Case Study
NTT East streamlines order management with Pega
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A single platform to orchestrate data, user interfaces, and processes
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120 processes automated in three months
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Significant reduction in paper usage and manual work
“First, we got a more reliable application by using Pega UI. Second, we got easier communication by using chat. Above all, we could reduce manual operations and promote automation of work.”
The Business Issue
NTT East, or Nippon Telegraph and Telephone East Corporation, is a regional telecommunications provider in Japan. It’s a subsidiary of Nippon Telegraph and Telephone Corporation (NTT), which is the largest telecommunications company in Japan and one of the largest in the world.
NTT East is responsible for providing telecommunications services, including fixed-line telephone, broadband internet, and other related services to the eastern part of Japan. The company's territory includes major cities like Tokyo and surrounding prefectures, and the sheer scale of its business exposed process inefficiencies.
When capturing B2B orders, sales representatives lacked comprehensive customer information, relying on error-prone Excel files and paper notes. The company processed 8.5 million orders annually, leading to inefficiencies, operational risks, and excessive resource usage. NTT East needed to enhance customer experience, streamline operations, and reduce manual work.
The Solution
NTT East embraced the Pega Platform™ and Pega Cloud® to revolutionize its operations. The company automated back-end systems using Pega Robotic Process Automation, driving reliability and straight-through processing. NTT East also built reusable patterns called “Kata-Gami” of workflows, forms, and data ¬– increasing agility and opportunity for reuse.
By leveraging Pega UI, NTT East eliminated errors in Excel forms and achieved a 0% application incompleteness rate. This enhancement bolstered the accuracy of order details and minimized errors caused by manual data entry.
The integration of chat functionality further improved communication between sales representatives and back-office staff. This facilitated efficient data exchange, reducing the need for paper communication and promoting streamlined interactions. All of this led to the automation of 120 manual operations and resulted in the elimination of paper-based processes and increased operational efficiency and the ability to handle large volumes of orders.
The Results
NTT East drove remarkable outcomes through its collaboration with Pega:
- 120 processes automated in three months
- Application incompleteness rate dropped to 0%, eliminating errors in processing
- Significant reduction in paper usage and manual work
- Increased collaboration between teams
Inspired by the success of the initial project, NTT East plans to further expand automation efforts, incorporating Process AI and continuous automation in various business areas.