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Implement CRM for Broadband Telecommunications Provider



A major telecommunications firm supplying a variety of business broadband products and services.



The client wanted to move support for its suite of broadband products to a common customer-care platform supporting all its business customers. It had selected an enterprise-wide CRM product as the base for its application. The project plan was aggressive and the objectives included pioneering endeavors including interfaces to the legacy trouble ticketing system and the billing applications.




















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Extensive modifications were made to provide a custom workflow management facility to support the provisioning process as well as to integrate diverse data feeds and legacy systems. The client was able to migrate all of its business broadband customer care agents to the new system, using integrated processes and procedures across all products, reducing training needs, allowing staff members to support multiple products, and enabling them to turn down special-purpose applications and consolidate technical support staff.

  • Provided overall technical project planning and management throughout development and implementation as well as consulting resources with all skills needed to support the application through its full development life cycle: business analysis, design, technical development, testing, and on-going maintenance

     

  • Designed & developed a completely new service provisioning module; within the structure of the selected CRM product to reduce the system maintenance overhead

     

  • Designed and developed additional customization to develop a workflow management facility governing the provisioning process

     

  • Developed a Web-based interface to validate, accept, & create new provisioning cases using the products high-level application programming interface

     

  • Customized the “out of the box trouble ticket product to meet the client's requirements

     

  • Migrated provisioning & technical support data to the new customer-care application