Telstra has reduced the time of its order-to-activation process for its Telstra IP telephony service by 70 per cent after implementing business process management (BPM) software by Pegasystems, a Telstra official told the Gartner BPM Summit yesterday in Sydney.
Seeking to enhance customer satisfaction and better retain and grow its customer base, Telstra launched a program called “IP Express” to get a “bird’s eye view” of existing processes for activating new Telstra IP telephony customers and determine why they were inefficient, said Nikhil Kumar, general manager of IP Activations.
“It was taking too long to deliver ... to the consumer” from order to activation, Kumar said. Some tasks were taking too long and others were duplicative and unnecessary. Too many teams and some vaguely written roles and responsibilities also slowed down the process, he said.
Telstra looked for a BPM tool that could help it manage all of the different groups involved and their workflow. The telco required a tool that could provide workflow automation; customer case management with a single, centralised view of a customer; and operational visibility of the entire process.
In addition, it was important to find BPM that could be implemented quickly and support ongoing changes to business processes, Kumar said.
Telsta chose BPM software by Pegasystems after holding an “extensive” RFP process in June 2012, Kumar said. The company began the implementation with a pilot program in December last year and then rolled out a second release in February. Telstra has been able to rollout revisions in an average of three weeks and is now on its fifth release, he said.
The BPM has allowed Telstra to “identify where the task was getting stuck and take actions to move it further". The telco has reduced its cycle time by 70 per cent, he said. “In terms of customer experience, that is significant.”
Since making the changes, “customer feedback has been excellent,” said Kumar. The BPM is “helping us to win and retain customers, and meet the expectation that the customer has”.
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