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APPLIED INTELLIGENCE AT WORK FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM
CASE STUDY
Automation helps multiple stakeholders and improves workers’ lives
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM02
OverviewT-Mobile Czech Republic and Slovak
Telekom
“Millennials are digitally savvy. They want fast-paced roles where they can use technology wisely and make a difference. If we were going to attract and retain the best, we knew we needed to use technology to automate the boring bits and make our human roles more .”
KATERINA SUVARINOVA
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM03
T-Mobile Czech Republic, Slovak Telekom and Accenture joined forces in Accenture’s Innovation Studio in Milan
biggest impact on company performance and
Abundant challenge,big opportunity
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM04
FOUNDATIONSfoundations for future automation
ACCURACYCOSTSRESOURCES
TECHNOLOGY EFFICIENCY
RPA Implementation ROI
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM05
The team analysed every step in the journey,
completion of their requests.
Both sides
and simpler processes.
Customer First
The automated processes originated in different parts of the business, giving the total program a broader impact.
The most visible automation impact took place in
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM06
Customer visits e-shop to activate or modify services
Customer calls Contact Center to activate or prolong existing Fix services
B2B customers’ employees
Customer visits Slovak Telekom e-shop to either
B2B customer buy HW on HW subsidy
previously completed by BO agent
Transaction details
sent to BO agent for processing
by robot
details are gathered via structured inputand processed by robot
T-MOBILE CZECH REPUBLIC SLOVAK TELEKOM
01 | B2C Online Orders
04 | B2C Contact Center Fix Activation & Prolongation
04 | B2B SIM Activation
03 | B2C Online Fix Activation & Prolongation02 | B2B T-Mobile Program Activation
03
Customer visits Slovak Telekom e-shop to activate
Customer visits Slovak Telekom e-shop to extend/prolong existing postpaid service
01 | B2C OnlinePrepaid Activation
02 | B2C OnlinePostpaid Prolongation
Automating Processes
07
Customer visits e-shop to activate
transformed to Order by robot sent to Sales agent for upsell and then amended and processed easily
01 | B2C Fix Online Sales transactions
Sales agent forprocessing andupsell and then sentto BO for processing
or port-in his Mobile number from different provider
02 | B2C Online Postpaid Prolongation
Customer sends letter to terminate their services from Slovak Telekom
03 | B2C Contact Center Mobile Activation & Prolongation
04 | B2C Terminations
Customer calls Contact
or prolong existing Mobile service
Transaction is
structured input and processed by robot
Integrated ProcessSLOVAK TELEKOM
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM
08
role
Center of Excellence
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM09
investment in less than 18 monthsless room
for error have better client conversations and more satisfying jobs
Paying for itself“Accenture didn’t just help us complete one project. They introduced the whole idea of robotic process automation. Then they helped us build the infrastructure, strategic processes and skills that will allow us to continue on this journey. We’re a much more sophisticated and innovative organisation
to use RPA in ways that will have a proven impact on the broader business.”
45+12redeployment
Processes automated
PETER SKODNY
APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM010
About Accenture
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