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One of Norway's largest broadband providers optimizes resources by eliminating manual tasks and improves governance by ensuring employees follow set business processes.
About Eidsiva
Eidsiva bredband delivers broadband services via its own infrastructure to the private and corporate market In Norway. Since its inception in 2004, the company has grown its market share to 35% in the fixed-band market and is now the third largest fiber network in Norway.
“Improving the customer experience is the main thing that we have seen from Bizagi but also the fact that we have processes being followed. Before we made routines but people would just go back to their desks and do it the old way.”
Silja Hjelmstadstuen, Head of Process
“I had worked with lean projects before, but it was my first time using a BPM system. I was pleased that Bizagi was so easy to use, I was pleasantly surprised.”
Silja Hjelmstadstuen, Head of Process
Synopsis
Eidsiva was looking to implement process automation to support its rapidly growing business. Broadband delivery is a highly technical product so Eidsiva had built up an infrastructure of lots of systems to support this, but they were not fully integrated. They used Bizagi to connect their systems and enforce routines within the business. This enabled automated communications with their end customers – a capability that they did not previously possess. As a result, Eidsiva estimates that it has saved three man-years’ worth of work by automating its core process.
Objectives:
  • Automate core business processes to free-up time of technical employees
  • Integrate internal systems, as well as large external systems
  • Optimize activities and resources by eliminating manual tasks
  • Improve governance by ensuring that employees follow set business processes
  • Involve end users in development to ensure optimized customer experience
Achievements:
  • Saved 3 man years of work by automating core processes
  • 8 processes now automated in Bizagi with 3 more going into production later this year
  • Elimination of manual tasks, increasing traceability and reducing the risk of errors
  • Automated online customer broadband activation process, which was previously conducted mainly via the phone
  • Automated SMS alerts to customers to provide awareness touchpoints along the customer journey
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