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Consumer Sales Administration

A multinational client in the telecommunications industry sought to standardize their Tealium iQ configuration across multiple countries. The main challenges they faced included:
Varying digital analytics maturity among markets: Advanced countries required flexibility to operate autonomously, while maturing countries needed a plug-and-play configuration.
Gradual rollout of the solution: The client wanted to implement the solution one use case at a time, both from a market perspective and a tag/vendor perspective.

Category:
RPA and customer services

To optimize the operational activity management processes, Softlab performed business analysis to start up the outsourcing of existing activities or new processes regarding administration management. They defined the internal organizational model for specific project needs and re-engineered procedures to manage internal and communication flows with different corporate departments, commercial partners, and sales agents. Softlab performed different operational activities related to the management of credit/debit notes, margins, claims, contracts, commercial price lists, and reports. The team developed automation tools supporting operativeness and reporting.

Softlab's involvement led to optimizing activity management processes through control and performance centralization and reduced fragmentation into multiple work teams. It also reduced the average time used to manage individual activities, the number of errors resulting from irregular process management, and activity operational management costs. There was better usability of information by defining dedicated and customized reports according to needs and structuring of detailed reports for KPI monitoring.

 

Softlab team was involved in the development of automation tools that supported operativeness and reporting.