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Telecommunications

Provisioning

Customer data propagation to various back-end systems

The problem

  • During any provisioning process, customer data is propagated into multiple systems. This is currently a manual process. This is inherently inefficient and introduces the possibility of data re-entry errors, which requires additional effort to clean up when the master data is updated.
  • Some application interactions require the user to manually transform data fields of the source application to a different format that is expected by the target application. This process is tedious and consumes human time that could be better utilized in other activities.
  • Some systems belong to external organizations. The only available connectivity to these systems is via the external applications provided by the system owners. B2B messaging is not currently available for these systems, making it impossible to use conventional EAI techniques.

The Fusion solution

  • Fusion portal and workflow synchronizes provisioning data into all related applications at the press of a button.
  • Custom rules and transformations defined in Fusion convert data fields into the required format for target applications.
  • External applications are easily included in Fusion's integrated portal. These applications also participate in the workflows defined in Interimx.
  • Fusion also invokes Web Services that are available for performing some of the business transactions.

The result

  • Significant improvement of up to 90% in task completion. Corresponding increase in throughput of provisioning tasks completed in a day.
  • Eliminate human errors due to data re-key and mistakes caused by manual data transformation.
  • Eliminate the possibility of settlement errors due to improper rules checking upfront.
 

Network Operations

Improve efficiency of frequent use cases

The problem

  • Many frequently performed use cases are currently very inefficient due to the number of applications that are touched in order to complete the task.
  • Field engineers have to wait at customer site between five to ten minutes on the phone, while their colleagues at Network Operations work through the various applications to conduct line verification tests.
  • This affects the overall throughput of the field engineers, and creates poor customer experience since the delay is visible to customers.
  • At the Network Operations end, the officers often have to toggle between multiple applications and note down data fields on paper in order to transfer the values on to other applications. (Some applications do not even provide copy-paste clipboard facilities.)

The Fusion solution

  • Fusion's integrated desktop for Network Operations officers allows them the flexibility to use the original applications while being able to trigger Fusion workflows from a new window. These workflows automate data flow between applications and perform tedious traversal and data fetching.
  • Existing Web applications' front ends are re-purposed (without code change) to include new buttons that can activate workflows and propagate data into other applications.

The result

  • Activities that used to complete in several minutes are not performed in under one minute.
  • Less dependence on human expertise and experience in traversing through the various applications. It is now possible to deploy more junior staff to perform these activities and re-deploy senior staff to more value generating activities.
  • Drop in delays at customer site improves overall customer experience for the telco company.