A telecommunications service center is using robotic process automation to achieve cost savings, enhance efficiency, reduce errors, and improve morale.
The back office of this major, generations-old telecommunications company relied on many out-of-date manual processes to help fulfill new service orders. The service center was under continual budget pressure and was expected to do more with less every year. In addition, it was having trouble finding people to fill the manual jobs.
The group’s leaders decided to begin automating much of the rote work to enhance operational effectiveness, improve customer satisfaction and retention, save money, and create an environment where people wanted to work.
Our client is well along on its robotics process automation journey. The company has saved millions of dollars and anticipates a return on its investment within 15 months. Additional results include:
KPMG—which had developed deep trust with the company as a result of our thought leadership, collaborative approach, and support for numerous other projects over many years—was asked to help the business develop a strategy and road map to begin incorporating robotics process automation into order fulfillment operations. The project included:
Take the long view, define your objectives well, understand the tangible benefits that automation can deliver, investigate the available tools, create a robust plan, and envision your operations several years in the future.
Every company is different, and groups within companies have different needs. Adapt your automation strategies to fit your organization’s unique needs, opportunities and challenges, and appetite for change.
Automation is a rapidly changing capability, and companies should continually look around the next bend in the road to stay up-to-date with new methodologies and technologies. This could include monitoring where venture capitalists are investing, participating in conferences and other events, and learning from other companies.
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