Faced with complex customer journeys, Bouygues Telecom has opted for management based on facts, data, field observation and a solid partnership approach.
A major player in the French telecoms sector, Bouygues Telecom faces an ongoing challenge: to offer smooth, consistent and irritant-free customer experience, on all its channels and services. An ambitious goal in an environment where customer journeys are fragmented, systems are multiple, and customer expectations are ever higher.
To meet these challenges, Bouygues Telecom initiated a structural transformation of its operational management. The initial observation was simple: you can't improve what you can't see clearly.
The choice of a winning trio: Process Mining, Celonis, Silamir
To take action, Bouygues Telecom relied on two key levers:
- Celonis technologythe global benchmark for Process Mining and Process Intelligence
- Silamir expertisea consulting partner capable of integrating technology into a measurable, results-oriented business approach
"We weren't looking for a tool, but a new way of managing our business. Silamir helped us structure a sustainable approach, focused on our customers, our processes and our teams". says Carlos Perez-Pinaud, Process Mining & Automation Manager at Bouygues Telecom.
From aspiration to execution: a concrete transformation
Silamir supported Bouygues Telecom at every stage of the process:
- Identifying irritants and critical paths
- Structuring a multidisciplinary team to bring the approach in-house
- Setting up a Celonis platform integrated into the company's data environment
- Deployment of a continuous improvement loopfor testing, measuring, adjusting
"At Silamir, we combine data expertise, automation and experience strategy. Our role has been to orchestrate technology in the service of real business management." - Guillaume Paturel, Director of Operational Excellence at Silamir.
A new way of managing routes
Thanks to the Process Intelligence approach, Bouygues Telecom now has :
- From a a unified, objective view of customer journeys
- Real-time, exploitable indicators, shared between business and IT
- An automated device capable of acting at scale (RPA, bots, AI)
- An ability to measure the impact of actions and to quickly adjust
"We no longer want to improve one point, we want to improve the overall flow. The customer journey is becoming a systemic priority." - Carlos Perez-Pinaud
What's next? AI, intelligent agents and long-term vision
Building on this first step, Bouygues Telecom, Silamir and Celonis are now working on new high-impact use cases:
- Using generative AI to assist advisors, improve customer classification, or summarize interactions
- Real-time monitoring to trigger automatic alerts
- Installation intelligent agentsable to identify and propose optimizations on their own
Are you ready to transform your operational management through data?
Silamir supports business and operational managers in their transformation through data and technology, with a pragmatic approach focused on creating measurable value and rapid deployment.
