Customer Experience: Telia Company Drives Digital Transformation

Celonis will participate in future cooperation with the telecommunications provider Telia Company. With the help of, Celonis’ execution management system, Telia wants to advance automation and digitization.

Celonis, the provider of execution management and process mining, has now announced a cooperation with the telecommunications provider Telia Company, which operates in the Nordic and Baltic countries. With the Celonis Execution Management System, Telia intends to push ahead with automation, digitalization, and standardisation and thus improve the customer experience. More than ever, service providers like Telia are playing an essential role in connecting people and businesses.

Telia uses the Celonis Execution Management system to gain visibility into all process variants that affect efficiency. The objectives are to drive innovation, become more agile, simplify processes and improve the customer experience. Telia is currently implementing one of the most ambitious digital transformations in the telecommunications industry. The top priority is streamlining automation and data-based improvement of internal and customer-related processes.

Telia Centre Of Process Excellence Aims To Improve Transparency And Efficiency

In cooperation with Celonis, Telia will also establish the “Telia Centre of Process Excellence” (CoPE) to extend the improvements in transparency and efficiency to other application areas. The Telia CoPE combines hands-on process optimization and automation expertise, professional services and value advisory for customers, a dedicated product development team, and a support team. As pioneers of analytics and automation innovation, the two companies will drive a joint roadmap. Findings from Telia’s CoPE will also support Celonis in developing value-added digital solutions for new use cases in telecommunications, media, and ICT services.

Improved Customer Experience Through The Transformation Process

“Process simplification, digitization, automation, and analytics are the key to a more efficient and agile Telia. We laid a solid foundation in the first year of our transformation process, achieved our sales and profit targets and continuously improved the customer experience. In our pursuit of the best possible process optimization as a recipe for success, Celonis offers us complete transparency and a data-based approach to implementation”.

“Our strategic partnership allows us to identify and address internal and customer pain points. We are able to continuously design, deploy, execute and monitor processes and intelligent automations. As a result, processes mesh better and the customer journey is simplified, which leads to a lower error rate, better time management and a higher speed of innovation.”

Supporting Telia’s Transformation Strategy

“We are pleased to be able to support Telia in the implementation of their impressive transformation strategy and to accompany them on the way to a faster, digital, and agile company. Our cooperation shows that optimising business processes is an indispensable lever for a successful transformation. Together with Telia, we will develop a roadmap. And for this, we use the best technologies from our digital ecosystem,” adds Bastian Nominacher, co-founder and co-CEO of Celonis.

Celonis enables companies to use their data in a targeted manner. The Celonis Execution Management System builds on its Process Mining technology and provides a range of applications and platform functions. In this way, inefficiencies amounting to billions can be eliminated. In addition, a better customer experience is achieved, and CO2 emissions are reduced.

ALSO READ: Value Creation Partner: Decentralized Manufacturing Platforms