Automation of critical information system with Bonita to improve performance for 200 new mobile customers per day.
VOO is the trademark for the telecom activities (TV, Internet, fixed and mobile telephony) of the Nethys group, a major player in the energy and telecommunications in Belgium, especially for cable services throughout Wallonia and part of Brussels.
VOO has nearly one million customers, and is adding more new customers to the mobile offers it launched in 2013. Along with the renewal of new interactive TV services, hundreds of customer account activations are managed daily.
A strategic decision to automate processes.
With the strategic decision to offer mobile to its customers, the need to automate processes, previously performed manually, became evident.
VOO has chosen the Bonita platform to orchestrate, automate and optimize the activation process for its customers’ TV and mobile subscriptions.
“Being a Quadruple Play telecom operator, our business processes are many and complex, so deploying Bonita BPM across our information system proved to be vital. Today we offer a better experience to our customers, while reducing our operational costs and benefiting from a system architecture that is simpler to adapt.” Erik Lamal, VP of IT at VOO
VOO was preparing to launch a mobile offering based on complete
customer satisfaction, and needed to improve the subscription process.
The previous process did not ensure effective monitoring, and it was
difficult to quickly detect malfunctions and blocking points in the customer journey.
To meet the expectations of their customers and also provide them with a multi-channel shopping experience, regardless of the points of contact (mobile, Internet, shops), it was necessary to unify solutions that were dispersed in separate silos. For example, tools such as BSS billing managed in SAP need to communicate seamlessly with service management solutions.
Benefits of the project.
Highly efficient support service improving overall customer experience and satisfaction.
Building on Bonitasoft’s highly efficient professional services, VOO was able to deploy a process involving many different tasks within a reasonable time: subscriber qualification, automated mail, voicemail management, SIM card activation, recording telephone numbers in the Belgian phone registries, links for billing.
Despite complex constraints, a few months were enough to put in place the first major process automation project, activating customer accounts for mobile. With about 200 new mobile customers per day, each generating two or three complete processes, important efficiency gains were achieved.
After this first success, several other Bonita BPM deployment projects then emerged. Among them is faulty Internet TV box and modem replacement By delivering and receiving equipment with an automated process automation that eliminates the need to send a technician, VOO realized a savings of several tens of thousands of euros per month.
Bonita BPM has helped restore order in the VOO IT systems that now have a much more orderly architecture, and are thus easier to maintain and evolve.
Voo launches efficient mobile service using Bonita platform.
« 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, especially through multiple channels, and so keep their loyalty. Through better monitoring of processes with very specific KPIs, we can be proactive on failures that could affect our customers, which greatly increases their satisfaction. »
Erik Lamal - VP IT
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"To develop our organic growth, it was essential to launch a mobile offering based on complete customer satisfaction, and we needed to evolve our complete subscription process, from order taking to the activation of the SIM card . Our previous process did not allow us to ensure effective monitoring, and it was difficult to quickly detect malfunctions and blocking points in the customer journey, which slowed our procedures."
Erik Lamal, VP IT