JASMiND iQ for Telco Operator

Effectiveness of telecommunications company sometimes depend on effectiveness of departments interaction within company-wide flow thru processes. JASMiND solutions based on iQ platform can automate needs of specific departments of telco company but also can be a platform for company-wide flow thru processes. Let's review some of the examples.

Customer Care / CRM

Improved quality of customer care and customers satisfaction via improved CRM procedures is a key task for any operator. Both call center staff and front offices are involved into these processes. Two major aspects of CRM should be taken into account during automation of these procedures:

1. Delivery of up to date information about products and services to customer
2. Getting the information about customer needs and feedback to services delivered.

JASMiND iQ CRM solution for telecommunications operator can help to resolve these problems via:

• Organization of integrated customer care workplace (user interface) for call center operator and/or FO/BO specialist via replacement or integration with applications which are used for customer care
• Organization of universal knowledge base for the information used for customer care
• Organization of the requests processing workflow including statistics, rating, requests workflow, statuses control, notification (email, SMS), etc.
• Enablement of up/cross-sale actionsbased on integrated products and services catalogue information
• Enablement of surveys processing and customer profilingprocesses.

Product Management

Telecommunications domain rapidly changes due to new communication technologies, new services, new tariffs, strong competition between market players, etc. It forces operators to make their marketing policy very agressive. Major goal is to make services offering more diverse thru new services implementation and different types of marketing campaigns with existing services packaged in amny different ways. Therefore product marketing has to take care of the following tasks:

• Manage a lot of marketing information (market research, statistics, etc.) and user access to it
• Manage a lot of information related to new services and marketing campaigns (concepts, business cases, use cases, technical requirements, implementation schedules, advertising materials, etc.)
• New services and marketing campaigns discussion and approval procedure management
• Services and marketing campaigns implementation schedules management.

JASMiND iQ Product Management solution can be use by entire product management department (and other organizational structures like Customer Care) due to the following functional features:

• Product marketing informatio collection and management tool
• Configurable information model allowing hioerarchies and links between information items
• Co-work
• Corporate workflow support for product marketing and interdepartment procedures
• Planning and statuses tracking
• Users notification
• Access rights control.

Project Management

Telecom projects are quite complicated due to rapidly changing environment (changes to project scope, time, environment, etc.). So major challengies related to knowledge and process management met by project/program manager in telecommunications domain are:

• Management of high volume and complexity of project documentation
• Appropriate access to project documentation for project team members
• Project teams management (project staff changes in time) and project continuity
• Consistent planning
• Project team members and business users motivation in order to reach projectgoals in time and with required quality.

JASMiND iQ solution can help automating project management tasks in large organization:

• Build structured data warehouse for all project documentation
• Provide effective search and fast access to project documentation
• Discussions and forums
• Timelines and milestones, tasks and resource planning
• Project team members rating.

Technical (Network Operations) Department

Telecommunication operators permanently work both to extend existing networks (coverage) and implement new netowrks supporting new communication technologies. That causes some typical problems which technical departments face during their everyday work:

• Network rollout and maintenance procedures are not formalized and they can vary if company has regional branches/offices or affiliate busines
• Difficult to control the status of work for geographically distributed networks
• There is no single easy accessible source of up to date operational and regerence information which is required for netowrk operations
• Service provisioning procedures are not automated
• There is no correlation between network equipment faults and status of client's services.

JASMiND iQ Network Configuration Management solution can help to resolve these problems creating configurable information storage model with required objects, attributes, statuses, links between objects, references to external objects and documents, etc. It also supports corporate order management processes required to support network rollover lifecycle including notification and escalation rules. As a result it can solve the following tasks:

• Network resources (physical and logical) management - network inventory. Inside/ouside plant, electrical circuits, HVAC
• Representation of network information on a map
• Order management and trouble ticketing
• Service provisioning
• Telecom assets management
• Services impact analysis due to network equipment faults.

As a result of JASMiND iQ Network Configuration Management customer will have the following benefits:

• Reduced operational costs due to better information management and simplified access, scheduling and task statuses control procedure
• Standard procedures implementation and envorcement within corporate order management procedure
• Reduced network rollover/maintenance expenses (technical problems, missed deadlines, etc.)
• Improved customer care functions.

Company Wide Flow Thru Processes

New products and services launch requires coordinated efforts of almost all departments of the operator including product marketing, billing and IT, technical department and customer care. Therefore company-wide processes need to be supported and automated in order to allow appropriate scheduling and tasks statuses control.

JASMiND iQ solution can be a universal platform which can link all departments and users within flow thru processes.

As a result of the implementation of corresponding tools company will be able to:

• Launch services and products according to original schedule
• Syncronize product marketing and billing/IT efforts
• Syncronize marketing information and schedules with customer care department improving the quality of customer care and call center effectiveness
• Improve overall business processes automation implementing standard procedures including requests for change.

OSS solutions support

 JASMiND also offers services to support and extend functionality of 3-rd party OSS solution vendors. Major platforms that can be supported are NetCracker OSS and Amdocs / Cramer OSS. Scope of work can include information model and functionality configuration, integration adapters developemnt and data migration / reconciliation.