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Case Study

Zero-touch order provisioning delights telco subscribers

A multi-brand quadruple play telecommunications service provider in Belgium sought to simplify order management for B2B and B2C customers.

The telco partnered with Infosys to transform sales and ordering. The enterprise wanted to eliminate manual processing of orders, which resulted in service delays and process inefficiencies such as initiation of order cancellation after reaching the ‘point of no return.’

Key Challenges

  • Delay in delivery and billing of services
  • Spike in customer and partner complaints
  • Elongated lead time for new product introduction

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The Solution

Integrated platform accelerates ordering and fulfilment

Infosys implemented a unified order management system capable of managing products (fixed line, mobile, and FTTX), market segments (mass market, professional market, enterprise ICT, and wholesale) and sales channels (online, store, IVR, and partner B2B).

The Infosys team co-created the workflow with process owners, and adopted the ‘show-and-tell’ approach to ensure that the solution is fit-for-purpose. We developed an enterprise information model and aligned its interfaces with the workflow to enable SLA-driven response management. The delegation of rules and properties to business owners allowed them to make changes without redeploying the model.

Our telecom experts enabled product catalog-defined dynamic decomposition and order fulfilment. We integrated 12+ in-house and enterprise software applications using Pega systems. In addition, we integrated 100+ operations using Simple Object Access Protocol (SOAP), Java Messaging Service (JMS), and Application Programming Interfaces (APIs). Agent-based processing and autonomic event services accelerated order handling. Significantly, exceptions notification and auto-retry of exceptions improved customer satisfaction.

Straight-through provisioning of orders boosts process efficiency

  • 85% zero-touch provisioning
  • 60% improvement in average order handling time
  • 50% reduction in customer complaints

Benefits

Integration of selling, provisioning, asset inventory, and billing systems

Time-to-market for new / enhanced products reduced from 12 weeks to two weeks