How OTE Group Uses Process Intelligence to Improve Telecom Order-to-Activation

OTE Group uses QPR ProcessAnalyzer to gain end-to-end visibility into complex telecommunications processes spanning multiple systems, teams and partners. Its first use cases focused on B2C fiber-to-the-home and B2B digital office order-to-activation, identifying a potential three-day cycle-time reduction, variations in how partners followed the process, and a connection between B2B delays and system fallouts.

The Challenge

Complex telecommunications processes extend across multiple teams, systems and partners. Traditional process documentation and reporting could not provide a complete, fact-based view of how OTE Group's processes actually performed or explain the root causes of delays and deviations.

The Solution

After completing a proof-of-value initiative, OTE Group selected QPR ProcessAnalyzer to build its process intelligence capability. The company began by analyzing two strategic order-to-activation processes and bringing business, IT and process improvement teams together around the same operational facts.

Understanding how complex telecommunications processes really work

At OTE Group’s scale, even a single customer order can pass through multiple systems, teams and partners before the service is activated. The company had already built strong foundations for process governance, and since 2019 had accelerated its digital transformation with digital signatures, robotic process automation, dashboards, analytics and generative AI. But traditional process documentation could only describe how processes were designed to work — not show every path, delay and deviation occurring in daily operations.

OTE Group’s systems held extensive operational data, but individual data models had been built for specific technical or reporting purposes — correct for their intended use, but not designed for reconstructing end-to-end processes. The company needed to find the right source data, build scalable pipelines, and translate this complex environment into models that business and IT could both understand and use to trace delays back to their root causes. Just as important, business, IT, data and process teams needed a shared, fact-based view they could use to agree on priorities together.

Building a scalable process intelligence capability with QPR ProcessAnalyzer

OTE Group began its process intelligence journey in Q4 2024 with a proof-of-value and tool-selection initiative. The goal wasn’t simply to compare technologies — it was to determine what measurable value process mining could create for the organization.

Following the proof of value, OTE Group selected QPR ProcessAnalyzer, implemented it at the start of 2025, and trained key participants in its process intelligence collaboration model. The company follows a four-step approach: identify and map the relevant source data; build scalable data pipelines and initial process models; align business, IT and process stakeholders around a common understanding of the facts; and deploy and scale the capability across the organization. QPR and implementation partner ITMC supported the data pipeline and process model work, with process improvement teams acting as the bridge between business and IT.

OTE Group’s first two use cases were strategically important: a B2C fiber-to-the-home order-to-activation process, and a B2B digital office order-to-activation process — the steps that turn a customer order into an active telecommunications service. Starting here let the company validate its data, build internal capabilities and demonstrate value in areas that directly affect customers.

QPR ProcessAnalyzer reconstructs processes from operational system data, showing how work actually flows across different paths and variants. For OTE Group, the value goes beyond visualization: it lets different teams examine the same operational evidence and jointly decide where to intervene.

Uncovering improvement opportunities, process deviations and root causes

In the fiber-to-the-home order-to-activation process, QPR ProcessAnalyzer highlighted an improvement opportunity in the appointment stage — one of the process’s most critical steps — with the potential to reduce total end-to-end cycle time by three days. Instead of relying on assumptions about where delays occurred, OTE Group gained a precise, data-based area for further investigation. The analysis also showed that external partners did not always follow the intended process the same way, revealing regional variations across the country. These findings gave OTE Group a factual basis for discussing process performance with partners, improving conformance and sharing best practices across the network.

In the B2B digital office process, OTE Group was able to correlate delays in process events with system fallouts — connecting issues that had previously appeared unrelated and revealing a root cause behind some of the observed delays. The finding didn’t produce a traditional time or cost metric, but it gave the company a clearer view of how technical issues affected end-to-end performance and where to focus corrective action.

Beyond the two use cases, process intelligence has helped bring business, IT, data and process improvement stakeholders together around the same operational facts — supporting more focused discussions about root causes, priorities and the potential value of different interventions.

What’s next: Moving from historical analysis to live process monitoring

Following its initial use cases, OTE Group is moving into standardization and operationalization: standardizing process models, connecting process indicators to business KPIs, and embedding process intelligence into governance forums and transformation initiatives — so the company can track not only where improvement is needed, but whether changes produce sustainable results over time.

The company is also preparing a proof of concept for near-live monitoring of an order-to-activation process, progressing from historical analysis to monitoring performance as it happens — helping teams catch emerging fallouts earlier and potentially prevent disruption to service activation.

Two further initiatives are underway. OTE Group is extending QPR ProcessAnalyzer into procure-to-pay, using SAP data to reconstruct the flow from purchase requisition through to invoice and translate a complex SAP data environment into a business-friendly process view. It is also exploring task mining to understand how employees carry out individual activities within applications — mapping common operational routes and revealing improvement opportunities not visible in system-level event data.

OTE Group’s long-term ambition is to establish process intelligence as a permanent performance capability, connected with AI-driven recommendations, within every transformation project.

How does OTE Group use process intelligence?

OTE Group uses QPR ProcessAnalyzer to reconstruct and analyze end-to-end processes from operational system data. Its first use cases focused on B2C fiber-to-the-home and B2B digital office order-to-activation processes, helping business, IT, data and process teams examine the same operational facts.

What results has OTE Group achieved with QPR ProcessAnalyzer?

In its fiber-to-the-home process, OTE Group identified an improvement opportunity with the potential to reduce end-to-end cycle time by three days. The analysis also revealed regional differences in how external partners followed the intended process. In the B2B digital office process, OTE Group connected process delays with underlying system fallouts.

Why is process intelligence useful in telecommunications?

Telecommunications processes often span multiple systems, teams and external partners. Process intelligence provides an end-to-end, data-based view of how these processes actually run, including delays, deviations, process variants and potential root causes that traditional reporting or process documentation may not reveal.

What is an order-to-activation process?

An order-to-activation process covers the steps required to turn a customer order into an active telecommunications service. It can include order handling, technical checks, appointments, installation, system activities, partner work and service activation.

What are OTE Group’s next process intelligence initiatives?

OTE Group is preparing a proof of concept for near-live monitoring of an order-to-activation process. It is also extending QPR ProcessAnalyzer into procure-to-pay, exploring task mining and working to connect process intelligence with business KPIs, governance and AI-driven recommendations.