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Robotic Process Automation

Communication Services

Calling on the bots

How an award-winning solution automated order delays away and delivered benefits worth $3 Mn

When Dan Becker, Head of Mobile at a multinational telecom giant, noticed frequent delays in order processing accompanied with a decline in customer satisfaction, he turned to Infosys BPM for help. This case details how Infosys BPM deployed an award-winning, strategic RPA solution that helped the telco reduce staff headcount by ~70, issue 100% of the orders on time, and significantly improve CSAT levels, ultimately delivering business benefits worth $3 Mn.

Approach summary:

  • Conducted detailed assessment for automation potential
  • Implemented a 4-tier governance model
  • Leveraged AQPQ terminology for pre-planning
  • Followed a factory-based implementation approach
  • Standardised processes across LOBs
  • Deployed 40 scalable, fl¬exible bots across 66 use cases

Key Benefits:

$3 Mn In business benefits over 3 years
70% Automation coverage
~25% Improvement in productivity
27% Growth in CSAT levels