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How BPM & Process Modelling worked for one Telecommunication company

How BPM & Process Modelling worked for one Telecommunication company
Problem
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
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
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
Next Steps

  • Move from functional to cross-functional focus
  • Stop looking “inside out”, but more “outside in”