At the corporate HQ of one of Asia’s leading telecoms companies, Axiata Corporate Centre, the focus is on the group becoming a digital telco. As part of its Digitization Program, Axiata implemented robotic process automation (RPA) to eliminate manual, repetitive processes where possible with partner KGiSL. The group set a cautious target of automating six processes in six months, but the team beat its target, completing 13 processes in that time. Detailed analysis revealed that Axiata has many manual repetitive processes within the TM Forum-based Business Process Framework (eTOM) in the enterprise domain. They mostly relates to the internal audit findings for administration and user access reviews: Like other Malaysian organizations, Axiata Group must submit relevant reports to the government monthly. Manual processes meant the findings could be inaccurate and late.
Outcomes
Overall savings in first year
RM 100,000
$22,472
Improvement in turn-around time
90%
Hours of effort regained by staff from automation
934
per year
