Background
Communications Service Providers want to expand their offerings and introduce new products and services faster. However, this expansion often impedes service delivery.
Isolated systems, outdated order management practices, and reliance on manual processes hinder efficiency, leading to reduced customer satisfaction. Additionally, the absence of a unified view of information related to individual customers such as billing, and their respective order details/service requests, extends the service Life Cycle and leads to mounting dissatisfaction.
CSPs need to transform their order management lifecycle with cutting-edge technology to drive agility into their service operations and assert their role as agents of Connectedness in the digital world.
5x increase in service delivery efficiency.
80% reuse of service models and processes.
10% increase in Annual order volumes.
15% reduction in trouble tickets
Client Situation
The client is one of the top three wireless carriers across North America, trying to race past peers in accelerating digital transformation and delivering seamless experiences to customers. Particularly, the provider aimed to streamline and expedite the processing of complex enterprise orders, ensuring both speed and efficiency. Faced with escalating expectations our client has embarked on a digital transformation journey focused on overhauling their Service Delivery experience.
The current order journey encompassing order placement, processing, fulfillment, and tracking posed significant challenges due to fragmented systems, non-streamlined workflows, lack of standardization, and excessive customization. The client chose Prodapt for its extensive knowledge in the Telecom domain, expertise in OMS solutions, and experience in using ServiceNow technologies to enhance service delivery for enterprise customers.
Leverage ServiceNow's model-driven orchestration to transform order journeys for enterprise customers.
Diagnosis
Prodapt found out that fragmented systems, including order entry, Order fallout management, service provisioning, assurance, etc. resulted in disjointed data and processes, preventing a unified view and control over the entire order management lifecycle. This situation led to lower efficiency, accuracy, and effectiveness in managing orders.
The challenges of handling diverse customer orders stemmed from the varying requirements, preferences, and specifications that brought in their own complexities like customization requests, special pricing arrangements, and unique delivery instructions. This led to 'swivel chair' scenarios, where frequent platform switching delayed order delivery, led to discrepancies, introduced errors, and lowered efficiency.
Furthermore, navigating standards such as TM Forum APIs while integrating and overseeing complex orders for enterprise customers' Order Management (OM) needs—from initiation to fulfillment—across a spectrum of products, vendors, and technologies proved a significant challenge. This complexity increased costs and operational challenges, hindering efficient service delivery to enterprise customers.
Heavy customization in the design of services even as the business introduced newer products hit scalability and slowed down processes. It made order management resource-intensive and less agile to changing requirements.
Solving It
To tackle fragmented and disjointed data issues, we strategically employed ServiceNow's orchestration, utilizing features like Flow Designer and Integration Hub. In addressing OMS challenges, Flow Designer was used to create customized workflows, automating, and streamlining processes from order placement to fulfillment without extensive coding, ensuring smoother and more efficient order handling. Integration Hub facilitated seamless connection and synchronization of data from disparate sources like inventory management, customer relationship management (CRM), etc., ensuring smooth data flow across the entire OMS, minimizing data silos, and enhancing data accuracy and accessibility.
Integrated Model-driven orchestration into ServiceNow Order Management for Telecommunications (OMT) , enhanced order management processes by automating workflows, and streamlining repetitive manual tasks such as order entry, approvals, and provisioning, leading to accelerated order processing. This integration also provides real-time order tracking, improving visibility into order lifecycle and fulfillment processes. The automated workflows reduced the likelihood of errors, resulting in heightened accuracy in order fulfillment.
We implemented ServiceNow's integration with TMForum open APIs for product-agnostic order orchestration, ensuring seamless integration with a diverse array of systems and services within the client ecosystem. Upholding these standards enhanced interoperability, allowing ServiceNow to interact seamlessly with various systems, network elements, OSS/BSS systems, and other service management platforms. This resulted in a smooth flow of orders across diverse systems, minimizing errors and associated costs.
Implementing Prodapt’s accelerator, Service Modelling Tool® (SMT), for enterprise order management offered significant benefits. It standardized customization processes, managed the PSR Catalog effectively, and streamlined order processing workflows. SMT offered reusable order components for quality assurance and simplified customization. Its centralized platform enabled easy access to essential information for accurate order fulfillment. Additionally, its flexibility allowed businesses to adapt to market demands efficiently, enhancing efficiency, scalability, and customer satisfaction.
