Customer Overview
Strategic Need & Challenges
Strategic Need
- Build an integrated IT stack that supports fiber broadband, VoIP, IPTV, and enterprise connectivity.
- Accelerate market expansion with a modern digital ecosystem.
- Improve operational efficiency across provisioning, field operations, customer care, and billing processes.
Key Challenges
- Fragmented or legacy systems that limited automation and slowed the onboarding of new service areas.
- Manual, non-standardized activation workflows requiring modernization.
- Limited digital channels for customer interaction and field operations support.
- High dependency on multiple legacy applications requiring cloud migration and standardization.
Scope of Transformation
- Design of provisioning & activation workflows for Fiber, VoIP, IPTV, and high-speed data
- Build-out of orchestration flows using TSOM-style frameworks
- Testing and validation of endto-end service activation across multiple markets
- Support for migration between legacy activation systems and modern orchestration layers
- Development of PowerAppsbased field service workflows (installations, repairs, dispatch)
- Technician mobility apps, routing, and real-time decision workflows supporting field readiness
- 24/7 support for field systems during cutovers and market transitions
- Cloud migration and modernization of 100+ legacy applications
- Consolidation of multiple disparate systems into standardized, cloud-ready modules
- Establishment of integration patterns enabling rapid onboarding of new markets in a scalable manner
- Configuration of billing systems (Zuora) integrated with Order Management
- Development of SNOW workflows and UX for order capture, orchestration, and fulfilment
- Enablement of Sales, Inventory, CRM, and Order Management across consumer & enterprise services
- Front-end UI enablement for products like VoIP and DIA
- Migration of regulatory & legal systems (Oracle → modernized stacks such as Power BI, JQuery)
- Support across four SAP development streams, including financial, procurement, and supply chain processes
- Integration with Ariba, Vertex, Concur, Costar, Cass, and BRIM workflows
- Unified support for enterprise Ethernet, DIA, and wholesale service enablement
- Implementation of Google CCI, including IVR, chatbots, and self-service experience flows
- Enhancement of customer and agent experiences through omni-channel interfaces
- Support for workforce management and digital care tools
- Implementation of BI dashboards for operational visibility (orders, fulfillment, rollout readiness)
- Data science and predictive analysis to optimize network build planning and service operations
- GenAI-driven self-service and knowledge augmentation for operations and care teams
Transformation Approach
Design & Blueprinting
- Defined the BSS/OSS target architecture, integrating digital, ordering, activation, billing, field ops, and data platforms
Build & Integration
- Configured workflows across SNOW, Zuora, SAP, TSOM, PowerApps, and data platforms
- Created unified APIs and integration layers to support modular onboarding of new markets
Market Launch Enablement
- Applied wave-based rollout strategy
- Conducted end-to-end testing across provisioning, field ops, and billing systems
Operate & Continuously Optimize
- Provided hypercare while markets went live
- Supported ongoing enhancements across ordering, billing, field ops, and digital channels
Business Outcomes
Accelerated Market Expansion
The unified IT stack enabled consistent workflows for deploying fiber across multiple new markets.
Cloud-ready components and repeatable migration patterns
reduced lead time for market readiness.
Improved Operational Efficiency
Automated ordering, activation, and field service workflows reduced manual effort and process delays.
Modernized activation flows minimized provisioning fallouts and improved overall service reliability.
Stronger Digital Engagement
Self-service channels, chatbots, and improved care workflows elevated customer and agent experience.
Digital adoption naturally increased due to easier navigation and integrated support.
Simplified Technology Landscape
Consolidation and modernization of 100+ legacy systems reduced complexity and improved maintainability.
Standardized integration patterns ensured consistent experiences across consumer and enterprise services.
Enhanced Decision-Making
BI dashboards and analytics provided deeper visibility into service readiness, order performance, and network rollout execution.
GenAI solutions empowered teams with better information retrieval, faster response times, and operational augmentation.