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SUCCESS STORIES / AGILIDAD DE TI

La transformación de los sistemas de soporte de TI acentúa el enfoque en el cliente

Cómo un proveedor de servicios holandés optimizó sus operaciones y aumentó la orientación al cliente

Background

Los sistemas de soporte de operaciones (OSS) y los sistemas de soporte empresarial (BSS) forman la columna vertebral de TI de cualquier proveedor de servicios. Estos sistemas, construidos a lo largo de décadas, deben evolucionar constantemente para ayudar a la empresa a aprovechar nuevas oportunidades, mantenerse a la par con la dinámica del mercado y ofrecer una experiencia superior al cliente.

Para formular una estrategia de transformación exitosa de O/BSS, una empresa debe colocar sus sistemas, aplicaciones, procesos, productos y recorridos de los clientes en el centro de la transformación. Ayudará a la empresa a rediseñar, entregar y respaldar el volumen y la variedad de servicios que demanda el cliente.

¿A qué problemas se enfrentaría una empresa si no implementa una estrategia eficaz en el dinámico panorama tecnológico y empresarial actual?

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85%DE ACELERACIÓN EN EL CUMPLIMIENTO DE PEDIDOS

65%REDUCCIÓN DE LOS COSTES OPERATIVOS

51%MEJORA EN EL TIME-TO-MARKET

Client Situation

Nuestro cliente es un proveedor de servicios líder en los Países Bajos que ofrece servicios fijos, inalámbricos, de banda ancha y de televisión para millones de clientes minoristas y soluciones de TIC relacionadas con la infraestructura y la red para clientes empresariales.

El cliente participó activamente en fusiones y adquisiciones y operó a través de múltiples marcas. Debido a la complejidad de los sistemas y procesos, no podían llevar sus productos y servicios más rápido al mercado. Además, debido a la falta de habilidades para innovar más rápido, no pudieron hacer frente a un mercado que cambiaba rápidamente.

Muchos intentos de transformar la arquitectura de O/BSS fracasaron en varias etapas de madurez debido a las complejidades y a un enfoque ineficaz, que estaba impulsado únicamente por TI o por el negocio.

Para simplificar sus procesos de O/BSS y su entorno de TI, comenzaron a buscar un programa transformador que, en última instancia, pudiera acelerar el tiempo de comercialización de los servicios y reducir el costo total de propiedad (TCO) de sus operaciones.

El enfoque de transformación centrado en el cliente y dirigido por el negocio de Prodapt ayudó al cliente a reimaginar su panorama de TI y lo preparó para la era digital.

Diagnosis

El cliente terminó con una arquitectura compleja construida a lo largo de los años, con múltiples capas, pilas de TI y muchas soluciones de proveedores. Retrasó la innovación y la introducción de nuevas características. Tenían diferentes pilas de gestión de TI para diferentes líneas de negocio, como B2C prepago, B2C pospago, B2B, venta al por mayor, etc. Había varias aplicaciones desintegradas en cada línea de negocio, es decir, cumplimiento, aseguramiento, facturación, inventario, etc., que realizaban casi la misma función, lo que daba lugar a sistemas redundantes e información inconsistente.

Además, la experiencia de sus clientes se vio aún más afectada debido a la falta de alineación de los procesos con los recorridos de los clientes.

Solving It

Rediseñamos todo el panorama de O/BSS de TI centrándonos en el cliente, acelerando la innovación y la agilidad, y reduciendo el TCO. Creamos y entregamos un plano arquitectónico moderno teniendo en cuenta todos los artefactos del panorama de TI, las capacidades empresariales, las aplicaciones, los objetos de datos y mucho más. Desacoplamos la capa de interacción centrada en el cliente de sus sistemas O/BSS existentes, ayudando al cliente a redefinir la experiencia del cliente impulsada por la rápida innovación.

Estandarizamos y centralizamos los productos racionalizando miles de sus productos que abarcan diferentes líneas de negocio. Permitió una rápida innovación y personalización de las ofertas, lo que facilitó mejores ventas y valor para el cliente. Nuestra estrategia digital permitió redirigir las llamadas de los clientes a los canales digitales, mejorando así la experiencia del cliente y optimizando los costes.

Al implementar nuestro plan de arquitectura, el cliente pudo lograr una aceleración del 85% en el cumplimiento de los pedidos de los clientes. Redujeron las infraestructuras redundantes y optimizaron los sistemas y procesos, reduciendo el 65% de los costes operativos en 5 años. Además, mejoraron el TTM en un 51%.

septiembre 21, 2022

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AGILIDAD DE TI

Los viejos sistemas pueden ser una manija si uno quiere aprovechar el crecimiento en el nuevo mundo

Al transformarse en un sistema de TI de extremo a extremo basado en la nube, el cliente podría mejorar su juego para atender a los clientes con conocimientos digitales y estar listo para el mundo 5G

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La modernización de la facturación podría ser un nuevo comienzo para la satisfacción del cliente

Cómo un sistema de facturación reconstruido ayudó a una empresa a transformar la experiencia de los clientes, fortalecer la relación y, al mismo tiempo, reducir los costos

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