Customer Data Centralization: Revolutionizing Data Consistency in Telecom with Camunda [BLUEPRINT]
Eliminate data discrepancies, enhance data quality, improve customer service, ensure compliance and legal security, boost operational efficiency, and streamline even the most complex workflows!
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Improve the first-contact resolution rate, streamline error handling, reduce the time spent on corrections, and lower the costs associated with resolving inconsistencies, among other benefits.
Market benchmarks show that our solution can drive the results below:
$50 to $150
cost reduction per inconsistency resolved
30% to 50%
reduction in error handling time after process automation
80% to 95%
increase in first-contact resolution rate due to well-optimized processes
Solution Overview
Customer Data Centralization: Revolutionizing Data Consistency in Telecom with Camunda
By establishing a “Single Source of Truth” across CRM and legacy systems and enabling real-time synchronization through APIs, this initiative demonstrates how revolutionizing data consistency in telecom can enhance data accuracy, streamline operations, and elevate customer service to new heights.
The primary objective is to centralize customer data, ensuring consistency and accuracy across all systems. By implementing an automated data management solution, the telecom provider can swiftly identify discrepancies and route them for resolution, significantly improving operational efficiency and enhancing the customer experience. This case underscores the power of Camunda in orchestrating complex integrations and managing data processes, revolutionizing data consistency in telecom providers.
[Video] Customer Data Centralization: Revolutionizing Data Consistency in Telecom with Camunda
Key Benefits and Results
- Enhanced Data Quality: By consolidating data and automating validation checks, the telecom provider has significantly reduced issues like duplicate, outdated, or incorrect information. The centralized repository now acts as a dependable and accurate source for customer data, enhancing all downstream processes that depend on this information—resulting in smoother operations and a better overall customer experience.
- Improved Customer Service: Consistent data allows service representatives to access accurate customer profiles instantly, leading to faster response times and improved service quality. With a centralized source of truth, employees can avoid the hassle of navigating multiple systems or manually verifying information, making customer interactions smoother and more efficient.
- Operational Efficiency: By cutting down on manual data validation and correction tasks, the company has optimized how it allocates resources. Automation enables teams to concentrate on higher-value activities, speeding up workflows and lowering error rates – resulting in more productive operations and a stronger focus on strategic goals.
- Compliance and Legal Security: With real-time customer data, the company gains a secure source of information that helps prevent legal issues and further enhances compliance with all applicable rules, laws, and regulatory entities involved in customer relationships.
Business Capabilities
This blueprint represents the flow for managing inconsistencies detected in telecommunications operations. It begins with the receipt of an inconsistency from a specific source, followed by initial handling for B2C or B2B contexts. The process involves steps to validate the inconsistency, either manually or through automated methods. If the inconsistency is admitted, corrective measures are taken to resolve it. The process concludes with the completion of handling for tickets or errors and ensures appropriate communication of resolutions.
Based on the eTOM framework (Enhanced Telecom Operations Map), the process is classified as follows:
1 – Main Domain: Operations
Subdomain: Assurance
- The process is directly related to ensuring service quality and addressing operational issues. Includes activities such as “Problem Handling,” “Incident Management,” and “Service Quality Management.”
2 – Detailed eTOM Framework Classification:
- Customer Relationship Management (CRM): Involves handling customer-facing issues, such as B2C inconsistencies.
- Service Assurance: Validating inconsistencies and ensuring resolution in B2C and B2B service contexts.
- Problem Management: Includes steps for error detection, manual validation, and corrective actions to ensure continuity and quality.
- Resource Management: Addresses operational resource allocation for resolving detected inconsistencies effectively.
This classification ensures alignment with the eTOM framework and highlights the process’s role in maintaining service integrity and customer satisfaction.