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Back Office Support
To Make Customer Acquisition Hassle Free
CASE STUDY
Processed 4 Lakh Documents Every Day for the Telecom Giant
Vodafone, The one of the top telecom player was looking for a firm that could match up to its expectation of maintaining mountains of documents across India. After understanding the requirements, Softage realized the large scale operations for maintaining bulks of documents. Softage laid out a custom automated process that started maintaining the records effectively and quickly cutting the document processing time drastically.
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The Client
Vodafone India is the Indian subsidiary of UK-based Vodafone Group plc and is a provider of telecommunications services in India with its operational head office in Mumbai. As of March 2018, Vodafone India has a market share of 21% and with its merger with Idea, the collective Vodafone Idea network has approximately 375 million subscribers and is the largest mobile telecommunications network in India.
TASK OVERVIEW
Challenges
Maintaining and managing the documents at a massive scale through 600 spokes across India is a daunting task.
Loss/Damage of documents could result in compliance issues and severe penalties.
Record management for a Telecom companies shift focus from their key competencies.
Time consuming back office processes diverted the focus from core business.
OUR PROCESS
Getting Started
Management at Scale
SoftAge created a robust process to manager 10,000+ manpower across 600 locations in India.
Productivity Monitoring
The process was able to track work productivity of each employee to the second.
Highly Motivated Staff
The core operations team was nurtured and incentivized to accomplish results.
Results
The project's purpose was a great success as the framework was laid out with a complete understanding of current market scenario and the client's requirements. Some are the key pointers to be highlighted are as follows.
15 mins
Customer onboarding in real time
(15 mins TAT)
15 Cr
Approx penalty saved for our client
600
Processing centers created for
swift process
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