Enhancing Operational Efficiency at Entel

This case study outlines the operational challenges faced by Entel, a telecommunications company operating in Chile and Peru, which serves over 18.2 million mobile subscribers. The company encountered recurring errors in orders, inefficiencies, and low customer satisfaction due to overloaded operations and a lack of customer-centric processes. To address these issues, Entel engaged Readiness IT to enhance the Ericsson Order Catalog. The solution involved a comprehensive discovery phase to analyze existing processes, followed by the deployment of automation to resolve known errors and reengineering processes to prioritize customer-centric activities. The implementation of predictive error handling analytics significantly reduced Mean Time to Restore and improved problem resolution capabilities. The results included a drastic reduction in operational errors, improved process performance, and enhanced customer experience, with operational errors reduced by over 75% and an accuracy rate in error reporting exceeding 98%. The project concluded with a remarkable error rate of 0.1%, establishing a new standard for operational excellence.