Transformative Telecom Process Automation Case Study

Telecom Process Automation Case Study

Introduction WorkHub24 emerged as the preferred NO-Code Workflow Software Platform for a prominent telecom operator, initiating a transformative era in their operations. The approach adopted encompassed a hybrid model: while the WorkHub24 team facilitated initial workflow automations, the operator's internal teams were empowered to drive process improvements. This collaborative journey was fortified by regular training sessions, comprehensive video/text materials, and daily standups dedicated to process enhancements. The initial phase saw the meticulous automation of specific processes, setting the groundwork for ongoing improvements. With numerous other operational facets awaiting automation, the pursuit of efficiency and excellence continues to drive progress. Next section describes workflows that have been automated on WorkHub24.

Network Rollout Process Automation Problem Solution Results 1. Everyone on one platform, WorkHub24, & task deadlines prevented delays. 1. The network rollout process was complex, involving dozens of staff from various departments, third-party vendors, service providers, and contractors. 1. Rollout Process Workflow implemented by configuring the forms and designing the flow with drag-and-drop flow designer. 2. Clear visibility into the progress of each network rollout process. 2. Scope included new sites, site upgrades, design data management, BoM/BoQ processes, PO, Base Station/Backhaul, other infra, UATs & integrations with other systems 3. Process was made accessible to internal and external vendors/contractors 2. Process is complex, involves dozens of staff & third party vendors/contractors, 3. The automation saved time & effort by removing manual data processing, reducing errors and allowing the automatic escalation of tasks. 3. Existing workflow software lacked the flexibility & had limitations, resulting in email usage for many tasks. 4. Email, excel and manual works was prevalent. Limited visibility in to netowrk rollout process 4. Management reporting was made easier

Access Planning: In-House WO Automation Problem 1. Lack of streamlined process for in-house work orders in tower and transmission- related projects. 2. Inefficiencies in managing in-house tasks amidst third- party vendor-led FTK projects. 3. Manual task allocation led to delays and hindered effective resource utilization. 4. Difficulty in prioritizing and tracking in-house work alongside vendor-driven network development activities. Solution 1. WorkHub24 automated in- house work order creation and resource allocation processes. 2. Established a centralized platform for seamless tracking and management of in-house tasks. 3. Implemented automated task assignment workflows for efficient allocation and monitoring of work orders. 4. Enabled effective coordination between in- house and third-party projects for improved project management. Results 1. Enhanced resource utilization through optimized in-house task allocation, reducing idle time by 30%. 2. Improved visibility and tracking of in-house projects, enhancing task management efficiency by 40%. 3. Accelerated task assignment, reducing initiation time by 50% for in- house work orders. 4. Efficient coordination between in-house and third-party projects improved overall project timelines by 20%.

Site Acquisition Process Automation Problem Solution Results 1. Lengthy manual processes for site identification and feasibility studies. 2. Inefficient due diligence causing delays in property verification and compliance checks. 3. Lack of streamlined negotiation processes with property owners and regulatory hurdles. 4. Difficulty in managing diverse permits and regulatory compliance requirements. 1. Reduced site identification and feasibility study time by 40%. 2. Expedited due diligence processes, cutting property verification time by 50%. 3. Streamlined negotiations, reducing lease agreement creation time by 30%. 4. Accelerated permit processing, achieving 25% faster regulatory approvals. 1. WorkHub24 automated site feasibility assessments and land suitability evaluations. 2. Implemented automated due diligence workflows for property verification and compliance checks. 3. Created standardized workflows for negotiation and lease agreement generation. 4. Automated permit tracking and regulatory compliance checks for faster approvals.

