Telecommunications & Media

To maintain customer loyalty, innovate constantly, and stay compliant with regulations and standards, the telecommunications and media sector looks to BPM for agile and highly responsive applications.

“Deploying Bonita BPM across our information system proved to be vital. Beyond the cost savings we have seen on certain services, the most important aspect for us is to offer the best possible experience to our customers and so keep their loyalty.”

Erik Lamal, VP IT, VOO Nethys

Customer satisfaction and customer loyalty in the telecommunications market drives a significant need for innovation - when customers are unhappy with cost, service, or the current technologies, they can be quick to switch providers.

And in the hyperactive telecommunications domain, new technologies and services often come from unexpected competitors.

Telecom providers and services are regulated nationally and internationally, necessitating the need for adaptability to remain compliant.

Why BPM?

Bonita BPM offers an application platform with powerful workflow capabilities, tooling, data management and integration capabilities to build easy-to-use, engaging applications (eg for customers) and user-friendly web-based portals and dashboards (eg for employees).

Application user interfaces and the underlying business logic can be easily adapted as external circumstances change, making it easy to stay up-to-date with user needs and regulatory demands. The BPM-based process model enables agile implementation to support fast technical and customer-oriented innovation.

 

Voo Nethys’ customer subscription and equipment replacement processes

  • VOO deployed a complex process involving many different tasks within a reasonable amount of time: subscriber qualification, automated mail, voicemail management, SIM card activation, recording telephone numbers in the phone registries, links for billing
  • With an automated process for replacing faulty Internet TV boxes and modems that eliminates the need to send a technician, VOO realized a savings of several tens of thousands of euros per month
  • VOO IT systems now have a much more orderly architecture, and are thus easier to maintain and evolve
     

Trentino Network’s better telecom infrastructure and service delivery

  • improved service delivery monitoring of activity backlog
  • Assure service
  • Manage changes
  • improved automation with BPM connected to corporate OSSs and BSSs 

Success stories

Optimized Contract Management with BPM

Bonita BPM to orchestrate, automate, and optimize the activation process for its customers' TV and mobile subscription

Quality improvement

And more...

Superior customer experience 

  • Orders & delivery management: A Bonita BPM application is used for management of all requests and modifications for 500,000+ customers
  • Customer onboarding
  • After sales service
  • Lottery and contest management (creation and winning / price distribution, etc)
  • 360 deg customer support across channels
  • Consumer survey automation
  • A Bonita BPM application is used to manage mobile after sales service with 55 processes, instance duration from 1 min to 30 days, involving 6 employees

Audit and compliance

  • FCC, ITRs, and other regulatory and compliance management
  • ISO, ITU, ETSI and other communications standard compliance management
  • internal audit

Cable, TV, satellite, broadcasting, media & content

  • Sales and delivery of audiovisual content
  • content and copyright transfers
  • subtitling orders & delivery management
  • voice-over recording, video production, and multimedia marketing management
  • quality control (human combined with a high level of automation)
  • products reference management, content catalogues
  • Advertising orders

 

End-to-end corporate processes

  • Procurement, purchasing & supplier management with traceability and e-invoicing
  • Purchasing, repairs and logistics management
  • Contract management
  • Support field operations on mobile devices
  • Supply chain management
  • Finance, accounts and frauds management
  • Employee onboarding/offfboarding
  • Travel requests
  • Leave requests

IT project management

  • Engineering requests
  • processes for contracts preparation (for the financial services side)
  • ensure remote hand over process in case of network crash for a customer with multiple LAN, WAN, Voice, MVC, Mobile, VoIP products
  • Product lifecycle management
  • installation of components of cellular networks (eg base stations and cellular radio towers)