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BPO - Mobile Telco Consumer Sales Administration

Softlab has studied, analysed, re-engineered and streamlined the processes of a complex Telco structure in the administration and sales department. A series of reports were also created for monitoring specific KPIs.

    Process steps

    Approach

    Softlab has mapped the existing E2E processes, has defined a new outsourcing organisational model for managing new activities, and has defined new procedures for managing internal flows and communication with internal departments, commercial partners and the sales force.

    Results

    Softlab has optimised the activity management processes through the centralisation of the control and execution of the activities and the reduction of the fragmentation of multiple workgroups. It has reduced average management times of the individual activities taken over and the number of errors deriving from uneven process management. This has resulted in better usability of the information also thanks to the definition of dedicated and customised reports according to needs. The production of detailed reports for monitoring KPIs and reducing operational management costs of the activities was guaranteed.

    Technology

    Softlab has exploited its skills in the Office Suite and SAP (customer's ERP) to create reports. It has automated the production of the same thanks to its experience in Robotic Process Automation (also favoured by the partnerships stipulated with the main solution vendors for automation). Softlab has also developed a series of platforms in PHP Linux and PHP Windows to support customer operations and required reporting.

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