Telco Sector Automation Case Study: Driving Efficiency and Accuracy in Telecommunications with CiGen Automation
AUTOMATION BENEFITS SNAPSHOT
- 100% Time savings
- 100% Accuracy
- Incredible Scalability
- Complete system integration
- Employee empowerment
ABOUT THE COMPANY
A company in the telecommunications sector is a fast-growing provider with a strong presence across Australia. Serving both consumer and enterprise markets, the business offers a wide range of services – from broadband and mobile connectivity to enterprise-grade communication solutions.
With an expanding customer base and a highly competitive industry landscape, efficiency, accuracy and scalability were critical to maintaining its edge.
THE SITUATION
As customer demand grew, the organisation faced mounting operational pressure. A significant portion of its back-office operations – including service provisioning, porting, billing, compliance checks and customer support processes – relied heavily on manual input and repetitive workflows.
Staff often had to toggle between multiple systems, including INMS, Logged, GRS, Sonar, mobaXterm, billing platforms, internal portals and CRM tools – just to complete a single task.
Key compliance checks and validations required manual collation of data from multiple sources, while customer requests that should have been resolved in minutes often stretched into hours or even days.
Some processes, particularly number porting, were so intensive that entire teams were dedicated solely to manual processing.
Previously siloed systems had to be manually connected by staff, creating bottlenecks and prolonging turnaround times. Intensive reporting, including master tracking sheets and completion/failure histories, was also handled manually, consuming significant time and resources.
THE CHALLENGE
The company’s leadership recognised that manual processes were becoming a barrier to growth.
They needed a solution that would:
- Reduce processing times for repetitive, rule-based tasks.
- Improve accuracy in data entry and compliance workflows.
- Scale operations without requiring significant staff increases.
- Free up employees to focus on higher-value, customer-facing work.
- Enable integration between previously siloed systems and support a growing number of processes.
At the same time, they wanted to ensure that any new technology could integrate seamlessly with existing systems, support future expansion and deliver measurable results quickly.
CiGen’s SOLUTION
To overcome these challenges, the company partnered with CiGen to design and implement a scalable automation program.
The journey began with a small number of high-impact processes: porting specific types of numbers, such as Cat C and Special Numbers.
From there, automation expanded to include Cat A/I/K porting, response checking and validation and intensive reporting, including master tracking sheets and completion/failure histories for reference.
Over time, the program extended beyond porting to cover scam handling, number cancellations, bulk uploads and triaging – processes that were previously so time-consuming they required full teams to manage manually.
The automation program now combines front-end and back-end automation:
- Web/Chrome-based systems for online workflows.
- Desktop applications for internal systems.
- Office back-end tools such as Excel and Outlook for reporting and communication.
- APIs, which offer faster and more seamless data exchange when integrated.
Robots were programmed to collate data from multiple sources, including INMS, Logged, GRS, Sonar, mobaXterm and other internal platforms. Data handled includes mobile numbers, customer records, order statuses, cutover dates and system logs. Bots also proactively send follow-up emails to other carriers if specific actions haven’t been completed, ensuring processes move forward without delays.
By combining robotic process automation (RPA) with
CiGen’s industry expertise, the company gained a solution
designed for both efficiency and long-term scalability.
THE RESULTS
The telco’s automation program didn’t just streamline processes; it fundamentally reshaped how the company operated.
By taking repetitive, error-prone tasks out of human hands,
automation freed up capacity, improved accuracy and positioned the business to scale without increasing costs.
The impact was seen across multiple areas:
- 100% Time savings: Tasks that once took hours or entire teams can now be completed in minutes. Zero-touch automations allow staff to reclaim nearly 100% of the time previously spent on repetitive work.
- 100% Accuracy: Robotic data entry is fully accurate, eliminating human errors and significantly reducing compliance risk.
- Incredible Scalability: As customer numbers grow and workflows expand, the same automation framework accommodates additional transactions without increasing headcount.
- Complete system integration: Previously siloed systems can now communicate through bots, enabling faster data flow and more seamless operations.
- Employee empowerment: Freed from repetitive tasks, staff can focus on customer engagement, problem-solving and strategic initiatives.
Beyond these immediate benefits, automation created a strong foundation for future growth.
The company can now explore advanced use cases such as
intelligent customer service bots, predictive analytics and fully
integrated digital experiences across platforms.
By partnering with CiGen, the company transformed automation from a tactical solution into a strategic capability.
In the telecommunications sector, where speed, accuracy and scalability determine competitive advantage, the company now has the operational agility and technological foundation to thrive in the market.
Want to experience the power of automation for your business?
At CiGen, we empower you to drive your business towards a stronger future with AI-powered innovation.
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AI / Automation Solutions and Services
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