Automate Fixed and Mobile Telecommunication services activation
We share Vodafone Portugal Customer Operations team experience on the automation journey that we´re having with Ubiquity as a partner to increase productivity and efficiency with a positive impact on our customers.
Repetitive manual processes are slow, inefficient, and prone to errors. They lead to increased employees’ dissatisfaction and decrease company’s overall performance.
Before automation this activity was fully manual and was growing fast and we needed to scale up our production capacity without increase operational costs and maintaining high quality results along with service level expectations and one of the solutions was to reduce the time spent in every request by automate the most of it.
This allow us to reduce unitary operational costs, increase human production capacity without increasing their effort (the same team can produce more in the same hours of work) and have a solution that can easily be scalable by adding or removing RPA licenses. On average we automated 50% of each of the 5 processes in scope, with 50% of costs and unitary duration reduction which allowed to release resources in the team to assure all the activity without having to recruit new ones.
Other impacts were:
• Improved employees’ performance by assigning administrative and repetitive tasks to this RPA. With this RPA allowed employees to focus on more creative tasks that require cognitive efforts and a human touch.
• Optimized processes: Bots don’t get tired, sick or bored and can execute a given action 24 hours a day, every day and they can do it fast. As a result, RPA agents significantly reduce operation time of various processes and thus are ideal for performing recurring tasks benefited our company and our customers.
• Minimized human errors by following the exact same steps each time, they execute a given task, they scale down the errors near to the zero.
There were two major challenges: one technical and other behavioral.
The technical was to assure that the RPA have the approximate success rate on the E2E workflow than the human in the same secure environment (Citrix) which we achieved by testing several RPA solutions, setting and tuned some triggers along the flow.
The behavioral one was to change the team mindset and methodology to incorporate the RPA as a tool with which they had to interact in order to complete the task with success.
Bottom line, to achieve and maximize the results we need to know in detail the activity to be automate and work very closely with the RPA partner to maximize the potential of the solution by crossing business needs with technical features. This will impact on the % of the activity that can be automated and consequently on ROI.
The choice and analysis of the processes to automate is very important to guarantee the success and positive business case of the RPA.