Be it assisting telecom companies in managing extensive, unstructured data or increasing responsiveness to industry disruptions, RPA is the perfect tool for the telecom industry.
FREMONT, CA: Digitalization offers telecom companies an opportunity to rebuild and expand market positions, reimagine business systems, and create innovative offerings for customers. With more people turning to telecom companies to keep them connected with global networks, firms started competing to avail the fastest, most affordable and cutting edge services. Today, telecom companies are burdened with the rapid growth of operational processes—managing data, controlling cost, increasing business agility, finding talent, and developing new services. In this context, Robotic Process Automation (RPA) is uniquely positioned to help telecommunications companies to meet and overcome the above challenges.
The success story of RPA in telecom includes an instance of report auto-generation. In the process of report generation, RPA can analyze the report and decide which stakeholder in the report is relevant for contacting. The information thus flows more efficiently. Software robots are also smart enough to interpret emails, respond to simple queries, and forward complex ones to human assistants. This is especially useful for telecom companies, which usually rely on partners to sell their services.
RPA technology in telecom can track tasks performed by the employees. Based on the employee’s actions, a well-structured workflow can be generated, which can serve as an infrastructure for automated processes. By mapping each process with its associated cost of manual execution, it is easy for firms to identify the steps to be automated to lead to the highest return on investment. The identified processes can be prioritized for intelligent automation, leading to the reduction of manual processing effort. As a result, information flow efficiency is improved by RPA, helping telecom companies manage large, unstructured datasets.
The transparency of pricing is a strong motivator for telecom service providers for tracking competitor’s prices. Since e-commerce is becoming the new norm in the telecom industry, careful price monitoring is a precious asset. RPA, with its error-free and round the clock capacity to work, is providing telecom companies the most precise kind of comparative price analysis. Moreover, robots can do individual, category, and brand level price tracking, which can provide a deeper understanding of the competitive outlook. Incorporating RPA in telecom also makes sure that firms never miss a billing or invoicing cycle.
One of the essential priorities for the telecom service providers is the ever-increasing customer expectations and the need to provide the experience that customers expect. The customer being the central focus of the telecom business, RPA provides visibility and a seamless experience in customer onboarding and offboarding. RPA will help firms gain revenue by providing high-level customer satisfaction. Instead of focusing on mundane, time-consuming back-office tasks, telecom service agents can have more time to manage customer requests that require human intervention and solving complex issues with intelligent automation — better and quicker customer service results in better customer retention. Automation allows employees to focus on more gratifying tasks, including complex value chain processes that develop new skills and thereby reducing expensive employee turnover.
The telecom sector is well placed to take advantage of next-generation technologies. Adopting RPA in telecom will help companies overcome chronic issues, and will not only help them enhance their business operations but also give them a competitive edge. Surely, RPA can play a pivotal role in driving transformation across the telecom industry by bringing greater efficiency to functions from supply chain operations to enterprise management and customer care. Given that, to stay relevant and grow revenues in this digital age, telecom companies need to modernize existing services and business processes with RPA rapidly.