Robotic process automation (RPA) can be used in various areas of the telecom industry. It allows telecom providers to automate repetitive tasks related to network management, invoice and purchase order processing, customer onboarding/offboarding, responding to partner queries, and sales order processing. This frees up employees to focus on more complex work. RPA also helps with data transformation, expense control, first call resolution, debt collection, and improves efficiency and scalability. Implementing RPA reduces costs, errors and improves customer satisfaction for telecom companies.

1. Use cases of robotic
process automation
In Telecom
Abhinav Sabharwal Principal
Consultant & Trainer @ School of RPA

2. Network Management
• One of the challenging areas to tackle for
telecom providers is capacity demand, as an
increasing amount of rich content is
constantly being transferred between apps,
devices, and users.
• With an increase in traffic levels and the
complexity of distributed networks, telecom
network management becomes difficult for
service providers
• Implementing RPA technology allows telecom
providers to use automated solutions for
repetitive tasks like incident, event, and
diagnostics management so that network
engineers can divert their focus towards more
complex processes.

3. Invoice & Purchase Order Processing
• RPA is a perfect fit for the telecom industry,
as there are multiple repetitive
organizational tasks that take time away
from more efficient and productive ones.
• By using software robots to conduct periodic
maintenance work, monitor networks, keep
backups, and distribute emails, RPA offers
complete automation based on the
complexity of the task.
• Further, RPA technology can be used in the
telecom industry to digitize invoices and
emails, helping the employees save their
valuable time and focus their attention on
better revenue generation strategies.

4. Customer Onboarding/ Off boarding
• Implementing RPA and automating the
process of customer onboarding and
off-boarding helps the telecom
providers maintain robust clarity on all
customers and their information.
• Further, RPA powered bots make it
super easy to add customers
automatically whenever a new one
joins and also simple to remove when
they leave.
• It helps the telecom sector save time,
reduce the chances of errors, reduce
costs, and save their employees from
wasting their time on unproductive
manual tasks.

5. Efficiently Responding to Partner Queries
• Most of the companies in the telecom
sector rely on external partners such as
independent brokers to sell their services.
• RPA based software robots are fully
equipped to respond to the simple
queries, interpret emails, and redirect the
complex questions to humans making the
overall process of query resolution much
simpler.
• Further, RPA also assists in customer
service as it can automate call sharing to
human employees instantly so that they
can serve the customer immediately to
ensure better work efficiency, increased
profits, and overall enhanced customer
service.

6. Manual Sales Order Processing
• RPA in telecom can seamlessly capture all
the business process tasks performed by
the staff, thus minimizing the manual
efforts required in sales order processing.
• This can be achieved by generating a well-
structured workflow based on employees’
actions, which serves as an infrastructure
for all the automated processes.
• Further, telecom companies can map each
process step with the cost associated with
its manual execution to be able to identify
the steps which need automation that can
lead to the highest return on investment.
• This kind of robotic process automation in
telecom is a good example of how it helps
to manage large, unstructured datasets.

7. Data Transformation
• This is another area where RPA in telecom
can bring significant changes. The industry
depends on huge sets of data stored in
various file formats.
• RPA powered software bots can help
transform all this data into a structured and
uniform format, with an ability to work
with non-standard formats of data as well.
• Further, combining RPA with other
upcoming technologies such as Artificial
Intelligence (AI) can allow telecom
providers to analyze predictive patterns
based on structured datasets.
• RPA here can help organize the database,
whereas AI can create predictions
continuously with much higher accuracy.

8. Expense Control
• RPA based software robots can be used
for reducing operational and capital
expenditures by maintaining robust
data integrity and security, providing
automated and regular reports, and
managing software and hardware costs.
• It is especially suitable for small
companies looking to benefit from
significantly reduced costs. Additionally,
RPA technology can also be used for
billing and revenue management by
automating those tasks.

9. First Call Resolution
• RPA technology enables software bots
to rapidly access data, thus assisting the
telecom agents in addressing the high
volumes of customer demands on their
first call without having to do repeated
follow-ups.
• Further, RPA promotes FCR rates, thus
helping the telecom firms ensure
customer retention and loyalty.
Customer care processes with higher
FCR rates lead to enhanced customer
satisfaction and retention with lowered
operating costs and happier employees
for businesses.

10. Debt Collection
• Automating the back-office process of debt
collection can also be an effective RPA use case in
telecom. RPA helps telecom firms to identify and
collect what their organization is owed on the
respective due dates.
• A robust RPA platform can automate various steps
of the debt collection process, such as payment
information updates, due dates, payment
reconciliation, and urgent escalations. This helps
the employees to be more productive by worrying
less about the collection and more about the
services they offer

11. Scalability and Improved Efficiency
• RPA technology enables software bots
to rapidly access data, thus assisting the
telecom agents in addressing the high
volumes of customer demands on their
first call without having to do repeated
follow-ups.
• Further, RPA promotes FCR rates, thus
helping the telecom firms ensure
customer retention and loyalty.
Customer care processes with higher
FCR rates lead to enhanced customer
satisfaction and retention with lowered
operating costs and happier employees
for businesses.

12. Scalability and Improved Efficiency
• RPA technology enables software bots
to rapidly access data, thus assisting the
telecom agents in addressing the high
volumes of customer demands on their
first call without having to do repeated
follow-ups.
• Further, RPA promotes FCR rates, thus
helping the telecom firms ensure
customer retention and loyalty.
Customer care processes with higher
FCR rates lead to enhanced customer
satisfaction and retention with lowered
operating costs and happier employees
for businesses.

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