Telecom Sector
Excelling In Order Management
Excelling In Order Management
When you’re a leading telecommunications provider, you can’t keep your customers waiting.
The Challenge
Our telecom client needed a solution to simplify its order fulfillment process ensuring high quality services at all times.
Our Solutions
- Enterprise-wide Pega implementation encompassing 16 top-level process areas.
- Application services 100% of high-value B2B transactions
- Designed, developed, and deployed 14 applications and support for around 200 employments with applications.
- Deployed EPBM platform applications that process 25K cases / week; the IP-Express
- Created a BPM reference architecture even before the BPM product was finalized, helping fast track the enterprise-wide implementation.
The outcomes
Our solution ensures a fulfilling customer experience every time, with more predictability of service. Specifically, it delivered:
- Reduced implementation cycle time. For instance, the overall current cycle time for the order fulfillment cycle improved from 75 days to 22–25 days – a process improvement of more than 75% (for B2B orders).
- Improved customer SLA compliance from SLA leakage of 50% to 10%.
- Up to 24% reduction in the average handling time.
- Up to 70% reduction in the activation cycle time.
- Automated the order management process and provided guided next steps for faster resolution.
- Provided customer visibility by message and e-mail.
- Automated the service schedule for order fulfillment.
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