APPLIED INTELLIGENCE AT WORK FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM

CASE STUDY

Automation helps multiple stakeholders and improves workers’ lives

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OverviewT-Mobile Czech Republic and Slovak

Telekom

“Millennials are digitally savvy. They want fast-paced roles where they can use technology wisely and make a difference. If we were going to attract and retain the best, we knew we needed to use technology to automate the boring bits and make our human roles more .”

KATERINA SUVARINOVA

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM03

T-Mobile Czech Republic, Slovak Telekom and Accenture joined forces in Accenture’s Innovation Studio in Milan

biggest impact on company performance and

Abundant challenge,big opportunity

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM04

FOUNDATIONSfoundations for future automation

ACCURACYCOSTSRESOURCES

TECHNOLOGY EFFICIENCY

RPA Implementation ROI

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM05

The team analysed every step in the journey,

completion of their requests.

Both sides

and simpler processes.

Customer First

The automated processes originated in different parts of the business, giving the total program a broader impact.

The most visible automation impact took place in

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM06

Customer visits e-shop to activate or modify services

Customer calls Contact Center to activate or prolong existing Fix services

B2B customers’ employees

Customer visits Slovak Telekom e-shop to either

B2B customer buy HW on HW subsidy

previously completed by BO agent

Transaction details

sent to BO agent for processing

by robot

details are gathered via structured inputand processed by robot

T-MOBILE CZECH REPUBLIC SLOVAK TELEKOM

01 | B2C Online Orders

04 | B2C Contact Center Fix Activation & Prolongation

04 | B2B SIM Activation

03 | B2C Online Fix Activation & Prolongation02 | B2B T-Mobile Program Activation

03

Customer visits Slovak Telekom e-shop to activate

Customer visits Slovak Telekom e-shop to extend/prolong existing postpaid service

01 | B2C OnlinePrepaid Activation

02 | B2C OnlinePostpaid Prolongation

Automating Processes

07

Customer visits e-shop to activate

transformed to Order by robot sent to Sales agent for upsell and then amended and processed easily

01 | B2C Fix Online Sales transactions

Sales agent forprocessing andupsell and then sentto BO for processing

or port-in his Mobile number from different provider

02 | B2C Online Postpaid Prolongation

Customer sends letter to terminate their services from Slovak Telekom

03 | B2C Contact Center Mobile Activation & Prolongation

04 | B2C Terminations

Customer calls Contact

or prolong existing Mobile service

Transaction is

structured input and processed by robot

Integrated ProcessSLOVAK TELEKOM

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM

08

role

Center of Excellence

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM09

investment in less than 18 monthsless room

for error have better client conversations and more satisfying jobs

Paying for itself“Accenture didn’t just help us complete one project. They introduced the whole idea of robotic process automation. Then they helped us build the infrastructure, strategic processes and skills that will allow us to continue on this journey. We’re a much more sophisticated and innovative organisation

to use RPA in ways that will have a proven impact on the broader business.”

45+12redeployment

Processes automated

PETER SKODNY

APPLIED INTELLIGENCE AT WORK FOR ALL FOR T-MOBILE CZECH REPUBLIC AND SLOVAK TELEKOM010

About Accenture

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