Back Office Support

To Make Customer Acquisition Hassle Free

vodafone
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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vodafone

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.

Challenges
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