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Business Process Automation in the Telecom Industry
- July 15, 2020
- Posted by: Admin
- Category: Blogs, Business Process Management
In this unprecedented age of Covid-19, it is more important than ever for organizations to choose technologies that will allow them to be adaptable and resilient with the continual ambiguity we are facing. From one week to the next here in the U.S. our policies are morphing to deal with the fluctuation in cases on a state by state basis.
Telecom Steps Up to the Challenge
No industry has stepped up to the task better than the Telecom / Communication Service Providers who support consumers, businesses, health care providers, schools & government agencies in contending with dramatic changes. Not many other industries have had to scale so rapidly to contend with the communication network requirements necessary to meet the demands of:
- Dozens of stand-up field hospitals
- An entire nation of ‘work from home’ workforce
- Students of all ages learning from home / home schooling
- Increased take-out food & grocery delivery services
- and naturally, major increases in video conferencing, binge watching and gaming
Think about it. How diverse the processes and activities involved in supporting each one of the above-mentioned customer needs are! The Telecom/CSP providers have made substantial adjustments to many of their core processes at a precipitous pace to adapt. For example:
- Network Management & Optimization
- New Customer Onboarding
- Device Certification & Tracking
- Customer Journey Management
The ability to provide reliable and secure communications capabilities for all customers and managing the end to end customer journey when everything is in flux makes it especially challenging to ensure a positive customer experience on a consistent basis.
Prior to the pandemic madness, the telecom industry was already an integral player in most companies’ digital transformation programs. Data and voice communications are critical to any digital organization.
Telecom and Business Process Automation
So how do these Telco companies make such major changes to their processes while maintaining an excellent customer experience? Most of these companies have implemented Business Process Automation platforms that allow them to redefine and configure changing processes quickly and securely. They have identified and mapped out the mission critical processes and digitally enabled them with highly integrated, cloud applications, accessible to all relevant parts of their organizations on a timely basis, regardless of location.
The list of providers for these types of platforms is extensive. Choosing one over the other is not the point we want to make here. The point is that the organization must be choosing some type of digital workflow platform to swiftly contend with the current environment. The pandemic has returned digital transformation to the spotlight for many organizations that were merely giving it ‘air cover’ at a superficial level. It has put every digital business model to the test. Some organizations proved agile and resilient, but most were sent back to the drawing board to reconstruct their digital and analytic foundations.
Choosing the right platform and partner is now more critical than ever for everyone. A future article will provide some guidelines on how to do just that.
Client Says
We are implementing Plasma Ag Solutions across our network of locations. Plasma Ag provides several capabilities that stand out for our users such as Programs, Rebate management, and Inventory tracking. It is quite difficult to track margin information on crop protection products in our industry so our Owner Operators love the transparency the system provides. We utilize the system to professionalize our support to the network and it has become a bit success with all of them.
Several hundreds of our retail locations and joint ventures use Plasma Ag solutions as a part of their core operations. Plasma solutions provide very useful tools and deep insights to users – including tracking customer transactions and financial information. Their applications are tightly integrated with CRM, ERP, Accounting, and our other mission critical IT infrastructure and third-party systems. The dashboards provide rich analysis and insights that helps us adjust to the changing markets.
Plasma Ag solutions have been a tremendous asset to our operations. They offer powerful capabilities such as managing Retail programs, Products, Programs, local discounts, and wraps. Ability to track inventory at physical locations, calculating true and average costs, rebates and accruals on user-friendly and simple interfaces has helped us and our retail customers adopt Plasma Ag solutions quickly.
Our software, system and processes used to be an old struggling engine. Plasma team solved all that. With exceptional training and planning, their consultative executive team down to their support team executed the deployment with first-class speed and professionalism. Their platform not only removed all the pain points in my division, but also created a ripple effect benefiting my entire company.
It has been my experience that Plasma has the technical expertise, commitment, and work-ethic to deliver best-in-class solutions that allow business owners to fully realize business strategies and objectives. They work in a highly professional manner to ensure that the clients’ requirements and recommendations are fully realized. I would highly recommend Plasma for any web enablement initiative that you may be considering.
Plasma has been a smart choice for us as our online business partner. I don’t even consider our work with them outsourcing because Plasma management takes the time to truly understand our business and is able to direct its technology resources for the most efficient and quality output possible. I don’t think you can say that about many companies in their space.
Plasma has been a smart choice for us with our online requirements. I would recommend them to any company looking to better manage their online presence.
It has been my pleasure to work with the Plasma Team since August 2008. We have completed three major builds and multiple smaller projects in this time. I heartily recommend Plasma Comp to anyone needing a workable, practical and effective system solution. Plasma’s Q&A process was extremely thorough. They quickly understood what was needed and then worked the process with pointed and penetrating questions to ensure they had the entire picture of the finished product.
I think Plasma has come a long way in embracing our philosophy of becoming more agile, both leading and following in this area when necessary. The teams have been very open to change and have a great attitude. I have no complaints!
Plasma is a great vendor to work with. They took us from an email-based process to a fully designed, web-based workflow. They have dramatically changed how our devices are certified to be used on our network and they will save you time as well! One of the many processes in our current environment has saved us so much time; from four months down to a few days!