Problem Manual customer onboarding led to delays in allocating server space & other resources. Inefficient allocation of IDC resources. Lack of streamlined processes from initial request to customer resource provisioning. Difficulty in managing the end-to-end onboarding process, causing delays in service provision. Solution WorkHub24 automated the end-to-end customer onboarding process for the IDC. Implemented automated workflows for efficient allocation of server space and resources. Streamlined requirement gathering, power allocation & other resource allocation through automated processes. Created a centralized platform for seamless management of onboarding requests and resource provisioning. Result Accelerated customer onboarding by automating resource allocation, reducing provisioning time by 50%. Enhanced efficiency in allocating IDC resources, minimizing errors by 40%. Improved end-to-end process management, boosting onboarding timelines by 40%. Streamlined processes resulted in timely and efficient customer resource provisioning for the Internet Data Center. Customer Onboarding Process Automation for Internet Data Center (IDC)

Vendor Contract Management 1. Manual and disparate vendor data capture led to data inconsistencies and inefficiencies. 2. Time-consuming quarterly evaluations lacked standardized processes and result tracking. 3. Manual report generation and circulation among management and vendors created delays. 4. Challenges in initiating corrective actions based on evaluation reports due to process gaps. 1. WorkHub24 streamlined vendor data capture with standardized forms and centralized databases. 2. Automated quarterly evaluation workflows ensured consistent and timely assessments. 3. Implemented automated vendor evaluation report generation and distribution workflows. 4. Created workflows to trigger actions based on evaluation outcomes for swift improvements. 1. Achieved data consistency with centralized vendor details, reducing errors by 50%. 2. Improved evaluation efficiency, reducing evaluation time by 40%. 3. Accelerated report generation and circulation, reducing report dissemination time by 60%. 4. Enabled prompt corrective actions, improving vendor performance significantly. Problem Solution Results

Access Planning: Outdoor Repeater Request & Commissioning Problem 1. Manual process for outdoor repeater requests causing delays in access planning operations. 2. Inefficiencies in coordinating and commissioning outdoor repeaters using traditional methods. 3. Lack of standardized workflows leading to errors and inconsistencies in repeater commissioning. 4. Difficulty in tracking and managing the status of outdoor repeater requests and commissioning tasks. Solution 1. WorkHub24 automated the outdoor repeater request and commissioning process for access planning. 2. Implemented standardized workflows for requesting, coordinating, and commissioning outdoor repeaters. 3. Created automated task allocation and tracking mechanisms for repeater commissioning tasks. 4. Streamlined communication channels and approvals within the access planning division for repeater requests. Results 1. Reduced delays in access planning with faster outdoor repeater request processing, improving operational efficiency by 40%. 2. Enhanced repeater commissioning accuracy and consistency, minimizing errors by 50%. 3. Improved task tracking and status monitoring for outdoor repeater requests, enhancing visibility by 60%. 4. Accelerated repeater commissioning timelines, improving network deployment speed by 30%.

Invoice Approval Problem Solution Results 1. WorkHub24 automated the invoice approval process, consolidating handling and approvals. 2. Implemented a centralized platform for invoice tracking, approvals, and status visibility. 3. Created automated workflows for streamlined handling of invoices from various vendors and providers. 4. Enabled stakeholders to access real-time status updates and streamline communication within the platform. 1. Manual, fragmented invoice handling via multiple emails led to inefficiencies and lack of visibility. 2. Difficulty in tracking invoice statuses, causing delays in approvals and payments. 3. No centralized system for stakeholders to monitor invoice progress or current statuses. 4. Challenges in managing invoices from diverse vendors and service providers effectively. 1. Improved efficiency with streamlined invoice handling, reducing processing time by 50%. 2. Enhanced visibility and tracking of invoice statuses, reducing approval delays by 40%. 3. Centralized platform provided real-time status updates, improving stakeholder visibility by 60%. 4. Streamlined communication within the platform led to faster approvals and smoother vendor interactions.

PO Approval Process 1. Manual pre-approval process caused delays in initiating crucial network & customer service projects. 2. Inefficient communication via emails led to confusion and wrong approvals, causing further delays. 3. Lack of visibility for stakeholders on current status and approval bottlenecks. 4. Time-consuming process with frequent clarifications & approvals hampered operational efficiency. 1. WorkHub24 automated the pre-approval process up to Purchase Order creation from the ERP. 2. Implemented centralized workflows for streamlined approvals, reducing manual back-and-forth emails. 3. Created automated routing mechanisms to ensure correct approvals and eliminate delays. 4. Enabled stakeholders to access real-time status updates, improving visibility and communication. 1. Achieved data consistency with centralized vendor details, reducing errors by 30%. 2. Improved evaluation efficiency, reducing evaluation time by 40%. 3. Accelerated report generation and circulation, reducing report dissemination time by 60%. 4. Enabled prompt corrective actions, improving vendor performance significantly. Problem Solution Results

