Success story

The Challenge

Due to high fraud rates, corruption, and data manipulation in the AMEA region, governmental regulators have enforced stringent measures for industries that handle personal data. This new legislation required Orange Cameroon to reconcile its existing customer databases and tighten security measures for onboarding new clients. This was impossible to achieve as manual information processing was inefficient and highly vulnerable to errors, making it clear that an optimized technological solution was essential.

Three main factors to consider

Firstly, strict data compliance requirements had to be followed to ensure the company's ongoing activity.

Secondly, reliance on internal and outsourced employees to manually handle the KYC process resulted in many errors. This caused discrepancies between internal systems such as CRM, billing, ERP, DWH, and clients’ identity information.

Thirdly, faster SLA time was required to maintain market competitiveness. High SLA time led to increased costs, substantial losses, and non-compliance with governmental data manipulation regulations. Additionally, it significantly delayed time to market for new clients and contributed to low customer satisfaction.

Our Solution

The introduction of RPA was crucial in transforming this working process and solving all problems. By deploying the KYC process based on UiPath RPA technology, our team succeeded in reconciling existing identity data while automating and streamlining the onboarding of new clients. This technological advancement enabled Orange Cameroon to meet the challenging compliance requirements in less time and at significantly lower operational costs with zero error rate in the internal operating system.

The process of implementing such a robust solution involved achieving several key milestones for our team:

• Benchmarking leading RPA technologies compliant with Orange Group Security Policies and GDPR requirements. The proposed OCR solution emerged as the best choice for its security compliance, cost-efficiency, and effectiveness.
• Proof of Concept for KYC process using RPA technology.
• Partnering with leading RPA solution provider – UiPath.
• Implementation and industrialization.
• Scaling up from 1 to 5 countries of the AMEA region.

The Upgrade

To address the specific needs and enhance the quality of the results, we meticulously developed several custom features:

• Using AI capabilities integrated with OCR, we managed to process high volumes of data from pictures while maintaining cost-effectiveness and compliance with Orange Group Data security regulations.
• Development of AI models for all types of document templates for Orange Cameroon.
• Image Orientation Adjustments and Custom Image Merger to optimize extraction results and operational costs per transaction.
• Chatbot Integration to fully digitalize the customer journey and open the path to AI solutions for Orange Cameroon client base.

Scale up in AMEA Region

Since inaccurate and fraudulent data is a widespread concern across all EMEA countries, our RPA solution has proven its effectiveness on a large scale. It has already made a significant impact across 4 other regions, including Orange Democratic Republic of Congo, Orange Botswana, Orange Burkina Faso, and Orange Bank (Ivory Coast), collectively serving 45 million customers.

Initially designed to update existing inaccurate and fraudulent data, the RPA solution has been scaled to fully cover the most demanding and manually intensive task in the AMEA Telco sector. This success, along with numerous others, led the RPA team from Orange Systems to be recognized as Center of Excellence on UiPath for all Orange entities

The impact

The implemented RPA solution addresses several socio-economic challenges in the AMEA region, from improving employment dynamics and operational efficiency to ensuring regulatory compliance and enhancing financial inclusion. These improvements contribute to a more stable and prosperous socio-economic environment in the region.

Orange Cameroon: "Over 98% of transactions are now processed in less than 60 minutes, compared to 6-8 hours during manual processing."

• Cost Impact: Significant manual hours savings ~ Over 2.100.000 hours per year
• Increased Productivity: The speed of the transaction execution 4 times faster, from 180 seconds (about 3 minutes) for manual processing to 37 seconds with implemented automation.
• Customer Satisfaction: Enhanced customer satisfaction and retention rate due to improved accuracy and service delivery speed. The customer onboarding process time was accelerated by 2.5, with a target to achieve a significant 5-minute SLA. The onboarding process became fully digital without human intervention. NPS rating improved by 7%.
• Regulatory Compliance: KYC Compliancy Target reached x2 as fast as the set target (6 months instead of 1 year).