Services
The client is a British multinational telecommunications conglomerate, with headquarters in London, predominantly operating in the regions of Asia, Africa, Europe, and Oceania. The client wanted a systematic approach to make its business processes more efficient and add value to the customer journey.
The client was experiencing a budget and timeline overrun by previous vendor(s), ground-breaking complexity, a lack of trust within the user community about usability (more than 500 backlog defects), and a lack of conviction about the functional requirement within the business community. The client decided to set the following objectives accordingly:
• Integrate Salesforce.com (sales cloud) with digital order and product catalog
• Consolidate their legacy commission system and migrate to Callidus Cloud
• Manage multichannel and convergent campaigns (PEGA marketing)
To overcome challenges and achieve client objectives, our team adopted the following methodology:
• Development and support of digital order capture to fulfilment
• Alignment with client’s enterprise architecture to derive measurable business objective in lineage from Business Metric Frameworks (BMF)
• Alignment with TAM® to form a series of functional, system-agnostic requirements set by reverse engineering
• Commission management with very quick enablement of niche resources
• Creation of synergy between TOGAF and Telemanagement Forum (tmForum) in practice
• People enablement with right techno-functional mix of niche resources including German- speaking business analysts
• Supported business velocity by customized agile process
• Alignment of IT to form the business objective and lineage with process flow vis-à-vis enhanced Telecom Operations Map (eTOM®) and TAM – to guide requirement analysis phase
Our innovative solutions enabled us to successfully complete the handover and let the client return to business as usual. The client also experienced the following benefits:
• Rebuilt requirement baseline during knowledge transfer
• Automated technical fulfilment process resulting in reduction by three days in order activation time, leading to greater customer satisfaction and reduced onboarding time
• Achieved trusted partner status from client to support in their other initiatives worth USD 10 million
• Successful implementation of salesforce analytics solution for sales management and salesforce initiatives, such as integrating digital orders, product feasibility check by integrating with product catalog, etc
• Callidus Cloud consolidated the processing of sales commissioning for all product groups and helped reduce the system complexity