A leading telecom service provider implements a robust validation process powered with automation, thus reducing cycle time to 1.4 days and enabling cost savings of $776K
The client is one of the world's leading communication services providers offering fixed line services, broadband, mobile and TV products and services, and network IT services. This UK-based company operates in around 180 countries.
Telecommunications focuses heavily on customer retention in the face of dwindling revenues and extremely competitive space. Timely order fulfilment needs to be flawlessly executed so that revenue is realized early with increase in end user satisfaction.
The order management process starts with technical validation and customer end validation, which is carried out to validate the technical details, site details and end customer details. The client’s validation process was negatively impacted by many reasons like incorrect site details, incorrect contact details of end customer, technical questionnaire, unawareness of order placement etc., resulting in delays. This led to an increase in end-to-end cycle time and customer dissatisfaction. The client wanted to make its order management process more efficient and flawless.
Wipro automated the client’s validation process and implemented efficient processes to make the order management process flawless.
Wipro enabled early realization of revenue, enhanced customer satisfaction and cost-effectiveness for the client by ensuring faster and efficient order delivery
“Wipro implemented automation-driven Validation to ensure correct entry of orders and elimination of delays due to incorrect ordering. This saved 1.4 days at the stage of ordering itself and subsequent rework in the system due to incorrect ordering. As a result, the cycle time has reduced by 2 days and cost savings has increased to the tune of $776K.”
- Swapneel Phadke, Associate Vice President – Operations, Business Process Services, Wipro