美国某电信运营商RPA案例分享
美国某电信运营商，主营国际国内电话服务、互联网业务、通信网络资源及设施服务等。凭借强大的综合实力，该公司已连续多年入围世界500强。
近年来，随着行业竞争日趋激烈，该公司开始谋求转型，以降低运营成本，提高业务效率。
为了改善客户体验，提高客户满意度，公司成立了专业的RPA技术团队，在客户服务、财务、售后等业务中部署了RPA。
应用业务
客户服务：查找、跟踪客户投诉订单
实施RPA前
1.员工每天都要跨系统手动搜寻并处理客户的投诉订单，耗时费力。
2.人工操作可能出现遗漏，投诉处理不及时，客户满意度低。
实施RPA后
1. RPA自动从CRM和邮件系统中提取客户反馈，并对信息内容进行分类，再根据客户设定，RPA将反馈信息汇总生成数据报表发送给员工审核。
2. 员工审核后，由RPA向客户发送反馈邮件，并实时跟踪反馈动态。
财务业务：自动生成发票
实施RPA前
1.收到订单后，员工要手动录入相关信息并开立发票，通过邮件发送给客户。
2.手动开票耗时长，业务量大时，员工可能因疲劳导致数据录入错误。
实施RPA后
1.RPA自动为客户生成电子发票，并发送至客户的电子邮箱。若客户有纸质发票需求，RPA会将发票信息发送至打印机。遇到有争议的发票，RPA则自动将信息转由人工处理。
2.RPA优化了开票流程，减轻了员工的工作量，也缩短了开票时间，提高了开票准确率。
总体效果
通过实施RPA，该公司内部60%的业务流程实现了自动化，大大降低了公司的运营成本，提高了业务效率，也提升了客户满意度。
The RPA Case of Communication Industry:A Telecom Operator in the United States
A telecom operator in the United States mainly engaged in international and domestic telephone services, Internet business, communication network resources and facilities services. The company has been shortlisted in the world’s top 500 for many years in a row with its strong comprehensive strength.
In recent years, with the increasingly fierce competition in the industry, the company began to seek transformation to reduce operating costs and improve business efficiency.
In order to improve customer experience and satisfaction, the company has set up a professional RPA technical team to deploy RPA in customer service, finance, after-sales and other businesses.
Application Business
Customer service:
find and track customer complaint orders
Before deploying RPA
1.Employees have to search and process the customer complaint orders across the systems every day, which is time-consuming and laborious.
2.It may cause omission, unresponsive operation of complaint orders and low customer satisfaction.
After deploying RPA
1.RPA automatically extractscustomer feedback from the CRM and mail system. And then, the information will be classified. After that, according to customer settings, RPA summarize the feedback to generate data reports and sends them to the employees for review.
2.After the employee review, the RPA sends the feedback e-mail to the customer and tracks the feedback in real time.
Financial business:
generate invoices automatically
Before deploying RPA
1.After receiving the orders, the employees will enter the relevant information to issue invoices, which will be sent to the customers bye-mails.
2.Manual invoicestake a long time. When the workload is heavy, employees may enter error data due to fatigue.
After deploying RPA
1.RPA automates the generation of electric invoicesand the sending of e-mailto the addresses for the customers. If the customers have paper invoices requests, RPA will send the information of invoices to the printer. As for problematic invoices, RPA will transfer the information to manual processing automatically.
2.RPA optimizes the invoice process, lightens the workload of the employees, shortens the invoice time and improves the invoiceaccuracy.
Achievements
Through the deployment of RPA, 60% of the business processes of the company are automated, and the operating cost has been reduced, improving business efficiency and customer satisfaction.
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