Provide end-to-end CAF processing and migration services for India’s top telecom company.
India's top telecommunications service provider has a customer base of more than 200 million. It has a digital network that is capable of supporting best-of-class services spanning the entire communications value chain, covering over 21,000 cities and towns and over 400,000 villages.
- The Challenge
- Seamless transition of CAF Management services from the earlier vendor.
- Mobile number to be activated within 4 hours (T+4) of Customer submitting Customer Application Form (CAF) at any of the Distributors or Sales Offices across designated Circles.
- Circles were located in regions with hilly terrain making physical movement of CAFs to processing centers time consuming and hence bursting TAT of T+4
- Migration of CAFs from earlier vendors to WIMS Facilities.
- Re-inventorisation of these CAFs.
- Managing TERM retrievals by regulator during this transition.
- Audit of documents were proving to be a challenge.
- Customer services were being impacted.
- The Solution
- Dedicated systems, Teams and workflow in place to ensure smooth transition and execution of CAF Management.
- Scanning and indexing software deployed for Distributors to digitize and upload CAFs to our Servers.
- Dedicated BPO established to deliver the following:
- Inward of uploaded images.
- Content audit and image based KYC check.
- Data processing in WIMS workflow.
- Data and image upload to Customer’s CRM.
- Physical CAFs picked up at Distributor points with first level Audit.
- Inwarding and inventorisation of CAFs at WIMS Facilities with second level Audit.
- Activated more than 20,000 Customers on daily basis.
- Digitized and processed more than 60,000 images on daily basis.
- Daily reporting dashboards established.
- Web-access to all CAFs in our system provided to the Customer.
- CAF Migration processes implemented.
- Picked up CAFs on said to contain basis
- Barcoding & Inventorization of CAFs.
- Dedicated Team deployed to ensure faster inventorization.
Benefit to our Customer
- Transition of CAF management and migration completed in record time.
- Updated inventory data access to Customers.
- 100% retrievals during TERM Audits–no defaults, no penalties for Customer.
- Improved Customer acquisition and post-sale services.
- No CAPEX investments in any part of this deployment.
- All Info-Security parameters and SLAs of the Customer were addressed.
- Customer achieved their CAF management, migration and TERM Audit milestones.