“How a leading telecom operator automated access management to telecom infrastructure based on the Creatio CRM and BPM platform.”
A system for automating the process of providing access to the cable duct of telecommunications (CDT) was implemented for the telecom operator based on the Creatio platform. The solution allowed for the centralized processing of requests from operators and providers, automated key stages of service provision, and ensured control over execution timelines in accordance with established regulations.
The company is one of the largest telecommunications infrastructure operators in the country.
Telecommunications and infrastructure services
over 10,000
CRM and BPM system for automating the process of providing access to telecommunications infrastructure
Implementation of the Creatio CRM/BPM platform with business process automation and integrations with internal systems
- integration with the billing system of the EASCR
- integration with the web platform "Customer Personal Account"
- centralized management of applications and interaction history
- automatic control of process execution timelines
Automation of the process of providing access to the cable duct of telecommunications for operators and providers at the national level
Project Overview:
Access Management for Telecom Infrastructure
The telecom operator provides operators and telecommunications providers access to the cable duct of telecommunications for the placement of cable networks and the development of telecommunications infrastructure.
The process of providing such services includes several stages — from the development of technical specifications and approval of project documentation to technical supervision and granting access to the infrastructure. Implementing these processes requires coordination among various company departments, as well as interaction with clients and contractors.
With the increase in requests from operators and providers, there arose a need to create a centralized system for managing the processes of providing infrastructure services, which would ensure transparency in the work of departments, control over service execution timelines, and effective interaction with customers.
Centralized management of requests 100%
Reduction of paper document flow −70%
Accelerating process execution +50%
Strategic goals and expected outcomes
Project goals
Automation of the process of handling customer requests
Centralization of infrastructure service provision processes
Reduction of paper document flow
Ensuring control over process execution timelines
Enhancing interaction efficiency between company departments
Before implementing the solution, the company aimed to streamline and systematize the management of requests for access to telecom infrastructure, making the process fully manageable within a single CRM and BPM platform. It was important not only to automate individual operations, such as registration and approval of requests, but to establish a transparent, controlled, and scalable workflow with clear responsibilities at each stage.
Key priorities included: automating request handling, centralizing management of infrastructure service processes, reducing paper-based document flow, ensuring compliance with service timelines, and improving cross-department collaboration and efficiency.
100% Centralization of applications
50% Faster approvals
30% Less paper
Creation of a Digital Infrastructure Access Management System
As part of the project for the telecom operator, a system for automating the process of providing access to the cable duct of telecommunications was implemented based on the Creatio CRM and BPM platform.
The solution provides centralized management of requests from telecommunications operators and providers, as well as automation of key stages of infrastructure service provision — from application submission to work completion and service execution control.
The system supports the management of the full lifecycle of customer requests, including:
- Registration and processing of customer requests
- Automation of business processes for approvals and execution of works
- Management of technical specifications and project documentation
- Control over the timelines for process stages
- Reporting and analytics generation
Applications can be created through the web platform "Customer Personal Account," after which they are automatically registered in the CRM system and forwarded to the relevant departments for further processing.
The system implements support for key processes in providing infrastructure services, including:
- Development and issuance of technical specifications
- Approval of working projects
- Organization of technical supervision
- Reservation of space in the cable duct
- Billing for services
The solution is integrated with the company's billing system, allowing for financial information retrieval, service payment control, and management reporting generation.
As a result of the implementation, the telecom operator received a centralized digital system for managing the processes of providing access to telecommunications infrastructure, ensuring transparency in departmental operations, control over service execution timelines, and effective interaction with telecommunications operators and providers.
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