Case Study: Portugal Telecom achieves shorter customer wait times and $300K annual savings with Genpact Cora Orchestration

Portugal Telecom’s smart workflow solution is the right call for customer service

Portugal Telecom needed a single, user-friendly workflow solution to unify 25 legacy systems across its retail stores and cut customer wait times. Portugal Telecom partnered with Genpact Cora Orchestration, using the Cora SeQuence BPM platform to run a proof of concept and select a solution that non-technical staff could adopt quickly.

With Genpact Cora Orchestration’s help the team built SHOP Box on Cora SeQuence to integrate legacy systems via wizard-based, drag-and-drop workflows; staff became self-sufficient with minimal IT support. Deployed in 200 stores, SHOP Box shaved average wait times by 1.5 minutes, delivering roughly $300,000 in annual savings for a business serving 12,000 customers a day, while improving in-store case resolution and enabling continuous process improvement.

Portugal Telecom