Optimizing Workflow Automation in Telecommunications: The Role of Automated Validation and Escalation Workflows in Improving Operational Efficiency

Authors: Sashi Kiran Vuppala

DOI: https://doi.org/10.5281/zenodo.15054733

Short DOI: https://doi.org/g8839q

Country: USA

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Abstract: The telecommunications industry is rapidly evolving, necessitating workflow automation to improve efficiency, reduce operational costs, and enhance service-level agreement (SLA) compliance. This study examines the impact of Camunda BPM-based automated validation and escalation workflows in optimizing telecom operations. Traditional manual validation and escalation processes often lead to delays, errors, and compliance risks, affecting service delivery and customer satisfaction. By leveraging Business Process Model and Notation (BPMN) and Decision Model and Notation (DMN) within Camunda BPM, telecom providers can automate service request validation, fault management, and issue escalation, ensuring faster and more accurate decision-making. The research adopts a quantitative methodology, comparing manual, automated, and optimized workflows using key performance indicators such as processing time, error rate, SLA adherence, incident resolution time, and cost reduction. The findings demonstrate that automating validation workflows reduces errors by 86% and processing time by 71%, while automated escalation improves SLA compliance by 38% and reduces incident resolution time by 73%. Furthermore, applying optimization techniques enhances these efficiencies, achieving 100% SLA compliance, near-zero errors, and a 52% reduction in operational costs. The study concludes that Camunda BPM-driven automation significantly enhances workflow efficiency in telecommunications, enabling faster service execution, optimized resource utilization, and enhanced regulatory compliance. The research provides valuable insights for telecom operators seeking to implement workflow automation for improved operational performance and service excellence.

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Paper Id: 232268

Published On: 2024-05-07

Published In: Volume 12, Issue 3, May-June 2024

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