Telco
Customer Care
Situation
The
U.S telecommunications industry is driven by demands
for more efficiency, extended customer focus and the
ability to provide responsive product service. One the
largest local exchange and cellular telephone companies
in the U.S., faced each of these issues as it decided
to overhaul its 20-year-old computer systems. Originally
designed for residential telephone service, these legacy
systems were not prepared for the demand of business
or cellular service. They had become strained as the
company grew through acquisition. Some systems had been
upgraded, but procedures and policies varied measurably
from region to region.
Business
Solution
An
early evaluation of commercial-off-the-shelf (COTS)
products determined that none of these elements would
completely fulfill the company's requirements. Working
closely with the client, Optimus built a framework that
integrated COTS, custom, and legacy packages. Incorporating
Sterling Software's COOL:GenTM and CASEwise Systems
process modeling tools, the client and Optimus Consulting
Group principals implemented the system iteratively
over 36-months. The Optimus ARC Enterprise Application
Integration methodology allowed data from various sources
and systems to be integrated. A single source of customer
demographic information was provided for sales representatives
and the data warehouse from both new and legacy resources.
This allowed the customer to shift its focus from the
product to the customer.
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