IBM > 实例探究 > 电信转型：Avea 改善客户体验之旅

电信转型：Avea 改善客户体验之旅

技术

功能应用 - 企业资源规划系统 (ERP)
机器人 - 轮式机器人

适用行业

电子产品
电信

适用功能

质量保证

用例

库存管理
时间敏感网络

关于客户

Avea 是土耳其最年轻、发展最快的移动运营商，拥有超过 1600 万用户。他们拥有约 2,700 名员工，并与 205 个国家/地区的 685 家 GSM 运营商签订了漫游协议。

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挑战

为了向客户提供一流的服务并遵守严格的法规，移动运营商 Avea 希望以更快、更具成本效益的方式来访问和管理不断增长的用户数据。

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解决方案

Avea 实施了新的内容管理平台并引入了电子发票，以帮助团队即时访问文档并更快地响应客户。他们还与 IBM 和 Aksis 合作，使用 IBM FileNet Content Manager 构建了单一电子存储库。

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运营影响

The new content management platform and the introduction of e-invoicing have brought significant operational benefits to Avea. With content now available at agents’ fingertips, Avea can process customer requests and enquiries faster than ever before, boosting subscriber satisfaction. The more efficient content management enables teams to spend less time hunting down information, and more time engaging with customers. The switch to e-invoicing has not only expedited the billing process but also reduced the risk of paper documents being lost in the mail. By streamlining access to key content and enabling customer service teams to work more quickly and efficiently, Avea can support profitable business growth without compromising on the high-quality service delivered to subscribers.

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数量效益

$2 million saved monthly in invoicing costs, delivering a boost to profit margins
800 million documents managed from a single shared content platform
Reduced average call handling time, saving time and money

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