China Mobile is the leading telecommunications services provider in mainland China Its business consists of mobile voice and data, wireline broadband, and other information and communications services.
As of 31 December 2020, the company had 454,332 employees, 942 million mobile customers, and 210 million wireline broadband customers, with total annual revenue of RMB768.1 billion. In 2020, the company was ranked on the Fortune Global 500 and Forbes’ Global 2000 lists for the world's largest and most valuable companies.
Early on, China Mobile grasped the potential for Robotic Process Automation (RPA) to vastly enhance its delivery of services. The company moved quickly to capitalize on the technology before its competitors and selected Laiye to implement RPA in various business sectors.
China Mobile identified a number of critical processes in their Customer Service department that could be improved significantly from automation, delivering benefits to customers and employees.