Flexible designer of business processes

 

Purpose

The solution is designed to support business processes of various types which have already been formed or are being formed in business activity of a telecom operator. Their appropriate organization and configuration allows significantly improving the service quality and the business profitability.

Implementation

The process approach in managing the telecom operator’s activity most often starts to be implemented in key business processes providing basic operations. The given solution developed by CJSC PETER-SERVICE supports all business processes necessary for the telecom operator. The flexible designer configures and adjusts business processes stage by stage: from general to special. The monitoring and management options are used for data analysis, so that it is possible to continue adjusting and optimizing the business processes if required. 

Business Processes Implemented:

The solution fully supports the following business processes of a telecom operator:

  • processing of the customers’ requests; 
  • handling of requests for activation and modification of a service parameters; 
  • support for extended service packages which require interaction with external systems and equipment; 
  • control over the workflow and maintenance of analytical information about it; 
  • support for migration of subscribers from one system into another; 
  • extended support for the business process of a SIM card substitution; 
  • processing of requests for activation of services, including those which require interaction with technical accounting systems and with a wide range of equipment; 
  • support for services of the TriplePlay format which are provided in unified package offers, with a possibility to reserve channels automatically, to define work orders for groups of employees and to control completion of the orders;
  • support for business processes of any level of complexity or itemization that may be necessary for the telecom operator.

Advantages

For the Subscriber:
  • formalization of business processes, which improves the quality of provided services and ensures predictability of request handling results; 
  • more rapid response to subscribers’ problems and requests; 
  • a possibility to send requests for activation or modification of services from the “personal office”, which is a special interactive account; 
  • real-time monitoring of the status of a request handling process; 
  • access to a wide range of new services: a personal antivirus, a remote firewall, a “turbo” button, etc.

For the Telecom Operator:

  • timely analysis of the current situation and rapid deployment of a ready solution into production system designs; 
  • easy configurability of the solution: employees of the telecom operator can either build and adjust the necessary business processes on their own or contact CJSC PETER-SERVICE and ask the company’s specialists for assistance; 
  • ready infrastructure for any further business processes, which enhances their implementation; 
  • full technical support for deployment of the solution – one can consult specialists of PETER-SERVICE concerning any issues of the products' configuration, deployment of business processes, etc.; 
  • maintenance of the log of requests and results of their execution, with options for searching, sorting and filtering the logged data by any attributes; the log contains the most detailed information about interaction with customers; 
  • formalized description of business processes helps to accomplish a lot of tasks, such as:
    • o to find duplicate records;
    • o to eliminate breaks in workflows;
    • o to facilitate designing of new processes.

Components

  • The PETER-SERVICE CRM_CMS Contact Management System is designed to automate business processes regulating interaction with customers; the product supports the workflow associated with business processes of the telecom operator and provides the basis for the business processes’ design and support. 
  • The PETER-SERVICE HEX – HAS Equipment Control System – is a universal bus providing interaction between systems and capable of simultaneous integration with multiple external systems; it also helps to manage the telecom operator's equipment supporting operations by the SOAP/Telnet protocols in accordance with the business logic of providing telecommunications services to subscribers. 
  • The PETER-SERVICE GUP Server platform for managing subscriber profiles makes it possible for subscribers of the telecom operator to select additional services and manage their parameters and to inform the systems providing these services about changed conditions of their provision to a particular subscriber by the systems' request or by subscription. 
  • The PETER-SERVICE SBMS Subscriber Base Management System is designed to manage the subscriber database through a whole set of interactive operations regulating various actions with the subscriber data. 
  • The PETER-SERVICE SCC SelfCare Center provides interfaces for customers of a telecom operator, which allows them to get detailed information on their account balance and to manage their accounts in the billing system; the product also allows the customers to create service requests on their own, to monitor their status and to manage various services via Web interface. 

Examples of Implemented Business Processes