CASE STUDY
E2E Order fulfillment journey from existing legacy system to Pega
Challenges
- Multiple systems to maintain data and provision requests, status updates, and communications with Customers and PM.
- 3 systems for maintaining Booking for Engineers, Third Party Contractor and Turn Up Date data.
- Manage communications offline with Customers, Third Party Contractors, and Engineers without any traceability.
- Manual capture of planning data from the process is typically inaccurate, incomplete, tardy, and expensive
- Unable to visualize the field force outcome and this process, often leads to monthly manual reconciliations
- Manual capture of planning data from the process is typically inaccurate, incomplete, tardy, and expensive
- Unable to visualize the field force outcome and this process, often leads to monthly manual reconciliations
Outcomes
• Reduction of 60 min per Site Activation
• End to End Fulfillment process for the below products
• MSIP (Managed SIP) and it’s variant
• SDWAN (Software Distributed WAN)
• Generic Product Structure for rest
• Automated tracking augmented by Status/Event-driven SLAs to provide proactive tracking of slippages to Activation/Withdrawals to address losses
• Enable Accurate reconciliation with external partners
• Platform setup to enable onboarding of new product fulfillment journeys with minimal effort
Abstract
Areteans delivered a unified customer conversation and a channel-agnostic experience to facilitate customer acquisition across our client’s sub-brands. We transformed siloed campaign-based marketing to Pega and provided a targeted 1:1 customer engagement platform.
We showcased deep domain and Pega technology thought leadership in providing a comprehensive roadmap to smooth the migration. We worked together to improve agility, reduce time to market, and retain customers.
Benefits
- Extensive exposure to the Telecom Domain and implementation of the eTOM framework
- Support for existing orders which were based on different Case hierarchies in parallel to a new solution
- Solution aligned with Business Process Framework to Create a common language for use across departments, systems, external partners, and suppliers, reducing cost and risk of system implementation, integration, and procurement.
- Distributed team across 6 cities, 3 countries, and 3 time zones heavily impacted by COVID