Client Background

Client: Telstra - Australia’s largest telecommunications company

Industry: Telecommunications

Area of operation: Over 20countries

Products & Services: Fixed lineand mobile telephony, Internetand data services, networkservices

Number of Employees: Over36,000

Revenue: AUD 27 Billion

Challenge

NPS Initiative: Telstra, as a part of NPS (NetPromoter Score) Boost program, took up thechallenge of enhancing its customers’ old dataplans in three months. However, the Order Entryprocess required hiring and training of 450+ FTEsto complete the task in three months.

Cable Care D123: Telstra had the mammoth taskof migrating its customers from the old networkto a new network platform (DOCSIS 3.1) in the61-day timeline committed to the NationalBroadband Network (NBN). This required hiringand training of 25+ FTEs.

Solution

Wipro partnered with the client to implementrobotics along with Wipro’s proprietary CommandHub business operations platform. RPA of OrderEntry was enabled through codification ofbusiness rules. This helped implement anexception-based operating model aligned tofuturistic IT stack. Automation Integrator wasdesigned to help solve production challenges,delivering effective solutions with the lowestamount of risk.

NPS Initiative:

Wipro deployed the solution ofusing 50 robots and 23 FTEs working 24 X 7. Theprogram was successfully delivered in a recordtime of 3 months.

Cable Care D123: RPA was used to automate theOrder Build process to ensure customers weremigrated from the old to the new platform withinthe agreed timeframe. The targets were met withonly 4 FTEs and 9 robots.

Business Impact

Implementing process and automation optimization on-the-go based on requirements allowed proposing change requests to optimizerobot performance, thereby reducing the Fall Out rate. Telstra was also able to realize:

• Financial benefits of over AUD 1.7 Million
• Cycle time reduction by 20%
• Right-first-time over 99%
• Order Entry process for NPSBoost Program completed with over 99% accuracy
• Capacity improvement of 66%
• NPS uplift by 20 points

Customer Quote

"Wipro’s team was able to not only complete the development in record time, but also bring value to Telstra by ensuring we were operational by the regulator-enforced deadline. This could only be possible through pure dedication and perseverance. I thank Wipro for ensuring we meet our targets" - Al Sharifian, Sr. Project Manager, Telstra Corporation Limited