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