COMPANY

China Mobile Limited is the world’s largest mobile network operator by the total number of subscribers. Incorporated in Hong Kong in 1997, it is listed on the Hong Kong Stock Exchange and the New York Stock Exchange. It provides complete communications services across mainland China and in Hong Kong. At the end of 2020, the Group had 454,332 employees, 942 million mobile customers, 210 million wireline broadband customers, and revenue of RMB768.1 billion (US$121 billion).

CHALLENGE

China Mobile felt that many business processes in their customer service sector could significantly benefit from automation — for both customers and employees. Employees in front-end operations had it particularly hard. They had to perform multiple manual and repetitive tasks daily.

First, they needed to open the software that dealt with customer information before typing in the necessary log-in credentials to access the system. Then, they had to navigate to the right menu and filter high volumes of data in order of priority. 

Next, they had to individually open each customer query and scan through the masses of information to obtain the relevant content. Each task had to be managed separately, which was very draining for the employees.

OUR SOLUTION

China Mobile quickly realized that by implementing robotic process automation (RPA), a new technological trend rapidly reshaping industries worldwide, it could embrace digital transformation and provide better value to its customers and improve employee satisfaction and productivity. They found that Laiye’s integrated suite of Intelligent Automation solutions could meet their automation needs. 

Laiye’s AI-powered RPA makes it easy for busineses to incorporate RPA into their processes. Pre-programmed software takes care of specific steps, including user interface operations, artificial intelligence recognition, and reading and writing data.

Moreover, no coding skills are required because Laiye RPA Creator, part of Laiye’s suite of Intelligent Automation solutions, allows the user to drag and drop each step within a flowchart. It can also handle both front-end operations and complicated backend business processes.

IMPACT

Laiye’s AI-powered RPA simplified tedious processes at the front-end, making customer service speedier and error-free, bringing smiles to the faces of customers and employees.

After the deployment of Laiye RPA Creator, staff only had to enter the business processing system, check the status of the customer's query and identify whether any changes needed to be made before proceeding accordingly. 

Afterward, they would send a quick notification email to the customer and record all the details into the system. 

Apart from providing a user-friendly, low-code environment, Laiye RPA Creator allows users to easily switch from visual view to source code view with just one click, catering to the needs of both non-IT and professional IT users. 

Laiye RPA Creator also offered China Mobile more than 500 pre-built commands that cover common scenarios while allowing them to extend its capabilities by programming their own commands through plug-ins.

Through the deployment of automation, China Mobile continues to stay ahead of the competition. With manual processes eliminated, and increased efficiency and accuracy of data processing, staff and customers are happier. China Mobile can also channel the extra time saved into other initiatives to transform their business further.

Want to know more?

Contact our friendly team to discover how much time and effort Laiye could save your company. Also, explore how Intelligent Automation can transform your business by checking out other success stories.