Robotic Process Automation in the telecom industry

Process automation is not new and Communication Service Providers (CSPs) continue to use IT to automate business process. However, ever changing business needs and technology has meant that many telecommunication organizations end up building a portfolio of 'siloed' applications supporting a patchwork of business processes.

While these systems and applications serve business needs, often they tend to be inefficient and Enterprises respond by undertaking large transformation programs, periodically, to rationalize these systems & processes. However, such programs do not always have good business case and most companies end up having processes that require high levels of manual intervention. Key challenges faced by CSPs include:

  • Increased costs (OPEX)
  • Lower agility
  • Inconsistent flow of information
  • Less-than-satisfactory customer experience
  • Higher customer turnover rates

Robotic Process Automation (RPA) fills the gap between large transformation programs and manual processes by automating disparate processes at a lower cost. It is most effective for processes that require predictable and high frequency interactions with multiple applications. Key benefits of RPA include:

  • Ease of configuration by business users
  • 24/7 operation with improved accuracy
  • Lower costs - one RPA software license can be used across different processes
  • Ability to scale quickly based on demand
  • Lower overall risk than a traditional transformation project

RPA Solution

VirtusaPolaris has extensive experience in business process transformation with proven capability in implementing RPA in Service and Billing Operations solutions. We understand that automation projects are often complex undertakings spanning process, operations & technology. Hence, we recommend a consulting led approach to providing RPA solutions. This involves:

1.Process baselining & assessment

VirtusaPolaris has a well-established Business Consulting practice with a track-record involving:

  1. 15 years of experience with 50+ clients of our operational transformations programs
  2. A deep understanding of telco processes and how they can benefit from RPA
  3. A tool-agnostic philosophy focused just on business process optimization

At the start of any RPA engagement, our consultants map the process landscape and identify areas that deliver optimal business value if automated. A well-established methodology is used to evaluate such processes against key success criteria ensuring that any RPA programs align completely with business objectives & goals.

2.Product (RPA software) evaluation and selection

While VirtusaPolaris has built a strong product partner ecosystem (open and closed source), in keeping with our tool-agnostic philosophy to focus on the business outcomes first, we will evaluate and recommend the most optimal tool based on the business consulting and process assessment. Our leading partners include:

VirtusaPolaris has also used their experience and industry knowledge to develop Accelo – a comprehensive RPA tool that is easy-to-use, cost effective & scalable delivering outstanding business value to the industry.

3.Developing a Proof of Concept (PoC)

VirtusaPolaris recommends developing a PoC along with a Business Case to demonstrate the overall feasibility of the RPA solution. Our consultants and technical teams will work jointly with the business in defining the scope of the PoC and planning the approach to prove the business and technical viability of the solution

Business Benefits

VirtusaPolaris’ comprehensive end-to-end RPA solution provides an agile and scalable approach to robotic process automation. Typical benefits delivered by our RPA offering include:

  • Reducing the cycle time of repetitive processes by over 25%
  • Reduction in FTE count between 30-50% by automating key manual process
  • Complete compliance with all the requirements of a process with 100% repeatability
  • Consulting led assessment across Process, Operations & Technology (with detailed scoring parameters) ensures factual prioritization delivering optimal business value
  • Iterative development approach that provides stakeholders an opportunity to view and provide feedback at each stage of development