Case Study: Bell achieves streamlined back-office operations with BORN Group

Bell deflects 20,000 monthly transactions with BORN Group

Bell, a major Canadian communications company, faced challenges with inefficient back-office processes, including manual tasks, high operating costs, and billing errors that negatively impacted customer satisfaction. To address this, they engaged BORN Group to undertake a large-scale digital transformation utilizing Robotic Process Automation (RPA) and AI to streamline workflows and improve operational performance.

BORN Group implemented a solution that automated back-office tasks and integrated multiple applications for improved data visibility. This resulted in 20,000 monthly transactions being deflected to RPA, significantly reducing errors and resource allocation. The project also included documenting processes into formal procedures, which cut associate training time from nine weeks to six weeks. The work by BORN Group was recognized with several international awards for excellence.

Bell