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Reality Report
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About
Reality Report
Education & Training
Case Studies
Contact us
Case Studies
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How BPM & Process Modelling worked for one Telecommunication company
Problem
Customers knew our processes better than the business did
Inconsistency in performance
Issues, errors & no clear path on how to address
Processes built around old legacy systems
No focus on what the business wanted to achieve
Solution
Implemented BPM from the top down for structured method of analysis, review & planning.
Developed process hierarchy
Created visualisation of the business for all involved participants
Created standard BPM language
Embedded routine and rigor into everything they now do
Results
Using Billing & Payments as the pilot – results
were:
Reduced TIO complaints by 53%
Reduced bill shock and related complaints by 62%
Reduced bad debt by 30%
15% fewer calls on a per customer basis
27% reduction in Churn
Next Steps
Move from functional to cross-functional focus
Stop looking “inside out”, but more “outside in”