SUCCESS STORIES / IT Agility

Transformation of IT support systems accentuates customer focus

How a Dutch service provider streamlined their operations and increased customer centricity

Background

Operations Support Systems (OSS) and Business Support Systems (BSS) form the IT backbone of any service provider. These systems, built over decades, must constantly evolve to help the business leverage new opportunities, stay at par with market dynamics, and deliver a superior customer experience.

To formulate a successful O/BSS transformation strategy, a business must place its systems, applications, processes, products, and customer journeys at the core of transformation. It will help the business rearchitect, deliver, and support the volume and variety of services the customer demands.

What problems would a business face if it fails to implement an effective strategy in today’s dynamic technology and business landscape?

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85%acceleration in order fulfillment

65%reduction in the operational costs

51%improvement in time-to-market

Client Situation

Our client is a leading service provider in the Netherlands that offers fixed, wireless, broadband, and TV services for millions of retail customers and infrastructure and network-related ICT solutions to business customers.

The client was actively involved in mergers and acquisitions and operated through multiple brands. Due to complex systems and processes, they could not take their products and services faster to the market. In addition, due to the lack of skills to innovate faster, they were unable to cope with the rapidly changing market.

Many attempts to transform the O/BSS architecture failed in various stages of maturity because of complexities and an ineffective approach, which was solely IT-driven or business-driven.

To simplify their O/BSS processes and IT landscape, they started looking for a transformative program that could ultimately accelerate the time-to-market of services and lower the total cost of ownership (TCO) of their operations.

Prodapt’s business-led, customer-centric transformation approach helped the client to reimagine their IT landscape and prepped them for the digital era.

Diagnosis

The client ended up with a complex architecture built over the years, with multiple layers, IT stacks, and many vendor solutions. It delayed innovation and the introduction of new features. They had different IT management stacks for different lines of business, such as B2C prepaid, B2C postpaid, B2B, wholesale, etc. There were several disintegrated applications under each line of business i.e., fulfillment, assurance, billing, inventory, etc., which performed almost the same function resulting in redundant systems and inconsistent information.

In addition, their customer experience was further impacted due to the misalignment of processes to customer journeys.

Solving It

We rearchitected the entire IT O/BSS landscape focused on customer centricity, accelerating innovation and agility, and reducing the TCO. We created and delivered a modern architectural blueprint considering every artifact across the IT landscape, business capabilities, applications, data objects, and more. We de-coupled the customer-focused engagement layer from their existing O/BSS systems helping the client redefine customer experience powered by rapid innovation.

We standardized and centralized the products by rationalizing 1000s of their products spanning across different lines of business. It enabled rapid innovation and personalization of offerings, facilitating better sales and value for the customer. Our digital-first strategy enabled the redirection of customer calls to digital channels, thereby improving CX and optimizing costs.

By implementing our architecture blueprint, the client could achieve an 85% acceleration in fulfilling customer orders. They reduced redundant infrastructures and optimized the systems and processes, reducing 65% of the operational costs in 5 years. In addition, they improved the TTM by 51%.

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