How BPM Helps TELCOs Improve CX Through Digital Transformation

TELCOs are using BPM as their customer base grows, achieving better performance goals as they shift to digital solutions.

The century we live in has been characterized by the rise of what we could call a digital age. The various sectors of the economy, as well as the pillars of society, have been experiencing a transition from a physical, face-to-face world to digital operations that open doors, creating a significant digital shift. This transformation has been growing exponentially.

One of the biggest challenges TELCOs faces is the focus on customer service and the optimization of both internal and external procedures. Therefore, for companies seeking to differentiate themselves in the market, it is crucial for them to make a key decision: innovate their processes to provide a next-level experience for their customers.

We have one of the most important technological solutions that will not only have a positive impact on the internal functioning of a company but will also be reflected in external factors.
Business Process Management, or BPM, is a methodology that allows the implementation of strategies and technologies with the aim of improving and automating production processes within an organization. ACF has a state-of-the-art platform with all the necessary tools needed to implement this methodology, taking their customer experiences to the next level. Thanks to Q-Flow® BPM, we have been able to take part in the digital transformation of telecommunications companies, in which satisfactory results have been achieved.

How TELCOs can improve by implementing BPM

We begin by immersing ourselves in your company’s processes to gain an understanding of your business processes, identifying both the strengths and weaknesses. This allows us to transform its structure without affecting the essence of the company, making it more flexible, automated, competitive, efficient, and profitable.

There are multiple benefits to implementing a BPM.

It will improve processes and centralize communication, allowing for proper use of all resources, resulting in higher efficiency. Thus generating cost reduction and increased revenue.

It offers a 360° view of the different areas within the company, as well as the internal processes that are carried out, regardless of physical location.

Automated workflow and data integration increases productivity by carrying out tasks such as email generation and the use of spreadsheets. The BPM processes these workflows in various stages of execution, allowing staff to spend more time with customers, allowing for better response times, and increasing overall customer satisfaction.

Due to the reliability and transparency of the information and stages of the process, BPM also reduces the number of possible crises within workflows.

Further, integrated automation of real-time alert notifications on previously established SLA's such as long wait times, long appointment times, insufficient personnel, urgent tasks, or other alerts based on set rules, are displayed on a screen in the physical location or sent via email/SMS, allowing for immediate decision-making and better business management.How BPM Helps TELCOs Improve CX Through Digital Transformation_ACFTechnologies_bl_en_body (2)

Our BPM solution is a comprehensive software program that encompasses solutions of different types and brings them together in an intuitive platform, allowing automation in processes such as: customer flow management, scheduling, appointment management, and customer interaction. In addition, Q-Flow® allows for customizable configuration, ranging from proprietary servers to ACF's secure cloud servers.

How have TELCOs benefited from our Q-Flow platform?

What better way to demonstrate the scope of our BPM platform in TELCOs than with the success story of one of the most renowned telecommunications companies in Latin America. They came to us with different needs for their agencies/branches, call centers, and their back-office areas.

The company, which has a presence in 17 countries, faced different challenges in relation to points of contact with customers, response times for complaints and claims, traceability of support tickets, and internal productivity. With the implementation of Q-Flow® they achieved:

  • 90-95% of complaints and concerns were resolved on first contact
  • Portfolios and configuration of corporate clients
  • Return of investment
  • Optimization in regulatory issues
  • Effective classification of clients
  • Brand loyalty

In conclusion, implementing Q-Flow® within telecommunications companies offers many benefits, allowing them space to grow and adapt to the changing needs of their respective market. If your organization is at a pivotal moment in terms of processes and technological solutions, contact us or schedule a demo today.