Telecom providers face constant pressure to deliver high service levels while managing large volumes of technical and customer service operations. Automation enables telecom companies to reduce operational complexity, accelerate service delivery, and maintain consistency across customer touchpoints.
Challenge
Manual provisioning for SIM and broadband services created bottlenecks.
High ticket volumes delayed service activations and issue resolution.
Escalation workflows were inconsistent and lacked transparency.
Documentation errors and delays impacted service quality.
Solution
A full-stack service automation framework was deployed to manage telecom operations efficiently:
Automated Request Validation & Activation
RPA bots validated incoming requests and executed service provisioning across platforms.Ticketing Workflow Integration
Customer service systems were integrated with automation to prioritize and escalate tickets based on predefined rules.Documentation Standardization
Automation ensured accurate and timely updates across customer records and regulatory logs.
Results
50% Reduction in Service Resolution Time
Automation accelerated provisioning and issue handling.Standardized Customer Workflows
Uniform processes across regions improved quality and governance.Greater Operational Transparency
Teams gained real-time visibility into ticket status, service timelines, and customer satisfaction metrics.
