The Problem
Before ProcessMaker, Telefónica CAM re-entered data manually between Microsoft
Excel and its legacy software. Manual input always leaves room for human error, along
with delays in service and expensive labor costs. For example, Telefónica Guatemala
was manually processing over 100 new business account subscriptions everyday before
implementing ProcessMaker. Each of these produced 20 new accounts that needed to
be created. All of this was completed manually, meaning that activating new accounts
often took more than three days to complete.
Telefónica realized both money and time was lost during the account opening process
on a massive scale. At the time, Telefónica CAM was unable to determine the cost
and ROI with its new subscriptions. It also had limited visibility into its organization’s
workflows and the efficiency of its processes.
The Solution
In 2013, Telefónica began using ProcessMaker first in Guatemala, then expanded to
Costa Rica. Its financial workflows now work together seamlessly between multiple
systems to coordinate expenses and payments in one centralized location. Telefónica
also streamlines the activities and approvals associated with each payment process. Its
processes and reporting are now automated using the ProcessMaker platform. The
Telefónica CAM team benefited from the agility of the platform, deploying new processes and creating integrations between systems and processes to meet Telefónica’s ever-
evolving needs.
Another benefit included automating the activation process for mobile and cloud
services, Internet, and landline phones. When a client signs up for a service, their
information is routed through an approval process and then directly to the operator.
ProcessMaker also integrates with the division’s document management service, DocMe
to automate all contracts from start to finish. ProcessMaker creates the form employees
complete and electronically sign, then ProcessMaker logs the contract in DocMe.
Through ProcessMaker, high-level decisions can be made with precise and accurate
data in real time. The system ensures accounting and financial data are based in accurate
transaction information through automation.
The Value Created
Today, Telefónica currently automates over 100 processes using ProcessMaker in
Guatemala, Costa Rica, El Salvador, Nicaragua, and Panama. Through ProcessMaker,
Telefónica CAM became more efficient and consistent across its full range of business
functions including finance, accounting, sales, human resources, legal, marketing, IT,
and business operations.
Additionally, the organization added a new level of accountability to its daily operations.
Dashboards and audit logs give insight into each of its processes and, to date, over
187,000 legal documents have been processed and logged using the DocMe document
management workflow. Its mobile service activation process has been executed over
119,000 times, and landline, cloud services, and Internet services activation has been
executed over 60,000 times.
ProcessMaker can now calculate costs and return on investment automatically for
Telefónica, resulting in new accounts can be opened and approved in one day rather
than 3-7 days like before. The previous account creation process had been costly
to Telefónica CAM as a result of its slower customer service response times. Now,
ProcessMaker’s platform ensures that each new mobile or landline customer meets the
company’s target profit margin and can adjust accordingly in real time.
The ProcessMaker platform empowers Telefónica to leverage multiple systems in order
to eliminate busywork, all without removing the key element of human interaction
from the workflow process. Today, Telefónica’s newfound agility and adoption of
ProcessMaker has enabled the telecom company to remain flexible and adaptable to
new business challenges ahead.
