Business Process Automation: Back-office Automation for a Telecommunications Company

A large telecommunications provider had more than 180 processes across three lines of business that were outsourced. Unfortunately, this near-shore model was resulting in low accuracy levels, a high handling time, and a less- than-stellar overall experience for key stakeholders.

2 men conferring while walking through office

Challenge

A large telecommunications provider had more than 180 processes across three lines of business that were outsourced. Unfortunately, this near-shore model was resulting in low accuracy levels, a high handling time, and a less- than-stellar overall experience for key stakeholders.

 

Experis Solution

Experis delivered an integrated and centralized shared service framework. In this framework, we used a combination of workforce management, business intelligence tools, templates, and robotic process automation (RPA) to automate several processes. We implemented bots to handle the client’s invoice processing, payment verification, mobile number portability, and other high-volume but rote back-office functions.

 

Results

Experis delivered an automation solution that resulted in significant savings in productivity overall. Among the 48 process improvements we achieved through business process automation, the results included a:

  • 56 percent decrease in handling time over the first year of operations
  • 50 percent reduction in invoice copy process handling time

  • 82 percent reduction in errors
  • 95 to 100 percent improvement in quality