Increased Operational Efficiency Thanks To a Centralized BSS Solution
Preceded by an in-depth requirement analysis, the resulting Comarch BSS Suite implementation provided Grupo TVCable with a centralized TV, Internet, and IP telephony billing and customer care system that was still capable of supporting regional product offers for the various geographical markets in which the company operates.
The ability to manage a unified order-to-bill cycle from a central location provided Grupo TVCable with the level of management control that was previously impossible. Migration and switchover to the new system was performed gradually, by region, thus unifying all customer account, contract, and financial data across the country and across the enterprise.
Thanks to the underlying Business Process Management tool, approximately 40 different workflow processes were configured to simplify tasks and capture information which previously was only noted on paper or sometimes not recorded at all, such as information related to technician visits to customer sites. These business processes range from basic account and contract management, adds, moves, changes, equipment swaps and service visits, through more complex resolutions of trouble tickets, and advanced dunning scenarios.
Moreover, Grupo TVCable gained a competitive edge as the system’s flexible configuration enabled it to launch new national and regional offers and product bundles with discounted pricing in a matter of hours rather than days and weeks. In addition, the time needed to connect and begin billing a new subscriber was halved, while the time spent by technicians at customer sites was reduced by nearly 30%. Significant cost reductions were also achieved by centralizing the IT staff needed to maintain the new BSS system. Finally, top management can now obtain accurate, consolidated customer care and billing reports in minutes, not days, as was the case in the past.
