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Modernizing Infrastructure and Applications for Telecommunications Services Company
Business Problem
The company is facing a significant challenge in maintaining its legacy systems, which are becoming increasingly outdated and difficult to use. This is causing delays and inefficiencies in their workflow processes, and negatively impacting the user experience. The business problem is to modernize the system and improve the workflow processes to make them more user-friendly and interactive.
The solution is to implement Business Process Management (BPM) technology to update the legacy systems and create an application that is easier to use and navigate. Additionally, the company needs to integrate the new system with external systems and implement existing and new interactivities.
The goal is to streamline the workflow processes, improve the user experience, and increase efficiency and productivity.
Business Solution
The company has implemented an automation program to improve its workflow processes and increase efficiency. The program utilizes the capabilities of the Appian Business Process Management Suite to define guided business processes for different business units within the company. The key features of the program include:
- A standardized user interface with intent-driven screens and role-based access to capture input details
- Configurable business rules for validation and processing
- Straight-through processing, where possible, by integrating systems and eliminating human touchpoints
- Routing and managing tasks based on skills and defined service level agreements
- Automating repetitive human tasks using Robotic Process Automation
- The ability to analyze and monitor the end-to-end process using dashboards and reports
- The ability to incrementally roll out the business process to selective units or subunits.
- The goal of the program is to streamline the workflow processes, improve the user experience, and increase efficiency and productivity.
Technologies
In this case study, several different technologies were used to implement Business Process Management and Automation. Appian and PEGA BPM were the primary tools used for managing and automating business processes. These platforms provide a visual, drag-and-drop interface for designing, building, and deploying process flows, making it easy for non-technical users to create and manage processes.
Blue Prism RPA was used to automate repetitive tasks and processes. RPA, or Robotic Process Automation, allows users to create software robots that can perform tasks and interact with various systems, such as web browsers, applications, and databases. This can greatly improve efficiency and reduce errors by automating repetitive, manual tasks.
Oracle DB was used as the primary database for storing data related to the processes. This powerful relational database management system is known for its reliability, scalability, and performance, making it a great choice for storing large amounts of data.
Finally, Visual Studio Online was used for Agile Management. Agile development is an iterative, incremental approach to software development that emphasizes collaboration, flexibility, and rapid iteration. Visual Studio Online is a cloud-based development platform that provides tools and services for managing and collaborating on software development projects. It also provides a platform for Agile management methodologies like Scrum, Kanban boards and more, which is suitable for this case study.
Customer Success Outcomes:
The successful implementation of this case study using Appian /PEGA BPM, Oracle DB, Blue prism RPA, and Visual Studio Online for Agile Management resulted in several key customer success outcomes and business benefits:
Improved process efficiency: By automating repetitive tasks and processes using Blue Prism RPA, the organization was able to reduce errors and increase efficiency. This resulted in faster completion of tasks and processes, allowing the organization to handle more volume with the same resources.
Increased process visibility: Using Appian /PEGA BPM, the organization was able to gain greater visibility into its processes. This allowed it to identify and address bottlenecks, improve process flow and performance, and make better-informed decisions.
Enhanced data management: Oracle DB provided a powerful, reliable, and scalable data management solution that allowed the organization to store, manage, and access large amounts of data related to its processes. This resulted in improved data accuracy, security, and accessibility.
Agile development: The use of Visual Studio Online for Agile Management allowed the organization to be more responsive to changing requirements and adapt to new technologies more quickly. By working in smaller, more focused sprints, the organization was able to deliver new features and functionality faster and more efficiently.
Improved collaboration: Visual Studio Online provides a platform for real-time collaboration and communication between team members, which improved the overall team productivity and success of the project.
Overall, these customer success outcomes and business benefits led to increased productivity, reduced costs, and improved customer satisfaction.
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