Tools: draw.io, PowerPoint Prepared by: Arsen Tagibekov Date: April 2025
This project simulates a real-world Business Analyst engagement at UrbanTel, a fictional telecom provider with over 500 thousand customers. The objective was to analyze and improve its inefficient customer support process by identifying bottlenecks, streamlining escalation logic, introducing automation, and improving visibility across teams.
- Map AS-IS and TO-BE support workflows
- Identify pain points via stakeholder analysis
- Define functional and non-functional requirements
- Recommend automation and Service Level Agreement (SLA) tracking improvements
- Establish KPI framework and business impact metrics
- AS-IS process revealed ticket duplication, routing errors, and disconnected systems
- Stakeholder interviews exposed frustration across agents, leads, IT, and customers
- TO-BE process introduced smart routing, SLA timers, chatbot triage, and real-time dashboards
- KPI target: 40% faster resolution, 50% fewer re-routing, Customer Satisfaction Score (CSAT) >= 85%
| File | Description |
|---|---|
| 'UrbanTel_Business_Report.pdf' | Summary of challenges, solution, and recommendations |
| 'UrbanTel Project Charter.pdf' | Project outline |
| 'UrbanTel KPI & Business Value Justification.pdf' | KPI definition and tracking plan |
| 'UrbanTel_Stakeholder_Insights.pdf' | Simulated interview summaries |
| 'UrbanTel_AS-IS_Process.drawio' & 'UrbanTel_AS-IS_Process.jpg' | Current workflow diagram |
| 'UrbanTel_TO-BE_Process.drawio' & 'UrbanTel_TO-BE_Process.jpg' | Optimized process diagram |
| 'UrbanTel_Project_Presentation.pdf', 'UrbanTel_Project_Presentation.pptx' & 'UrbanTel_Presentation_Script.pdf' | Final project presentation & script |
| KPI | Goal |
|---|---|
| Avg. Resolution Time | ↓ 40% |
| First Contact Resolution (FCR) | ≥ 60% |
| SLA Breach Rate | ≤ 5% |
| CSAT | ≥ 85% |
| Agent Time per Ticket | ↓ 30% |
| Re-routing Rate | ↓ 50% |
- Saved 12+ FTE hours/day via smart automation
- Faster ticket handling and improved agent focus
- CSAT uplift through better updates and resolution tracking
- Clear accountability and management visibility with dashboards
This project was independently created with guidance from ChatGPT as a simulated business analyst mentor, supporting planning, documentation, and presentation logic.