{"id":798750,"date":"2022-09-08T18:50:26","date_gmt":"2022-09-08T16:50:26","guid":{"rendered":"https:\/\/www.capgemini.com\/no-no\/?post_type=client-story&#038;p=798750"},"modified":"2025-03-20T03:09:47","modified_gmt":"2025-03-20T03:09:47","slug":"calling-for-an-unmatched-telecom-user-experience","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/calling-for-an-unmatched-telecom-user-experience\/","title":{"rendered":"Calling for an unmatched telecom user experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/SE-Asia_Telecoms_Provider_2880x1800.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:64% 10%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">CALLING FOR AN UNMATCHED TELECOM USER EXPERIENCE<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/09\/Southeast-Asia-Telecoms-provider-case-study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the case study<\/span><span class=\"type\">321 KB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: A Southeast Asia-based telecom services provider<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: Asia Pacific<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Telecoms<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/calling-for-an-unmatched-telecom-user-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/calling-for-an-unmatched-telecom-user-experience\/&amp;text=Calling for an unmatched telecom user experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/calling-for-an-unmatched-telecom-user-experience\/&amp;text=Calling for an unmatched telecom user experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Capgemini answers with business process change, automation, and governance transformation for heightened revenue, service quality, and customer experience<\/h2><p class=\"intro-para-content\"><strong>Client challenge: <\/strong>The company was looking to improve its service quality, enhance the end-user experience, and completely transform its business process design<br><strong>Solution:<\/strong> In utilizing ADMnext for SAP Solutions, the Capgemini team helped substantially enhance service quality and the end-user experience by increasing efficiency and driving down costs with a program of business process change, automation, and governance transformation<br><strong>Benefits:<\/strong><\/p><ul class=\"box-list\"><li>20% reduction in overall ticket volume<\/li><li>Decreased manual intervention thanks to business process automation<\/li><li>Improved service quality with 99.9% SLA fulfillment against a target of 95%<\/li><li>A 30% improvement in the customer experience confirmed by indexes and business user system adoption<\/li><li>Heightened process standardization<\/li><li>100% compliance for end-user accounts and license administrations<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>One of the biggest telecom services providers in Asia, with approximately 350 million subscribers in eleven countries, wanted to improve the quality of its services with a revamped user experience that would lower costs and reduce resolution lead times for reported tickets. In addition, the company was looking to address non-compliance for end-user accounts, which was leading to license administration issues. Most of these challenges stemmed from highly complex business process design.<\/p>\n\n\n\n<p>To address these challenges, the company was looking for a partner that could transform its managed services support, simplify its business process model, improve process efficiency, and ultimately offer its customers a better experience. This collaboration also needed to include L1, L2, and L3 SAP managed services support and guarantee improvement to system usage and stability.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-taking-customer-support-to-a-new-level-with-admnext-for-sap-solutions\">Taking customer support to a new level with ADMnext for SAP Solutions<\/h2>\n\n\n\n<p>After the telecom provider chose Capgemini as its managed services support partner, the delivery team studied and assessed the company\u2019s SAP systems and current business processes. The Capgemini team then began applying everything that ADMnext for SAP Solutions has to offer. This entailed the segregation of systems between upstream and downstream activities, aligning the organization\u2019s support model with an ITIL framework, and defining a strong project governance plan. In the meantime, the team provided effective on-the-job training for several key users while a proactive communication approach was adopted to provide real-time updates on ticket status.<\/p>\n\n\n\n<p>Additionally, several solutions were deployed to simplify business processes and make them more efficient, including applied lean and process automation quality levers. Overall, the collaborative One Team approach employed by Capgemini experts helped optimize the company\u2019s entire managed services landscape. As a result of these efforts, the Capgemini team was able to deliver:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Heightened operational process efficiency for a 20% reduction in overall ticket volume and decreased manual intervention thanks to business process automation<\/li>\n\n\n\n<li>Improved service quality with 99.9% SLA fulfilment against a target of 95%<\/li>\n\n\n\n<li>100% process compliance during auditing<\/li>\n\n\n\n<li>A 30% improvement in the customer experience confirmed by indexes and business user system adoption<\/li>\n\n\n\n<li>Streamlined business processes across operations<\/li>\n\n\n\n<li>100% compliance for end-user accounts and license administrations.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Building on a strong connection<\/h2>\n\n\n\n<p>After the success realized from this collaborative pursuit, the partners are planning to expand their relationship, with Capgemini playing a key role in assisting the company with its ambition to become a digital champion by 2024. This means transitioning from pure play mobile assets into a triple core, strategy-driven business that is focused on digital telco, digital businesses, and infrastructure. Capgemini will continue to serve as a trusted ERP transformation and support partner, along with driving procurement, front-end digital, and Cloud transformation.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Capgemini answers with business process change, automation, and governance transformation for heightened revenue, service quality, and customer 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