Telecommunication Automation Use Cases

1. Automating repetitive
manual work in the
Telco industry
Amir Khan, Automation Activist
27th of January 2023

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1. Put your questions in the chat today. Everyone will try to answer it.
2. Remaining questions will be asked on your behalf at the end of the
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4. This is the 3rd meetup of our industry-specific meetup series with
real world examples.
(If you would like to see a use case please share with us)

6. Verena Meyer-Trenkle
Industry Expert
(Retail, Telco, Travel & Transportation, etc.)

7. Need for Automation
Telecommunication Use Cases
Network
Management
Invoice Processing Customer
Onboarding
External Partners
Sales activities Data Prep &
Transformation
Manual Refund First call resolution

8. Use Cases Telco for Today
1
Customer Onboarding & Communication
- Reduce manual tasks
- Enable cross channel communication
2
Customer Support: Swivel-chair scenario
- Service agent needs to check several system for
troubleshooting
- Long customer waiting times

9. Use Case 1
Customer Onboarding

10. Customer Onboarding and Communication
Sales Rep
Online
self-service
Physical contract is
scanned; Content
extracted to CRM
Contract information
transferred to CRM
Customer enters new contract
Monthly invoices
generated and
sent to customer
Promotions sent to
customer using
preferred way of
communication
Unlock number
and send
notification to
customer
Information / changes transferred
back to CRM via customer portal
Service Agent
Customer
Virtual
Assistant

11. Meet
Henry
Henry is a sales representative for a
partner store of One Mobile
He is responsible to send customer
contracts to One Mobile via Email.
Often he has to open tickets at One Mobile to
verify why customers are not onboarded yet.

12. Telecommunications
Sample Customer Contracts
Contract
Customer
Address
Subscription
Company

13. Telecommunication Use Case
BSS Legacy App

14. Customer Onboarding and Communication
Manually processed data can take a lot of time and is error prone
Store
Operations
Scans signed
contract
Email with contract
attached
Email with contract
received
Signed contract Activation
(legacy BSS)
Can take up to 5 days
Email confirmation
upon Activation

15. Customer Onboarding and Communication
Customer enters new contract (automated)
Store
Automation
Scans signed
contract
Email with contract
attached
Email with contract
received
Signed contract Activation
(legacy BSS)
Within 5 minutes
Email confirmation
upon Activation

16. MuleSoft Automation
Implemented using MuleSoft RPA

17. Live Demo
Customer Onboarding

18. Use Case 2
Swivel Chair Scenario

19. Increase Productivity and Efficiency
Service Agent
Opens Knowledge
Base and goes
through checklist
Proposes solution
attempts
Swivel Chair Scenario - “internet issues”
Logs into diff OSS systems for any
cable/router/ethernet disconnections
Broken router
Create ticket to exchange
router; arrange onsite
technician
IVR menu:
-authorisation
-problem selection
-...
Customer
Customer Waiting Time
Service Agent
summarizes actions
and closes call

20. Meet
Simona
Simona has started a new job
working from home
As part of the new Job she subscribed for
faster internet speed.
After changing her contract the internet is not
working anymore.

21. Meet
Chris
Chris is a customer service agent at
OneMobile Service Center.
He is responsible for customer cases,
requests, claims, refunds, etc.
Super passionate about customer service and
provides best in class assistance to customers

22. Daily Routine includes too many dependencies
Swivel Chair Scenario - “internet issues”
Customer
Service
Agent
Check Activation
(legacy BSS)
Checklist
Opens Case
Operations
Opens Ticket
Work on Ticket
Check & Push Version
(legacy OSS)
Fix Ticket
Close Case
Close Ticket
Notify Customer

23. Daily Routine includes too many dependencies
Swivel Chair Scenario - “internet issues”
Customer
Service
Agent
Check Activation
(legacy BSS)
Checklist
Opens Case
Operations
Opens Ticket
Work on Ticket
Check & Push Version
(legacy OSS)
Fix Ticket
Close Case
Close Ticket
Notify Customer
Takes up to 2 days

24. Increase Productivity and Efficiency
Swivel Chair Scenario - “internet issues”
Customer
Service
Agent
Check & Set Activation
(legacy BSS)
Checklist
Opens Case
Automation
Push Version
(legacy OSS)
Close Case
Notify Customer
Trigger Backend Checks
Resolve Case
Push latest version
Takes up to 5 - 10 min

25. Demo Part 1 - Reading Router SW Update and Activation
Swivel Chair Scenario - “internet issues”
Customer
Service
Agent
Check & Set Activation
(legacy BSS)
Checklist
Opens Case
Automation
Push Version
(legacy OSS)
Close Case
Notify Customer
Trigger Backend Checks
Resolve Case
Push latest version
Takes up to 5 - 10 min

26. Demo Part 2 - Pushing latest SW Update to Router
Swivel Chair Scenario - “internet issues”
Customer
Service
Agent
Check & Set Activation
(legacy BSS)
Checklist
Opens Case
Automation
Push Version
(legacy OSS)
Close Case
Notify Customer
Trigger Backend Checks
Resolve Case
Takes up to 5 - 10 min
Push latest version

27. Telecommunication Use Case
BSS Legacy App

28. Router Firmware Legacy App
Telecommunication Use Case

29. Live Demo
Swivel Chair Scenario - “internet issues”

30. SAP
SAP
MuleSoft Automation
Empower your teams to do more, with less
Move faster with fewer resources
Automate any manual or repetitive tasks in your organization
Composer -- RPA -- Orchestrator
Improve how work flows for everyone
Empower anyone to automate any Customer 360 processes
Composer -- RPA -- Orchestrator
Power automations together
Automate as a team on a platform that makes collaboration with IT easy
Composer -- RPA -- Anypoint

31. MuleSoft Automation Suite
Composer
Process
Automation
MuleSoft RPA
Human Task
Automation
Anypoint
System
Integration
Automation IT
Business
Legacy Systems
Unstructured Data
Whenever APIs can not be used
On-premise backend systems
Multi-cloud environments
B2B, B2C, validated systems, etc.
Business apps (day to day usage)
Email, Attachments, File processing
Import, Export, Transform activities

32. API-First Automation RPA-driven Automation
Design
Execution
Operation
Focus on graphical
user interface (GUI)
automation
Rely heavily on
screens as they
replicate human
actions
Automation flows can
become very complex
due to number of
screens
Focus on headless
(API) automation and
uses RPA as last
option
Connectivity and
APIs are at the core of
the design principles
+10x faster than
RPA-driven
automation in design
Requires a dedicated
installation on a
client machine
Perform step by step
execution in the same
manner as humans would
do
Error prone when
changes happens to
screens (GUI)
High maintenance
and error prone for
modern applications
Requires specialist
support in case of
errors in production
Client machine upgrade
required when software
update available
Can save up to 80%
operational costs
compared to RPA-driven
automation
Less specialist support
required once
deployed in production
Requires only client
machine upgrade for
RPA-driven
resources
No dedicated
client required as
platform agnostic
Execution happens
headless unless an
RPA-step is involved
+30x faster than
RPA-driven automation
in execution

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39. Automation IT
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40. Need for Automation
Telecommunication Use Cases
Network
Management
Invoice Processing
Customer
Onboarding
External Partners
Sales activities Customer Service
Manual Refund
First call resolution
27 January 2023 10.00AM - 11.00AM CET

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