Chorus New Zealand delivers efficiency, builds resilience and lifts their customer experience with Robotic Process Automation
New Zealand’s largest telecommunications and infrastructure provider, Chorus, is harnessing Robotic Process Automation providing a new level of reliability, flexibility, accuracy and increased hours of operation.
The company started with three processes and five software robots developed in conjunction with Quanton. Today it has six core processes automated and 20 software robots allocated across the different processes. In 2020 the software robot workers, from Blue Prism, are handling around 55,000 transactions a month, delivering the equivalent of 12 to 16 full time equivalent staff.
Chorus have also deployed robots to help migrate end-of-life services on the copper network and legacy systems into new services and platforms. The five-year programme will ultimately see more than 100,000 customer services migrated onto other technology platforms.