For OTE Group, the biggest telecommunications firm in Greece, buyer expertise is a prime precedence—a price we perceive and share at Cisco CX.
OTE is a key participant in Greece’s digital transformation, dedicated to creating its connectivity options easy and obtainable to 30,000 organizations together with ministries, monetary establishments, hospitals, and faculties. But with two-thirds of the worldwide inhabitants linked to the web1 and European service suppliers going through elevated competitors with declining ARPU (common income per person) yr over yr2—providing revenue-generating companies was a obligatory consequence.
To assist meet expectations and demand for easy and linked experiences, OTE seemed to Cisco Business Critical Services to automate its buyer provisioning course of. This would quickly show to be a necessary step to allow OTE to onboard new companies and enhance buyer expertise and satisfaction. Let’s take a more in-depth have a look at how they achieved their targets with this true collaboration.
Improved productiveness and decreased prices with automation
The advantages of implementing and automating community expertise provisioning processes had been clear to OTE’s Director of Network Strategy, Michalis Papamichail, who’s accountable for community technique and constructing core community plans.
Their conventional means of provisioning new clients was guide, time-consuming, and required the efforts of a number of departments. This resulted in widespread errors in buyer account and community provisioning databases. On prime of this knowledge inconsistency, they had been challenged with managing sources and dealing with inefficiencies between groups that had conflicting enterprise priorities. All of this made it tough to ship companies to clients.
That’s the place Cisco Business Critical Services got here in. Cisco consultants labored intently with OTE to assist them take away guide duties and improve their success. By automating key community processes and activating end-to-end companies throughout a number of distributors, OTE instantly noticed outcomes, reminiscent of:
- Decreased buyer activation occasions: It used to take OTE a number of days to activate and set up new clients by means of guide provisioning. Now they will onboard in minutes.
- Faster troubleshooting: Network points are resolved sooner with automation and correct provisioning data, bettering community efficiency.
- Movement of onboarding to at least one staff: Automated provisioning processes drove organizational effectivity and allowed OTE to combination a number of departments into one.
With these outcomes, OTE was not solely capable of scale back prices and take away human errors related to guide processes, however in addition they improved their skill to ship a broader array of companies to their clients—sooner.
“The results are already here. We have formulated faster provisioning, which leads to zero errors. And it also gives us an opportunity for better troubleshooting, since we have a more uniform way of providing services to our business customers.”
– Michalis Papamichail, Director of Network Strategy, OTE Group
Outcomes that put you in management
OTE’s transformation journey and achievements are in step with the outcomes seen by different organizations that use Cisco Business Critical Services to speed up and obtain their enterprise outcomes.
By partaking with Cisco Business Critical Services, organizations who leverage our human + digital intelligence can see important features of their networking and IT efficiency, with outcomes like:
- 253% ROI over 3 years and as few as 4 months to interrupt even
- 33% extra environment friendly IT networking/infrastructure groups
- 13% decrease prices for IT environments supported
- 74% decrease productiveness losses
- Up to 54% much less unplanned downtime
- 45% sooner problem decision
I typically hear folks talk about how benefits like these are pushed by our digital choices. Of course, that may be a huge a part of the worth we offer. But the dialog all the time comes again to the advantages of our human experience. Our human experience just isn’t solely the muse of Cisco’s digital intelligence, but it surely additionally powered the capabilities and teamwork that helped OTE’s visions turn into a actuality, because it has with a lot of our clients.
OTE plans to stay agile in at present’s quickly aggressive market by persevering with to boost its provides and companies to satisfy ever-changing buyer wants. And by working with Cisco Business Critical Services, they’ve been capable of confidently rebalance their sources, save prices, and speed up innovation as they paved the way in Greece’s digital transformation.
To be taught extra about OTE Group’s digital transformation and Business Critical Services, I invite you to go to their full story at Reducing prices and automating buyer provisioning at OTE Group and uncover methods to unleash your innovation with Business Critical Services.
Sources:
1Cisco Annual Internet Report, 2018-2023
2Statista, ARPU Development in Europe, 2011-2022
3IDC Value Study, Cisco Business Value Snapshot, 2021
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