Overview
One of the biggest communications organization with its roots in the emerging markets. Headquartered in Mumbai and Singapore, it has more than 8500 employees across 38 countries. The $2.9 billion company is listed on the BSE and the NSE of India and is the flagship telecoms arm of the $103.3 billion group.
Client Challenges
- Lack of centralized operations framework
- Lack of measurement framework
- Multiple sources of inputs
- Significant manual effort in managing data
- Multiple segregated processes in 3 different locations
- Lack of visual modeling and investigation framework
- Multiple tools and applications with distributed feature set
Our Solutions
- Workflow based task allocation and reporting
- Process simplification through re-engineering
- Standardization of processes across locations
- Robotic Process Automation
- Implementation and optimization of centralized application over SAP
- Use data virtualization layer for data distribution
- Invoice digitization
- RPA implementation
Benefits Delivered
- ~61% reduction in headcount
- Implementation of 30 Bots to reduce manual effort
- Reduced manual effort through macros, scripts where bots were not required
- Work Allocation, Invoice Processing, Reporting & Analysis, Agent Utilization, Capturing SLAs / KPIs metrics through centralized appl
