IBM > Case Studies > Avea Iletisim Hizmetleri: Enhancing Telecom Customer Experience through Efficient Data Management

Avea Iletisim Hizmetleri: Enhancing Telecom Customer Experience through Efficient Data Management

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Technology Category
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
  • Robots - Wheeled Robots
Applicable Industries
  • Electronics
  • Telecommunications
Applicable Functions
  • Quality Assurance
Use Cases
  • Inventory Management
  • Time Sensitive Networking
About The Customer
Founded in 2004, Avea is Turkey’s youngest and fastest-growing mobile operator, with more than 16 million subscribers as of mid-2015. The company employs approximately 2,700 people and has roaming agreements with 685 GSM operators in 205 countries around the globe. Avea is known for its commitment to delivering a responsive, personalized service that meets and exceeds customer expectations. However, with the telecommunications industry becoming more crowded and commoditized, Avea faces a tough challenge in ensuring that each and every customer receives stellar service.
The Challenge
Avea, Turkey’s youngest and fastest-growing mobile operator, was facing a significant challenge in managing its rapidly growing subscriber base and the associated data volumes. The company was finding it increasingly difficult to deliver prompt service and meet service-level agreements due to the growing volumes of subscriber data. The existing content management systems were struggling to keep up with the increased volumes of data, causing long delays in accessing information. This delay was affecting the company's ability to respond to customers promptly, risking customer satisfaction, potential loss of business to competitors, and non-compliance with government regulations. The company needed to process all mobile number portability requests within 48 hours and send out invoices at least seven days before the payment due date, which was becoming a challenge with the existing systems.
The Solution
To overcome the challenge, Avea collaborated with IBM Business Partner Aksis to develop a new content management platform. The platform was built on IBM® FileNet® Content Manager, which allowed Avea to unite information from across the business into a single electronic repository. The company now stores more than 800 million documents in this repository, including more than 16 million subscriber contracts. This solution enabled Avea's agents to access information online in just seconds, significantly boosting efficiency. Additionally, Avea introduced e-invoicing for its postpaid customers, which not only expedited the billing process but also resulted in substantial cost savings. The electronic files were automatically submitted to back-office teams, who could validate the documents and finalize the request well within the 48-hour deadline.
Operational Impact
  • The new content management platform and the introduction of e-invoicing have brought significant operational benefits to Avea. With content now available at agents’ fingertips, Avea can process customer requests and enquiries faster than ever before, boosting subscriber satisfaction. The more efficient content management enables teams to spend less time hunting down information, and more time engaging with customers. The switch to e-invoicing has not only expedited the billing process but also reduced the risk of paper documents being lost in the mail. By streamlining access to key content and enabling customer service teams to work more quickly and efficiently, Avea can support profitable business growth without compromising on the high-quality service delivered to subscribers.
Quantitative Benefit
  • $2 million saved monthly in invoicing costs, delivering a boost to profit margins
  • 800 million documents managed from a single shared content platform
  • Reduced average call handling time, saving time and money

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