The Challenge

Streamlining data and communications across multiple platforms.

A leading telecommunications company faced significant challenges with their fragmented system landscape, which included multiple platforms for managing data, requests, status updates, and communications. They struggled with three separate systems for booking engineers, third-party contractors, and scheduling, compounded by offline and untraceable communications. Manual data capture led to inaccuracies, delays, and high costs, while a lack of visibility into field force outcomes resulted in frequent and cumbersome monthly reconciliations.

The Solution

Optimizing data capture and reconciliation with new platform.

To address the company's fragmented system challenges, we implemented a unified solution that integrated data management, request provisioning, and communications across a single platform. We replaced the three separate systems for engineer and contractor bookings with an end-to-end fulfillment process, enhancing traceability and accuracy. We introduced automated tracking with status/event-driven SLAs to proactively manage and resolve delays, whilst a new platform helped to streamline data capture and reconciliation.

This approach also facilitated the easy onboarding of new product fulfillment journeys and aligned with the eTOM framework and Business Process Framework to ensure seamless integration and standardized processes across departments and partners.

The Results

90% reduction in campaign time and improved offer relevance with geo-fencing.

Through our collaborative efforts, we reduced site activation times by 60 minutes and streamlined the end-to-end fulfillment process for MSIP, SDWAN, and other products. The introduction of automated tracking with status/event-driven SLAs enhanced the proactive management of delays and slippages, while the new platform improved data capture and reconciliation accuracy. This integrated approach, aligned with the eTOM and Business Process Frameworks, facilitated seamless onboarding of new product fulfillment journeys and optimized communication and data management across departments and external partners.