Challenges
- Order inaccuracy was leading to customer dissatisfaction and churn
- The call center and field service call support for inaccurate orders increased operational expenses significantly
Solutions
- Implementation of a next generation order management application across both commercial and residential customers and all services lines – Data, Wireless, Voice, And Cable
- Leveraged a ‘Buy Flow Controller’ application to reduce the complexity of the integrations with multiple systems of record and data sources, including numerous legacy billing systems
- Eliminated manual processing of provisioning integration, ancillary services, and systems
Tools & Technologies
Oracle
Key benefits
- The Order Management application significantly reduced costs associated with all orders placed in the very first 12 months of implementation
- Call center costs reduced by 96 Million Dollars in the first 12 months
- Customer churn and dissatisfaction were dramatically reduced
- Improved efficiency and timeliness
- Improvement in the efficiency of order completion was valued at $139.6 Million in the first 12 months (distinct from call center savings)
- The new system provided full, real-time, visibility of all orders
