As an Operator, Service Provisioning is both complex, and continuous. Network complexity, availability, human error, human speed, all cause poor performance and risk in delivery.
A constant pressure to convert orders to cash creates pressure which in itself cause errors. You need to have a machine speed accuracy and consistency to be effective.
As an operator, you will also cause a Customer Experience degradation if this process runs slowly or, it doesn’t deliver the service your customer expects. Reputational impact, lost revenue and compensation can result.
This Operator was dealing with 100-200 Enterprise scale activations each month.
Integration with CRM, Cramer and other platforms were necessary to help this Customer fully automate the Activation process.
The Customer needed configuration consistency and accuracy to help manage revenue, 3rd party cost and instruction, as well as ensure Customer satisfaction. This operator had begun to build a poor reputation for speed of service, so brand was being damaged by poor operational efficiency.
Activations could be a new build, a build variation (change), or could be fed into a Cease process.
This project was significant in its complexity from the design phase. Similarly, it contained an atypical level of risk for the Operator too. The automation solution included ‘southbound’ connectivity directly into the Network, which was the first automation project doing so for this Operator.
The Solution was a ‘layer cake’ build. The Automation was crafted as mini builds, each of which was tested, then each mini-build was daisy chained in to a main build of Automation.
Given the level of risk and complexity, this Solution was built in a very mindful way, and all stakeholders, including Executive, were engaged.
The solution took 25 months to design, build, test and fully deploy. This was a conscious decision, partly to avoid rushing out the solution before confidence was completely built, but it cleverly allowed for key milestones inside the Customer’s business to mature.
The Customer events triggered a material increase in scale and a re-use, re-purpose of the solution with little modification. This had a valuable, though intangible benefit of reduced R&D re-solutioning, and an increased Time-to-Value for the 2nd deployment elsewhere within the group.
Design to Deploy Time – 25 Months
Approximate Software Cost – £150,000 per year
Return on Investment – Month 28, 3 months after go-live.
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