Insights / Operational Excellence

Using robots to accelerate Mobile Number Porting

Leverage RPA for Mobile Number Porting with lesser workforce and time, ensuring resolution at the first instance

Mobile Number Portability (MNP) is a facility which allows subscribers to retain their phone numbers even after switching operators, services, or locations. MNP implementation started in the late 1990s in mature European markets like The Netherlands and UK. It offers favorable benefits to customers like lifelong ownership of the number, better services due to increased competition and efficient mobile number planning & administration. But this comes at a cost to the operator with minimal impact on customer – setup cost, maintenance cost, and call routing cost.

All Call Query is the most widely used mechanism of MNP and is the most efficient method for large, interconnected networks. It’s a direct routing scheme which makes use of a centralized number portability database (CNPDB). The process is highly efficient as the donor operator is nowhere involved in the entire scenario.

Figure 1: All Call Query- Mechanism of number porting

Service providers often have to fetch orders from multiple customer portals, making it one of the biggest challenges in MNP. As a result, the process becomes more cumbersome and complex. Moreover, the process requires high manual intervention, making it prone to errors and reducing efficiency. Service Providers must embrace RPA to overcome these challenges. Using RPA, they can:

  • Fetch orders from multiple portals
  • Search and aggregate data from various web and Citrix-based applications
  • Automate order entry in legacy applications

At least 9 out of 10 escalation requests are due to manual entry errors. RPA-based automation provides major cost savings by avoiding rework and penalties.

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