Problem Manual coordination of authority approvals and construction activities causing delays. Inefficient management of multiple approvals from municipalities and other authorities. Challenges in coordinating earth digging, construction, and collaboration between internal and external stakeholders. Lack of streamlined processes leading to delays in initiating and completing network rollout activities. Optical Fiber Network (OFN) Rollout Process Automation Solution WorkHub24 automated the coordination of authority approvals and rollout activities. Implemented streamlined workflows for securing multiple approvals from diverse authorities. Automated task assignment and tracking for earth digging, construction, and staff-contractor coordination. Created a centralized platform for efficient collaboration between internal teams and third-party contractors. Result Accelerated network rollout by streamlining authority approvals, reducing delays by 50%. Enhanced efficiency in securing multiple approvals, minimizing bottlenecks by 40%. Improved coordination between internal teams and contractors, boosting collaboration by 60%. Streamlined processes resulted in timely initiation and completion of optical fiber network rollout

Problem Manual OFN surveying leading to delays in feasibility studies and topology creation. Inefficient estimation submission and approval processes hampering network rollout timelines. Lack of streamlined processes from initial surveying to estimate approval. Difficulty in managing OFN survey complexities, causing delays in project initiation. Solution WorkHub24 automated the OFN survey process, including initial surveying and feasibility studies. Implemented automated workflows for OFN topology creation and estimation submission. Streamlined estimation approval processes through automated mechanisms. Created a centralized platform for seamless management of OFN survey tasks and approvals. Result Accelerated OFN surveying by automating feasibility studies, reducing delays in topology creation. Enhanced efficiency in estimation submission and approval, minimizing delays by 40%. Improved end-to-end process management, streamlining OFN survey complexities by 40%. Streamlined processes resulted in expedited OFN surveying and smoother project initiation timelines. Optical Fiber Network (OFN) Survey Automation

WorkHub24 Migration for Lead Management Process Problem 1. Limited flexibility and complexities within Microsoft Dynamics for lead management process automation. 2. High cost implications and maintenance complexities associated with the existing system. 3. Inefficiencies in managing the sales journey, hindering deal closures and process flow. 4. Complexity and lack of user-friendliness impacting the overall sales team's productivity. Solution 1. WorkHub24 offered a more flexible, cost-effective, and user-friendly platform for lead management. 2. Streamlined migration process from Microsoft Dynamics, ensuring data integrity and smooth transition. 3. Implemented customized workflows in WorkHub24, simplifying the lead management process. 4. Enhanced user experience and process flow with WorkHub24's intuitive interface and automation capabilities. Results 1. Achieved improved flexibility and simplicity with WorkHub24, enhancing sales team productivity. 2. Cost-effectiveness of WorkHub24 positively impacted overall operational expenses. 3. Streamlined lead management processes led to faster deal closures and improved sales performance. 4. Successful migration resulted in a user-friendly platform catering to the client's specific needs and requirements.

Presales Process Automation Problem 1. Complex and fragmented presales process involving multiple systems, including Camunda, leading to inefficiencies. 2. Existing systems inability to integrate with the main lead management system. 3. Challenges in pricing composition and approval workflows, impacting solution preparation. 4. Lack of flexibility and complexity within existing systems impacting process simplification. Solution 1. Migrated presales functionalities to WorkHub24 for a streamlined, integrated process flow. 2. Connected the presales process seamlessly with the main lead management system for enhanced connectivity. 3. Simplified pricing composition, allowing for automated pricing or manual composition through flexible pricing tables. 4. Structured approval workflows up to the CEO level, enhancing pricing and discount approval processes. Results 1. Achieved process simplification and enhanced connectivity with WorkHub24 migration. 2. Streamlined pricing composition and approval workflows, improving solution preparation efficiency. 3. Improved integration with the main CRM and systems, facilitating presales solution preparation. 4. Enhanced flexibility and user- friendly interface contributed to a more efficient and simplified presales process.

