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 services. 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, Ink2Web principals 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 Ink2Web
Technologies' 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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