Delivering Best-in-Class Service Management for a Leading Mobile Operator
A leading provider of mobile communications services identified the importance of delivering best-in-class service management and so joined forces with Capgemini to help realize its vision.
The Challenge
A major European operator wanted to retain its competitive edge in the case of rising costs due to the increasing complexity of managing its services. Fuelled with the vision of a services-led organization, the client sought a company that could deliver a long-term solution and meet its high standards in quality and service reliability.
Capgemini Approach
Capgemini tailored its Service View solution to the client, mapping the new hardware and software components from Micromuse Netcool, Cramer, Oracle and some in-house inventory to existing trouble ticketing, e-mail, SMS gateways and a portal for browser access. The client wanted to enable pro-active service management and the Capgemini team created an ‘adaptive environment’ that was capable of changing with customer and market dynamics. The active service model enabled the client’s new systems to perform automated service-event prioritization based upon the value of the service to the business.
Value Delivered
The system is a full carrier-grade solution with the scalability to cope with virtually unlimited network expansion. The client has deployed Service View for all its national networks, including GSM and GPRS, and reported the following benefits:
-
Reduction in fault resolution times
-
Reduced abortive work
-
The ability to prioritize work tasks in real-time
-
Understanding of 3rd party interfaces
-
Significant reduction in ongoing maintenance costs
-
Faster implementation of new devices and services
-
Significant improvement in the information available to Call Agents
-
Better communication of network and device status to employees
The solution has proven its value where it really counts, at the customer level, with solid business benefits in terms of higher customer loyalty, lower churn and better market share with reduced operational costs.
