Blue Prism - Delivering Proven Solutions for the Telecommunications Industry

The rapid growth of the wireless and fixed telco industries has been a major success story. Consolidation has not prevented new entrants, though, and as the market matures, many of today's challenges are service related.

Average revenue per user (ARPU), market share and customer insight are also high priorities as is reducing customer churn.  One of the keys to success for this industry is understanding customers, and providing them with excellent service.

Speed of response and the ease of doing business with a provider is a significant differentiator, and yet the IT systems supporting the front and back offices are often complex and not supportive of immediate operational objectives. Achieving high customer satisfaction at the same time as reducing costs can be achieved by focusing on first time call resolution, fewer callbacks and reducing hand-offs between front and back office.

Blue Prism Solutions - delivering rapid ROI

Blue Prism can support telcos in delivering against these objectives by automating process flows, extending and flexing existing applications, enabling true operational agility.

Blue Prism has built up a considerable depth of knowledge and experience working with leading telecommunications companies for over four years, delivering proven solutions that help customer service operations connect people, processes and systems in a new agile way without the need for coding or large scale systems integration.

Blue Prism has developed a range of capabilities that enables improvements in organisational efficiency but most importantly improve the customer experience. For example:

• Reducing the agent time spent on systems interaction whilst increasing the time talking to a customer.
• Consistent customer experience through process adherence, standardisation & information retrieval
• Training efficiency through real time process guidance

We are experts in customer service process review and optimisation, so we can guarantee:

• Improved cost effectiveness of core processes in the front and back office
• The enabling of multi channel service strategies
• Call centre processes that help you focus on the customer experience
• A route to operational excellence
• Fast and easy 'on-demand' deployment
• Supported by an extensive range of professional services

Our extensive experience, combined with an innovative approach to working with clients, has resulted in a proven track record of success.

Using our Operational Agility Software, you can automate many processes rapidly.  For example, Blue Prism's industry benchmarked process templates include:

• Connections/Disconnections/Product Changes
• Loyalty negotiation support

To find out more about our full range of templates, please contact us.

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