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