Post-Sale (Solution Implementation) Process Automation Problem 1. Manual and disjointed post- sale solution implementation process led to inefficiencies and delays. 2. Challenges in integrating solution designs with the main CRM and other systems. 3. Tedious initiation of work orders for diverse solution implementation components. 4. Ineffective UAT procedures and delays in triggering billing after solution implementation. Solution 1. WorkHub24 automated the end-to-end post-sale solution implementation process for seamless integration. 2. Integrated solution design and provisioning with the main CRM and other systems for smooth operations. 3. Automated work order initiation for various implementation components like network, transmission, and civil works. 4. Implemented structured UAT procedures and automated billing triggers post- implementation. Results 1. Streamlined post-sale solution implementation, reducing delays and improving efficiency. 2. Enhanced integration with the main CRM and systems, facilitating seamless solution provisioning. 3. Accelerated initiation of work orders, improving coordination among diverse implementation tasks. 4. Efficient UAT procedures and automated billing triggers improved overall post-sale process timelines.

WORKFLOW Planned Network Outage DESCRIPTION Streamlines scheduling, communication, and execution, minimizing service disruptions and optimizing maintenance windows AR number issuance for capex projects and transfer Process for brining down material from vendors Ongoing Process Automations AR Transfer Upstream tool Tx Service Delivery Management of delivery of transmission links to other operators Process to request/approve/grant access to different systems Manage services given to other telcos System User Access Approval Telco Service Change management VAS inventory management (URL inventory) QA finding escalation and Actioning onboarding approval International & local interconnection SIP trunk provisioning Spare parts requesting and Tool/Accessory managing process TIMS (Telecom Infra Mgt Sys)/IM(Inventory Module)/SAP UAT integrations CFSS Vehicle Mileage Management of digital inventory of VAS services Customer installation related QA issues tracking Automation of the process between key stakeholders Automation of the process between key stakeholders Automation of the process between key stakeholders Mileage reporting & management of vehicles of the Field Service Team. Automation of the process between key stakeholders Civil Development and Maintenance process

WORKFLOW Transaction Monitoring Process DESCRIPTION Monitoring, reporting & action of suspicious fraud/unusual usage transactions Automation of Project code creation in the ERP (SAP) Automation of the process between key stakeholders Automatic allocation of New Site IDs Ongoing Process Automations Project code creation BOM/BOQ Preparation Site ID allocation CPE Sample testing Customer Premises Equipment testing and follow through process automation CEP sourcing as part of the procurement Device Sourcing Opex transformation Capex to Opex transformation process BSS Logical Parameter Modification A configuration management related process automation License management workflow BSS_License_Modification BSS_Periodical_System_Backup Reminders and management workflow BSS_Planned_Activities Automation of the process between key stakeholders New Micro-Wave link mapping workflow Map new MW link Map redep MW link Workflow for Redeploying Microwave links Capacity upgrade triggering(MW/IPCORE/ISP/ACC/AGG) Material Managment Automation of the process between key stakeholders In/Out of materials workflow

WORKFLOW PSR / PO Process DESCRIPTION Procurement Initiation Request & PO Centralization Process Selection of vendors in RFX process Planned Process Automations Vender selection Process PABX - Quotation Evaluation and Vendor Selection Process PABX AMC Renewal Process Automation of the process between key stakeholders Renewal reminders and renewal process with Customer/PABX vendors Automation of the process between key stakeholders Network Monitoring System accounts provisioning for internal and external users Service Monitoring NMS Account Creation for External Customers Process Global IOT reconciliation process Automation of IOT reconciliation IOT Agreement Sign-off & Renewal Process Automatic renewals & Automation of the process between key stakeholders An automation to empower users to discount based on the hierarchy Request, issuance and control of work permit issuance Automation of the process between key stakeholders Automation of the process between key stakeholders Empowerment Management Work Permit Issuing Process Number Recycle Confirmation Local Operator Monthly Billing Invoice Verification Process Service & Material Code Creation Process SAP master data creation process with ERP integration

Embracing WorkHub24 represents an ongoing journey in process automation, an endless horizon of possibilities. Its boundless capabilities, accommodating unlimited workflows, propel a continuous transformation. With a flexible concurrent licensing model, every individual within your organization gains access, fostering a culture of digital empowerment. This widespread accessibility fosters a comprehensive digitalization, empowering each member to contribute to the organization's transformative journey, driving efficiency and innovation at every level. Team WorkHub24

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