Telstra, a leading communications service provider in Australia, transforms processes and saves AUD 1.7 Million by implementing Robotics Process Automation.

Client Background

Telstra is Australia’s largest telecommunications company offering a full range of communications services. With revenue of AUD 25 Billion, Telstra provides 17 M mobiles, 7.2 M fixed voice services, and 3.3 M fixed broadband services. Telstra has an international presence spanning 15 countries. 

Industry Landscape

The Telecom industry has transitioned from an era of high growth to a phase of consolidation and rationalization. In this context, Robotic Process Automation (RPA) offers a radical value-add by transforming the way processes are managed. RPA enables optimization of costs associated with human resources, which is one of the most important factors of service delivery, and improves accuracy by removing human errors. 

Opportunity

NPS Initiative: Telstra, as a part of NPS (Net Promoter Score) Boost program, took up the challenge of enhancing its customers’ old data plans in three months. However, the Order Entry process required hiring and training of 450+ FTEs to complete the task in three months.

Cable Care D123: Telstra had the mammoth task of migrating its customers from the old network to a new network platform (DOCSIS 3.1) in the 61-day timeline committed to the National Broadband Network (NBN). This required hiring and training of 25+ FTEs. 

Solution

Wipro partnered with the client to implement robotics along with Wipro’s proprietary Command Hub business operations platform. RPA of Order Entry was enabled through codification of business rules. This helped implement an exception-based operating model aligned to futuristic IT stack. Automation Integrator was designed to help solve production challenges, delivering effective solutions with the lowest amount of risk.

NPS Initiative: Wipro deployed the solution of using 50 robots and 23 FTEs working 24 X 7. The program was successfully delivered in a record time of 3 months.

Cable Care D123: RPA was used to automate the Order Build process to ensure customers were migrated from the old to the new platform within the agreed timeframe. The targets were met with only 4 FTEs and 9 robots

Business Impact

Implementing process and automation optimization on-the-go based on requirements allowed proposing change requests to optimize robot performance, thereby reducing the Fall Out rate.

Benefit highlights:

• Financial benefits of over AUD 1.7 Million
• Order Entry process for NPS Boost Program completed with over 99% accuracy
• Cycle time reduction by 20%
• Capacity improvement of 66%
• Right-first-time over 99%
• NPS uplift by 20 points 
  

Wipro’s team was able to not only complete the development in record time, but also bring value to Telstra by ensuring we were operational by the regulator-enforced deadline. This could only be possible through pure dedication and perseverance. I thank Wipro for ensuring we meet our targets.

Al Sharifian Sr. Project Manager, Telstra Corporation Limited