Here, we’re discussing a detailed plan that telecom service providers can use for RPA implementation –
1. Detailed Business Process Evaluation
To be able to get the maximum benefit of RPA in telecom and increase overall productivity, telecom firms need to begin by increasing the potential for automation. You can do this by evaluating every single task within a process based on its efficiency and effectiveness, followed by removing the ones which are not regulatory in nature and/or add no value to the business. The aim here should be to redesign the entire process to increase productivity.
For e.g., there are a number of traditional communication service providers (CSPs) still using the redundant steps such as the process step of verifying the order shipment. Ideally, these steps need to be removed from the process flow while implementing RPA.
2. Identification of the Target Process
When it comes to telecommunications, every process is made up of two parts -transactional and decisive. The processes involving various transactional parts are usually more adaptable for automation. To identify such processes, use parameters that involve high volume, high manual efforts, repetition and rule-based working.
3. Selection of a Design Model & Developing an Automation Plan
The next step in the RPA implementation should be redesigning the selected process flows in order to maximize their scope for automation. It is important here that process automation plans should be designed, keeping the overall business structure in mind and should be customized as per the process needs.
For example, if you’re choosing the process of call barring to be automated, the step of the bar removal verification process should be removed from the entire flow as it is of little or no use.
Once the design model is finalized, it is time to thoroughly analyze all the processes to identify the sections or parts that need urgent automation, don’t need automating, or will take time to automate.
4. Choose a Competent RPA Service Provider
When it comes to choosing a service provider for RPA implementation, it is preferred that you hire an RPA consulting and service provider with:
- a) Required expertise in handling complex RPA projects
- b) A complete framework with global standards to offer end to end process consulting and deployment through a professionally qualified workforce
- c) Thorough understanding of operational challenges and CSP requirements
- d) Tools to bring effective RPA implementation for client applications and telecom-specific process requirements
5. Test and Roll-out
The importance of the pilot phase, analyzing the efficiency, effectiveness, and performance of the automation plan cannot be overemphasized enough. The pilot phase is also important as it allows you to make improvements based on the testing phase.
The last step in the RPA implementation is to roll out the plan through the combined efforts of the IT department, business unit, and RPA solution provider. The aim here should be to deploy advanced automation solutions to optimize both front and back-office workflows for enhanced productivity and customer satisfaction.
Conclusion
Operational services like customer support, billing, order fulfillment, and more have become increasingly complex and difficult to handle due to millions of subscribers, the clutter of customized plans, and customer segments. The repetitive processes prevent telecom service providers from focusing on other important tasks and their customers.
RPA in the telecom sector is a great way to cut down on errors and costs involved in manual processes. Moreover, RPA provides a great deal of flexibility and adaptability in terms of implementation. This means that RPA can work with existing systems and processes, allowing them to be wholly or partially automated based on requirement and feasibility. This enables hassle-free implementation of RPA across the organization.
Overall, RPA appears to be the perfect solution for many of the issues the telecom sector is grappling with. A report by Forrester suggests that RPA will be worth a $2.9 billion industry by 2021. Integrating robotic process automation (RPA) can help telecom companies simplify the handling of operational tasks and generate lasting revenue streams by providing fast, high-quality and affordable services.
