Case Study: Large Telecom Company saves thousands of manual work hours with ProcessMaker Process Intelligence

How a Telecom company saved thousands of work hours by fixing system inefficiencies

A leading European telecom with a large international back office suspected significant extra work outside formal processes but could not pinpoint the root causes. Manual time-and-motion studies, interviews and workshops lacked the granularity needed and became unscalable, so the company moved to a data-driven, automated process discovery approach to map sales order and shipment processing work.

Using ProcessMaker Process Intelligence to analyze four weeks of activity across 75 computers, the team found that 25% of customer communication happened via email outside the CRM, master data issues and poor system integration forced manual data transfers, and dozens of redundant tasks generated thousands of extra hours and rework. By eliminating duplicate work, standardizing handoffs and automating repetitive steps, they removed thousands of manual hours, cut errors, and improved customer experience and operational quality.