For OTE Group, the most important telecommunications firm in Greece, buyer expertise is a prime precedence—a worth 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 out there to 30,000 organizations together with ministries, monetary establishments, hospitals, and colleges. However with two-thirds of the worldwide inhabitants related to the web1 and European service suppliers going through elevated competitors with declining ARPU (common income per consumer) 12 months over 12 months2—providing revenue-generating providers was a vital final result.
To assist meet expectations and demand for easy and related experiences, OTE seemed to Cisco Enterprise Crucial Companies to automate its buyer provisioning course of. This is able to quickly show to be a vital step to allow OTE to onboard new providers and enhance buyer expertise and satisfaction. Let’s take a better 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 have been clear to OTE’s Director of Community Technique, Michalis Papamichail, who’s liable for community technique and constructing core community plans.
Their conventional strategy 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 information inconsistency, they have been challenged with managing assets and dealing with inefficiencies between groups that had conflicting enterprise priorities. All of this made it tough to ship providers to clients.
That’s the place Cisco Enterprise Crucial Companies 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 providers throughout a number of distributors, OTE instantly noticed outcomes, akin to:
- Decreased buyer activation occasions: It used to take OTE a number of days to activate and set up new clients via guide provisioning. Now they will onboard in minutes.
- Sooner troubleshooting: Community points are resolved sooner with automation and correct provisioning data, enhancing community efficiency.
- Motion 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 in a position to cut back prices and take away human errors related to guide processes, however additionally they improved their means to ship a broader array of providers to their clients—sooner.
“The outcomes are already right here. Now we have formulated sooner provisioning, which ends up in zero errors. And it additionally offers us a chance for higher troubleshooting, since we have now a extra uniform method of offering providers to our enterprise clients.”
– Michalis Papamichail, Director of Community Technique, 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 Enterprise Crucial Companies to speed up and obtain their enterprise outcomes.
By participating with Cisco Enterprise Crucial Companies, organizations who leverage our human + digital intelligence can see important beneficial properties 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
- As much as 54% much less unplanned downtime
- 45% sooner subject decision
I usually hear individuals talk about how benefits like these are pushed by our digital choices. In fact, that may be a massive a part of the worth we offer. However the dialog at all times 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 grow to be a actuality, because it has with lots of our clients.
OTE plans to stay agile in as we speak’s quickly aggressive market by persevering with to boost its gives and providers to satisfy ever-changing buyer wants. And by working with Cisco Enterprise Crucial Companies, they’ve been in a position to confidently rebalance their assets, save prices, and speed up innovation as they prepared the ground in Greece’s digital transformation.
To study extra about OTE Group’s digital transformation and Enterprise Crucial Companies, I invite you to go to their full story at Lowering prices and automating buyer provisioning at OTE Group and uncover methods to unleash your innovation with Enterprise Crucial Companies.
1Cisco Annual Web Report, 2018-2023
2Statista, ARPU Growth in Europe, 2011-2022
3IDC Worth Examine, Cisco Enterprise Worth Snapshot, 2021