The Client:

Customer owns and operates the 2nd largest IP network in the U.S with 20 MPLS nodes across the US, making up one of the larger MPLS networks of any carrier in the region. The Customer wanted to clear backlog orders pending for delivery which needed to be worked on priority to ensure they are not further delayed. The client needed a better management information system to monitor and manage its growing global organization.

Situational Analysis:

The customer needed to find a business intelligence solution that would provide a better warehouse and a robust system that would automate the labour intensive process of manually moving data from one system to another. The client was also looking at ways to improve time-to-market timeframe for the new services, reduce operating costs and increase quality of their services.

The need was also to implement advanced inventory management system built in-line with industry standards and efficient debt management tools to manage credits in other market segments.  Looking at the whole process there was also the need to implement appropriate complaint hanling systems in place to resolve individual complaints quickly.

Solution:

Working with Tech M, the client deployed a powerful business intelligence solution based on the performance management system. Tech M undertakes the ownership of integrating the processes of strategy management, planning, budgeting, forecasting financial consolidation, management reporting and analysis, as well as compilation, validation and completion of the reports that the client is mandated to provide under the Columbus agreement. The centralized source of data has helped eliminate the reporting of contradictory information from different data sources by various groups within the global company. Tech M provided the reports as per the timetable agreed between the client and account. Deliver further benefits to client in terms of reduced manpower required offshore to continue reporting process with the use of automation. The solution deployed allowed the client to unify inventory systems into a single database. The operator is provided with an integrated fraud management solution on the one hand, and is assured of receiving revenue without losses from core lines of business on the other hand. Implementing this solution reduces the total cost of ownership of the system and provides the most efficient management of network resources and services. Tech M undertook a reconciliation and validation between provisioning and Invoice/Billing to establish a baseline Inventory of services.

Success metrics-

Efficient & streamlined handling of routine work allowed client resources to focus more on customer interaction and relationship management.

Set foundation for providing report management as a shared service which can be used by other accounts as well
Standardisation of reporting formats and contents and closer alignment with ITIL methodology
Significant reductions in operating cost
Rationalised costs and enhanced productivity through scalable, high quality and cost effective services

For more information on this service from Tech Mahindra, write to abhinavb@techmahindra.com or the centralized contact id partners@techmahindra.com