Production is going on.
APAC Telecom Provider Rolls Out Unified BSS in Six Weeks
BCT Consulting’s dtWorks platform connected customer operations, automated more than 700 workflows and enabled billing for approximately 72,000 accounts.
Client
Challenge
The existing BSS had developed into a collection of independent legacy applications for customer relationship management, billing, loyalty, complaints and enterprise integrations. Each addressed an operational need, but a single customer transaction could require business users to move between several systems.
Onboarding, order fulfilment, billing support, complaint management and reconciliation relied on disconnected workflows and extensive customisation. Customer information was distributed across applications, limiting the provider’s ability to maintain a unified view of the customer or see activity across the service lifecycle.
Customer engagement channels were also disconnected, creating inconsistent experiences and greater dependence on manual support. The provider needed a common operating platform that could simplify these processes, integrate with existing enterprise systems and accommodate changing business requirements.
Onboarding, order fulfilment, billing support, complaint management and reconciliation relied on disconnected workflows and extensive customisation. Customer information was distributed across applications, limiting the provider’s ability to maintain a unified view of the customer or see activity across the service lifecycle.
Customer engagement channels were also disconnected, creating inconsistent experiences and greater dependence on manual support. The provider needed a common operating platform that could simplify these processes, integrate with existing enterprise systems and accommodate changing business requirements.
Solution
BCT Consulting, through Comquest, designed and delivered a unified BSS using its dtWorks platform. The approach brought customer-facing and operational capabilities together while retaining integration with the provider’s existing enterprise environment.
The platform combined CRM, customer order management and Customer 360 with complaint and case management, loyalty and customer feedback. Workflow automation connected these capabilities, giving business teams a shared environment for managing customer activities.
A mobile application and web self-service portal formed part of the omnichannel engagement model. These channels extended the platform to customers, while the common operational environment supported the teams handling their requests and service needs.
Enterprise and provisioning integrations used TIBCO BusinessWorks. The application ran on AWS with a React front end, Node.js microservices and a PostgreSQL database. React Native supported the mobile application for iOS and Android.
The team used dtWorks configuration to align the platform with the provider’s processes while limiting customisation. Agile delivery and close collaboration between the customer, Comquest and BCT Consulting supported design, implementation, testing and production rollout. Business continuity remained part of the implementation approach as capabilities moved into the unified platform.
The platform combined CRM, customer order management and Customer 360 with complaint and case management, loyalty and customer feedback. Workflow automation connected these capabilities, giving business teams a shared environment for managing customer activities.
A mobile application and web self-service portal formed part of the omnichannel engagement model. These channels extended the platform to customers, while the common operational environment supported the teams handling their requests and service needs.
Enterprise and provisioning integrations used TIBCO BusinessWorks. The application ran on AWS with a React front end, Node.js microservices and a PostgreSQL database. React Native supported the mobile application for iOS and Android.
The team used dtWorks configuration to align the platform with the provider’s processes while limiting customisation. Agile delivery and close collaboration between the customer, Comquest and BCT Consulting supported design, implementation, testing and production rollout. Business continuity remained part of the implementation approach as capabilities moved into the unified platform.
Impact
The CRM and BSS modernisation reached production within six weeks. Billing operations were enabled for approximately 72,000 accounts across consumer, business and corporate segments, with reported billing accuracy of 99%.
More than 700 business workflows were automated. This standardised operational processes and reduced manual effort across activities that had previously depended on disconnected applications and customised workflows.
Customer service, sales, billing, operations and back-office teams could work through a unified digital platform. Consolidating capabilities improved collaboration and operational visibility while reducing the fragmentation of customer information and processes.
At the time of reporting, the mobile application had approximately 50,000 downloads and a 4.7 rating on the Google Play Store. The engagement also reported increased mobile-app usage and revenue collection following the simplified app design.
The result was a common customer-operations platform with cloud infrastructure to support further growth. The provider could manage customer relationships, orders, service requests and engagement channels within a connected BSS while preserving links to its existing enterprise systems.
More than 700 business workflows were automated. This standardised operational processes and reduced manual effort across activities that had previously depended on disconnected applications and customised workflows.
Customer service, sales, billing, operations and back-office teams could work through a unified digital platform. Consolidating capabilities improved collaboration and operational visibility while reducing the fragmentation of customer information and processes.
At the time of reporting, the mobile application had approximately 50,000 downloads and a 4.7 rating on the Google Play Store. The engagement also reported increased mobile-app usage and revenue collection following the simplified app design.
The result was a common customer-operations platform with cloud infrastructure to support further growth. The provider could manage customer relationships, orders, service requests and engagement channels within a connected BSS while preserving links to its existing enterprise systems.
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