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From sales to service: streamlining telco order processing with Jax and Luna

From sales to service: streamlining telco order processing with Jax and Luna

  • Industry: Telecommunications
  • Challenge: Complex, high-volume end-to-end order processing across seven systems
  • Solution: HachiAI’s AI agents—Jax and Luna

Discover how Jax and Luna automated 14 of 16 order fulfillment steps, boosting capacity 3x and reducing costs by over 60%—with ROI from day one

Background

A telecom provider offering unified cloud communications services was facing major operational inefficiencies in processing new sales orders. The order fulfillment process required coordinating across seven different platforms and included configuring device types, assigning phone numbers, enrolling customers into plans, generating contracts, and managing customer data. These manual, swivel-chair tasks were error-prone, time-consuming, and prevented the team from scaling effectively.

Major challenges

  • Complex order workflows with over 5,000 nested permutations
  • Seven disconnected systems involved in a single fulfillment process
  • High risk of errors from manual data entry and repetitive logins
  • 24×7 processing required to manage unpredictable sales volume
  • Lengthy and expensive integration projects estimated at 12+ months

Traditional workflow

Operations staff were responsible for:

  • Receiving new sales orders and assigning them to ops
  • Logging into Salesforce and retrieving the order list
  • Reviewing order details and checking language requirements
  • Fetching sales rep information from a separate portal
  • Logging into multiple platforms to assign phone numbers, configure devices, select price plans and add-ons
  • Logging into customer relationship portals and contract management systems
  • Generating and emailing service contracts
  • Updating status in order management systems

HachiAI's solution

To automate this fragmented and complex workflow, HachiAI deployed two AI agents

  • Jax, handled order intake, record retrieval, cross-platform login, and validation steps.
  • Luna, configured devices and plans, generated contracts, and updated records across CRM, OMS and contract management portals.

Together, they automated 14 of 16 addressable tasks across all seven systems—excluding sales order creation and ops team assignment, which remain human-led.

Automated workflow

Workflow augmented with AI agents:

  • Generate sales order (Sales team)
  • Assign orders to ops team (Sales admin)
  • Access and retrieve sales orders from Salesforce (Jax)
  • Validating language preferences (Jax)
  • Fetch sales rep details from sales portal (Jax)
  • Logging into order management portal (Luna) 
  • Setup customer details (Luna)
  • Selecting IP devices (Luna)
  • Assign numbers and plans in pricing portal (Luna)
  • Selecting device add-ons (Luna)
  • Flagging and escalating errors automatically (Luna)
  • Generate service contract (Luna)
  • Login CRM to fetch customer contact info (Luna)
  • Login to contract management system (Luna)
  • Emailing contract to customer (Luna)
  • Updating order status in management system (Luna)

Results achieved

  • > 60% cost reduction by eliminating manual entry and rework
  • 3x capacity increase to process orders at scale
  • < 6 months payback period with ROI from day one
  • 14 of 16 steps fully automated by AI agents
  • 100% accuracy across seven connected systems

Key capabilities used

  • Multi-platform login and navigation
  • Data extraction and validation
  • Configuration of telecom devices, plans, and add-ons
  • Service contract generation and delivery
  • CRM, OMS and contract system integration
  • Escalation and error detection

Why HachiAI?

HachiAI delivers fast, secure, and scalable automation for telecom providers—without the need for costly integrations. With AI agents like Jax and Luna, telcos can accelerate fulfillment, eliminate rework, and gain capacity without increasing headcount.

Ready to triple your order capacity and eliminate manual swivel-chair tasks? Request a demo