Enabling a Human-Centric, Operations-Free Future with Hyper-Automation

BUSINESS CHALLENGE

Türk Telekom, a leading telecom provider, aimed to enhance its customer-centric and integrated operations to meet growing demand. To achieve this, the company focused on improving operational agility, service excellence, and overall workforce productivity:

• Manual and labor-intensive processes: Core workflows across multiple departments involved manual effort, presenting an opportunity for greater automation and efficiency.
• Transaction processing times: Existing processes had room for acceleration through improved coordination and responsiveness.
• Operational task consistency: Certain repetitive tasks revealed potential for increased standardization and accuracy through smart technology solutions.
• Workforce focus and optimization: Routine tasks were taking up a large share of employee’s time, signaling a chance to streamline operations and focus on strategic priorities.

HOW WE HELPED

DefineX partnered with Türk Telekom to accelerate its vision of a “human-centric, operations-free” future by establishing a Hyper-Automation Agile Team. This dedicated team strategically designed and implemented automation solutions to drive operational efficiency, enhance employee productivity, and improve customer experience.

• Defined and implemented an industry-standard automation delivery lifecycle to streamline end-to-end delivery across the organization.
• Facilitated cross-functional workshops to identify automation opportunities aligned with business needs.
• Leveraged our proprietary RoboFit tool to assess feasibility, quantify benefits, and strategically prioritize automation initiatives.
• Defined best practices and operational support structures to reduce maintenance efforts and ensure sustainability.
• Established a continuous improvement model, using retrospective sessions at each sprint to refine automation strategies and align with evolving business needs.

RESULTS ACHIEVED

The automation initiative delivered significant operational and financial benefits, enhancing agility and performance across the organization.

• 30% decrease in total effort for automated processes.
• 25% reduction in annual FTE costs.
• Drove notable revenue growth driven by improved operational efficiency

• Silver Award for “Best Transformation Strategy” at the 2024 Stevie Awards for Great Employers.
• Bronze Award for “Best Advance in Business Automation” at the 2024 Brandon Hall Group Excellence Awards.