Introduction
A leading telco sought to streamline its global service delivery operations by replacing disparate systems with a single, comprehensive solution. Previously, service delivery tasks were fragmented across 24 different systems, causing delays and inefficiencies in accessing critical customer information.
Analyzing the Problem
- Fragmented service delivery systems across geographies
- Inefficient data collation for customer status updates
- Lack of a unified platform for order management
Initial Challenges
- Time-consuming collation of order status from multiple systems
- Lack of real-time and accurate customer status updates
- Ineffective communication among global service delivery teams
Our Solution
Wissen assembled a team of techno-functional experts to develop a tailored solution:
- Designed a data aggregation layer with plug-ins and hooks to unify order data from disparate sources.
- Implemented a backend data caching system over ELK stack, customized for speed and efficiency.
- Developed an AngularJS UI with advanced visualization libraries for an intuitive user experience.
- Deployed a self-healing, containerized application, hyper-customizable to meet diverse business needs.
Key Results Achieved
- 100 FTEs saved through increased operational efficiency
- Instantaneous and accurate customer status updates
- A gold mine of data for actionable insights and reporting
- Reduced load on 24 backend systems
Conclusion
Wissen’s unified service delivery solution transformed our client’s global operations, enabling seamless communication and real-time access to critical customer data. By consolidating disparate systems into a single, hyper-customizable platform, the telco achieved significant cost savings, operational efficiency gains, and enhanced employee engagement. This solution serves as a testament to our commitment to innovation and excellence in meeting complex business challenges in the telecom industry.
