Client Details
A Fortune 500 Telecom Major, with presence in over 100 countries and employee strength of over 105,000 world-wide
Business Challenge
- Low Customer Service Quality due to long turnaround time and high error rate
- Significant human effort spent on repetitive manual tasks
- Pressure to respond to new customer demands while maintaining high service quality
- Increased customer support costs and employee skill development costs
- Non-integrated Legacy Systems making it unviable to drive innovation through IT
This project was done by Automation Anywhere
Solution Overview
Feasibility and Solution design
- Conducted a detailed feasibility assessment for all in-scope processes and developed a business case
Build, test and deploy
- Designed To-Be RPA solution for agreed in-scope processes and built end to end automation in RPA tool
Bot management
- Provided BOT management support to resolve RPA queries/issues during post production live period
Training and CoE set-up
- Designed & implemented self-sufficient RPA CoE and Trained client personnel in solution methodologies to support and build on the RPA initiatives
Business Benefits
- ~40%: Reduction in FTE time savings across the implemented processes
- ~20%: Improved turnaround time for critical customer requests
- 200: No of BOTs deployed in production
- ~25%: Reduced average handling time in complex reconciliations
- Robust audit trails and ability to handle peak volumes
