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The Impact of Business Process Automation and Robotic Process Automation (RPA) on Telecom Operational Performance: A Case Study of STC

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  • Ahmad Khamees Ibrahim Al-Betar

  • Mahmoud Amjed Mohammad Alameiri

Abstract

The rapid evolution of digital technologies has accelerated the adoption of Business Process Automation (BPA) and Robotic Process Automation (RPA) across multiple industries, including the telecommunications sector. Telecom operators such as the Saudi Telecom Company (STC) increasingly leverage automation solutions to address operational inefficiencies, reduce service delays, and enhance customer experience. This research examines the impact of BPA and RPA implementation on STC’s operational performance by analyzing automation initiatives deployed across customer service, backend operations, network management, and workflow orchestration. The study evaluates improvements in process accuracy, cycle time reduction, operational cost savings, and employee productivity. Findings indicate that automation significantly enhances efficiency through the reduction of manual errors, faster task execution, and improved consistency in service delivery. The research concludes that automation technologies, when properly governed and aligned with strategic objectives, play a critical role in transforming operational performance in the telecom industry.

Suggested Citation

  • Ahmad Khamees Ibrahim Al-Betar & Mahmoud Amjed Mohammad Alameiri, 2025. "The Impact of Business Process Automation and Robotic Process Automation (RPA) on Telecom Operational Performance: A Case Study of STC," International Journal of Innovative Science and Research Technology (IJISRT), IJISRT Publication, vol. 10(12), pages 487-489, December.
    • Handle: RePEc:cvr:ijisrt:2025:12:ijisrt25dec496
    DOI: 10.38124/ijisrt/25dec496
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