ProcessMaker > Case Studies > Telefónica CAM Improves Customer Experience with ProcessMaker

Telefónica CAM Improves Customer Experience with ProcessMaker

Customer Company Size

Large Corporate

Region

America

Country

Nicaragua
Panama
Costa Rica
El Salvador
Guatemala

Product

ProcessMaker
DocMe DMS

Tech Stack

Low-code BPM
Workflow Software

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements
Customer Satisfaction

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Telecommunications

Applicable Functions

Business Operation
Sales & Marketing

Use Cases

Process Control & Optimization
Predictive Maintenance
Real-Time Location System (RTLS)

Services

Cloud Planning, Design & Implementation Services
Software Design & Engineering Services

About The Customer

Telefónica operates in 16 countries and has a presence in 24, with over 120,000 employees. Between January and December 2018 Telefónica had consolidated revenues of 48,693 million euros and more than 356 million total accesses, 270.8 million mobile phones accesses, 22 million Internet and data accesses, and 8 million pay TV accesses. Telefónica is a 100% listed company with more than 1.3 million shareholders, traded in several of the most important stock markets around the world. Telefónica CAM is the mobile market leader in Panama and Nicaragua, and the second largest mobile provider in Costa Rica, with nearly 8.7 million total customers.

The Challenge

Before the implementation of ProcessMaker, Telefónica CAM was manually re-entering data between Microsoft Excel and its legacy software. This manual input left room for human error, delays in service, and expensive labor costs. For instance, Telefónica Guatemala was manually processing over 100 new business account subscriptions every day. Each of these produced 20 new accounts that needed to be created. All of this was completed manually, meaning that activating new accounts often took more than three days to complete. Telefónica realized both money and time was lost during the account opening process on a massive scale. At the time, Telefónica CAM was unable to determine the cost and ROI with its new subscriptions. It also had limited visibility into its organization’s workflows and the efficiency of its processes.

The Solution

In 2013, Telefónica began using ProcessMaker first in Guatemala, then expanded to Costa Rica. Its financial workflows now work together seamlessly between multiple systems to coordinate expenses and payments in one centralized location. Telefónica also streamlines the activities and approvals associated with each payment process. Its processes and reporting are now automated using the ProcessMaker platform. The Telefónica CAM team benefited from the agility of the platform, deploying new processes and creating integrations between systems and processes to meet Telefónica’s ever-evolving needs. Another benefit included automating the activation process for mobile and cloud services, Internet, and landline phones. When a client signs up for a service, their information is routed through an approval process and then directly to the operator. ProcessMaker also integrates with the division’s document management service, DocMe to automate all contracts from start to finish. ProcessMaker creates the form employees complete and electronically sign, then ProcessMaker logs the contract in DocMe. Through ProcessMaker, high-level decisions can be made with precise and accurate data in real time. The system ensures accounting and financial data are based in accurate transaction information through automation.

Operational Impact

Telefónica currently automates over 100 processes using ProcessMaker in Guatemala, Costa Rica, El Salvador, Nicaragua, and Panama.
Telefónica CAM became more efficient and consistent across its full range of business functions including finance, accounting, sales, human resources, legal, marketing, IT, and business operations.
The organization added a new level of accountability to its daily operations. Dashboards and audit logs give insight into each of its processes.
ProcessMaker’s platform ensures that each new mobile or landline customer meets the company’s target profit margin and can adjust accordingly in real time.
ProcessMaker platform empowers Telefónica to leverage multiple systems in order to eliminate busywork, all without removing the key element of human interaction from the workflow process.

Quantitative Benefit