The telecom sector is undergoing a state of rapid change, with disruptive forces such as the Internet of Things, cloud and 5G representing more opportunities than ever before. At the same time, business processes of operators are under strain. Traditional manual processes are eroding their margins, drawing off network services revenue. Add to that heightened customer expectations, complicated regulations, and a shortage of skilled resources.
Fortunately, automation can play a crucial role in helping telecoms overcome these roadblocks. Automation offers a range of benefits to not only telecoms but also to customers. It helps lay the groundwork that places them in a better position to resolve their own issues, while telecoms get to adopt agile principles across processes.
If you’re pondering moving away from legacy systems that consume precious resources, consider these perks of automation for telecom companies:
- Increases efficient data flow Automation can process information from a range of sources and analyze it with efficiency. It has a non-invasive nature which can easily support a telecom’s deployed setup. And when you combine automation with business intelligence, you get the best insight into your performance. Extracting metrics and reporting is also done with great efficiency and accuracy.
- Saves time Acquiring new customers, deploying services, and after-sales support demands considerable effort and time. Automation reduces the effort by executing tried-and-true processes. With shorter executions throughout the business, operators can continue driving efficiencies as their infrastructure moves towards a self-functioning network. Staff-related functions are also streamlined, so your personnel will have more time to work on “high-value” tasks rather than getting bogged down in the manual deployment of services.
- Manages issues The complexity of today’s telecom network infrastructures raises the potential for malfunctions and critical errors. At a time when people expect ongoing service delivery and near-constant uptime, such issues need to be detected and addressed on short notice. Automating fault management enables telecoms to identify disruptive network issues faster than manual incident response ever could and keep service delivery and downtime bottlenecks from happening in the first place.
- Improves customer service Telecoms can count on automation to create positive experiences. Automation introduces customers to self-service, which means they’ll be able to order services on-demand and some aspects of those services can be activated instantly. Meanwhile, intelligent call routing will connect customers with the right agent possessing the exact skills to resolve their problem. It’s like customer service on steroids!
- Detect sources of waste Beyond better service and projections of what you’ll need to make your infrastructure efficient, automation will help you identify unused or underused resources. An example of this could be subscription software orphaned by a departing member of the IT team. Automating business processes will enable you to detect and cut down on idle programs that are a drain on the budget.
- Helps maintain network inventory Things like order management rely on the accuracy of network inventory. Automation organizes relevant workflows to optimize network inventory without the need for manual intervention. Telecoms can learn a few things from cloud service companies since real-time delivery and self-service are the core of that industry. Taking steps, such as deploying automated scripts, can help minimize network inventory inefficiencies.
- Improves contract management Telecoms have a number of contracts that they need to manage, but that can be easier said than done. Keeping track of when contracts took effect, when they expire, how to comply with them, and when and how they should be renegotiated can be a real headache. Automation can streamline cumbersome contract management processes for you, saving you time and money.
- Unlocks new value By adopting automation, telecoms are able to divert more administrative resources and personnel towards more valuable activities. Enhanced resource allocation and value chain backed by automation enable companies to enjoy higher levels of productivity. With a move up in the value chain, network operators are in a better position to build and deploy higher quality services for their customers.
- Helps you gain a competitive edge Using clunky legacy processes consumes precious resources. Automation will equip you with an advanced business model and enhanced services, superior processes, and ultimately, increased market share. Telecoms using automation have a better chance of standing out in a cut-throat marketplace, whereas those resistant to change will likely see a decline in revenue.
Automation lies at the center of digital transformation. As such, telecoms should take steps to embrace it or risk being left behind.
For more information on automated telecommunications expense management on the Service Now platform, including cutting-edge software for invoice and contract management, contact MobiChord.