About the Client
A leading telecom operator in the UK
Challenge
A leading telecom provider in the UK was managing internal service requests through manual processes—email-based submissions, task assignments, and tracking. These legacy systems were inefficient, error-prone, and lacked visibility, making it difficult to maintain service levels and respond swiftly to internal queries.
As request volumes increased, the manual approach began to hinder operational efficiency. Delays in task assignment and resolution led to escalations. Teams spent excessive time managing mailboxes, tracking SLAs manually, and compiling performance reports. This not only impacted productivity but also reduced overall process quality and responsiveness.
Requirements
Replace manual email-based request handling with a centralized digital system
Automate task assignment and SLA tracking
Improve visibility into request status and performance metrics
Reduce turnaround time and escalation frequency
Enhance reporting capabilities for service performance
Solution
The telecom provider partnered with TCTS to implement a comprehensive automation strategy using Microsoft Power Platform. Key enhancements included:
- Microsoft Forms replaced mailbox-based request submissions for structured intake.
- SharePoint and Power Apps automated request tracking, eliminating manual spreadsheets.
- Power Automate flows enabled auto-assignment of tasks, reducing human effort.
- SLA tracking was fully automated, ensuring timely resolution without manual oversight.
- Internal queries were routed via MS Teams and Power Automate, cutting down email clutter.
- Proactive notifications for special cases eliminated the need for manual follow-ups.
- Individual performance tracking was automated, replacing manual reporting.
- IT ticket management was centralized by auto-capturing details from emails.
- Mailbox optimization identified and filtered no-action emails, saving time.
Results
10,000+ hours/year
Of manual effort eliminated
20% improvement
In process quality
99% reduction
In turnaround time
25% boost
In overall process efficiency
By embracing low-code automation with Microsoft Power Platform, the telecom provider transformed its internal operations—streamlining workflows, improving service delivery, and freeing up valuable time for strategic initiatives.
