The telecom provider relied on multiple data sources, applications and operating systems running simultaneously to support operations. Significant amounts of data from network providers, engineers, sales representatives and customers were in incompatible forms, in both electronic and paper formats. Inconsistencies in data storage and management meant communication between different platforms typically occurred at sub-optimal levels, often taking up to 24 hours, and involved significant manual intervention on behalf of employees.
Furthermore, the telecom provider also struggled to keep control over expenses from maintaining data integrity and security, employee salaries, marketing and advertisements, and software & hardware costs. Inefficiently managing these costs meant not enough operational effort was put towards improving the customer experience, making the company un-deliver. Employees were unable to spend the time they needed to develop deeper customer relationships. The company often had to troubleshoot delays in service delivery to customers.
But there was a remedy. Highly customizable RPA provided the company with the power and tools to more easily manage their back-office workflow and deal with large volumes of repetitive and rules-based operational processes. The telecom provider experienced a 14% increase in productivity and was able to decrease the duration of data transfers to just a few minutes, which resulted in additional cost reductions totaling roughly €3 million annually. The company was also able to leverage RPA capabilities to drastically improve internal data communications as well as communications with customers. In support of the company’s call center, more than 95% of communications were automated and the average response time was reduced to 1.5 minutes, allowing for a significant boost in customer service offerings.
UiPath offers intuitive, cutting-edge automation capabilities and global customer support unmatched by other automation platforms. We allow telecom providers to transform operational processes, achieve high levels of organizational growth, and significantly enhance the quality of customer service offerings.
UiPath’s software robotic workforce can be easily sized up or down, with a simple mouse click and no additional costs. With UiPath’s intelligent scheduling and multi-tenancy capabilities, telecom providers can deploy an agile workforce in the Cloud or on-premises from a single central server. Flexible automation can stretch across multiple business units and locations so that telecom providers can respond to permanent internal growth or temporary changes in customer demand.
The UiPath platform interacts with the user interface like a human and gets implemented non-invasively in addition to existing programs. UiPath is compatible with web, desktop, CRM, ERP, and Helpdesk applications, performing especially well (8X-10X faster) in Citrix environments. With ABBYY and OCR services, UiPath is able to help telecom companies remove data gaps between disparate information sources and reduce reliance on paper files.
The UiPath platform maintains robot-related activity reports and analytics but never locally stores any process-related data from the software robots. Because cyber security risks are a concern for 64% of US telecom providers, UiPath ensures that all customer and company information is kept confidential throughout automated operations.
UiPath’s costs are significantly less than the often prohibitive costs for telecom providers during BPMS or ERP implementation. Even more so, a software robot’s expense is about one-fifth of the cost for a full-time employee in the telecom industry. The UiPath platform enables telecom providers to attain rapid internal cost reduction and ROI in as little as 3 months.