TELECOM

VIP SERBIA - BACK OFFICE BOT (BOBOT)

CLIENT AND CLIENT LOCATION

  • VIP Serbia (A1 Telecom Austria Group)
  • Serbia

TEAM STRUCTURE

    Onsite automation specialists working together with business users and technical specialists from customer side.

BUSINESS CASE

Back office team was engaged to repeat all tasks of customer activation in CRM system, which failed when performed by sales shops.

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BUSINESS MODEL USED

Time and material team augmentation, specialists working full time on the client’s premises.

CHALLENGE

    The operator’s back office team was facing hundreds of requests per day to perform the same task of customer activation.

BUSINESS SOLUTION

  • Robot for automated execution of customer activation process in mobile operator’s CRM system.
  • A solution, based on the existing test automation framework in Sugar CRM, used for the automated execution of the subscriber activations on CRM.
  • An additional Graphical user interface developed for improved user experience
  • The graphical user interface enables users to load different files containing customer data, initiate the process, monitor the execution and history logs, schedule executions, and manage users.

TECHNOLOGIES

  • Google Chrome as Web UI for Sugar CRM
  • Selenium Chrome Driver
  • Java Eclipse

PRODUCT FEATURES

  • Automatically execute actions on Sugar CRM web forms
  • Capture screenshots of each executed step and store them in a dedicated folder for monitoring
  • Create a detailed log of executed steps and error reporting
  • Overall report of process results (passed, failed, and/or skipped)
  • Screenshot and excel log of each executed instance

CLIENT BENEFITS

  • Short execution time by application (less than 5 minutes per instance)
  • Complete control and management of the process execution
  • Human engagement required only in the process initiation and monitoring
  • Manual execution eliminated – human resources reassigned to other activities