Case Study: Avea Iletisim Hizmetleri boosts customer service and cuts invoicing costs with IBM FileNet Content Manager

Building better experiences for telecoms customers

Avea Iletisim Hizmetleri A.S., a fast-growing Turkish mobile operator, faced challenges managing its rapidly expanding volumes of subscriber data. Its legacy systems caused significant delays for customer service agents accessing documents, which hampered service delivery and made it difficult to comply with strict regulatory SLAs. To address this, the company partnered with vendor IBM to implement a new enterprise content management solution.

IBM, working with its business partner Aksis, implemented IBM FileNet Content Manager to create a single, centralized repository for all documents. This solution provided agents with instant access to customer information, dramatically speeding up response times. The measurable results included over $2 million in monthly savings from the introduction of e-invoicing, the successful management of 800 million documents on the new platform, and a significant boost in customer satisfaction and operational efficiency.

Avea Iletisim Hizmetleri A.S

Ahmet Dogramaci

Project Manager