Communications Service Provider Case Studies

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ProCom Consulting has worked on hundreds of customer service, billing and operations support projects and can provide credentials
on request that are specific to your situation. Please see our case studies below.

Large US-based Telco 1

Customer Care and Billing Transformation for new IP/LTE service approach

THE CHALLENGE
To consolidate prepaid and postpaid customers across multiple lines of business (mobile, fixed line, cable, broadband and managed service) to the CRM and billing systems.
HOW WE HELPED
ProCom was engaged to replace the customer care and billing system for commercial customers. Our responsibilities included program planning and management, the definition of business and system requirements for the new system, design review, definition of customer migration requirements and design of the conversion approach.

THE VALUE DELIVERED

ProCom brought a team experienced with the planning, management, selection, implementation and conversion of wireline customer care and billing systems for commercial customers and led the selection of the new systems and the preparation for a successful conversion to the new customer care and billing platforms.

Large US-based Telco 2

Integration and Conversion of Large RBOC Acquisition

THE CHALLENGE
Large US-based Telco acquired an RBOC property with 5 million customers across 3 states and had a short window to close the purchase and integrate the customer base across the customer care and billing platforms.
HOW WE HELPED
ProCom was engaged to convert the customer base and the OSS and BSS applications. Specific responsibilities included program management, project leadership, requirements definition, customer conversion process design and development, testing and conversion.

THE VALUE DELIVERED

ProCom provided a team highly experienced with all aspects of the integration and conversion of acquired customer bases and enabled the Large US-based Telco to meet its closing schedule.

Large US-based Telco 3

Integration of Acquired RBOC Property

THE CHALLENGE
Large US-based Telco acquired an RBOC property with 1 million customers including voice, data, video and fiber IP-based voice, data and video services. They were required to migrate all customers and operations as a flash-cut coinciding with the financial close, with a predefined short delivery schedule.

HOW WE HELPED
ProCom served in a variety of capacities to convert the customer base and the OSS and BSS applications. Specific responsibilities included program management, project leadership, requirements definition, customer conversion process design and development, testing and conversion.

THE VALUE DELIVERED

ProCom provided a team highly experienced with all aspects of the integration and conversion of acquired customer bases and enabled the large US-based Telco to meet its closing schedule.

Large US-based Cable & Communications Provider

2016 Rio Olympics – Video On-demand Curation Project

THE CHALLENGE
Large US-based Cable & Communications Provider needed to leverage their 2016 Rio Olympics programming content and capitalize on media exposure to pull through and increase customer engagement by finding relevancy with existing video assets. In addition, they were looking to increase customer engagement, decrease churn and increase on-demand purchases through a new set-top box platform. This work needed to be done in concert with another US-based Cable & Communications Provider working side-by-side with their video management team, utilizing their video management toolsets and their Rio Olympics editorial assets
HOW WE HELPED
ProCom was engaged in several areas:

  • Training – mastered another US-based Cable & Communications Provider’s video management tool and embraced the client’s marketing strategy to support editorial activities
  • Editorial Activities – identified, selected, and curated video assets for menu management on the set-top box platform
  • Reporting – prepared, interpreted, and presented data from weekly reports, Video On-Demand (VOD) viewership reports and daily operations research
  • Graphics Management – selected relevant assets for poster art, re-sized and changed resolution to fit use cases, and dynamically uploaded/updated images for editorial activities
  • Project Management – managed activities relevant to video on-demand campaigns and stunts

THE VALUE DELIVERED

  • Exceeded video management expectations by addressing the challenges, and providing highly experienced WEB Design, UX/UI Design, UX/UI Developers on short notice
  • Provided 24×7 support to client Editorial and Video Management Team during the 2016 Rio Olympics, maximizing use of Olympics content for the client’s intended purposes
  • Improved workflow process model with the editorial team
  • Provided a cost-effective (25% less expensive) fixed-fee solution, shielding the client from excess financial risks

International Communications Provider

Pre-paid/Post-paid Billing Integration

THE CHALLENGE
To consolidate prepaid and postpaid customers across the CRM and billing systems for each line of business (mobile, fixed line, cable, broadband and managed service).

HOW WE HELPED
To assist in client efforts to consolidate prepaid and postpaid customers, ProCom was engaged to:

  • Facilitate and manage the RFP process
  • Manage Vendors across the projects
  • Facilitate Business Analysis Workshops
  • Manage Program Governance, including program level risk/status/issues and analysis on mitigation actions
  • Manage Executive Communications
  • Implement prepaid solution in the Bahamas

THE VALUE DELIVERED

  • Analyzed and recommended single vendor solution
  • Established program governance methods, procedures, and tools
  • Provided executive communications to raise awareness of challenges, issues and risks
  • Successfully implemented the prepaid solution in the first territory

Large US-based Mobile Provide

Pre-paid/Post-paid Billing Integration

THE CHALLENGE
Radical simplification of the Prepaid and Postpaid customer care and billing platforms to enable a unified customer experience through retail, call center and self-care/online channels.
HOW WE HELPED
For the Prepaid and Postpaid conversions, ProCom Consulting was engaged to:

  • Develop the conversion methodology and tools
  • Lead the conversion effort from requirements and design through testing and implementation
  • Provide overall PMO leadership across project and client teams
  • Work with the business stakeholders to manage communication efforts and prepare for business readiness.

THE VALUE DELIVERED

  • Provided methodology, conversion software, and reconciliation reports for the Prepaid subscribers
  • Provided leadership for all conversion impacted applications including client and third party teams
  • Created roadmap for the prepaid subscriber conversion waves
  • Clear communications across all work streams and business readiness plans enabled go-live decisions based on system and operational readiness criteria.