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"Patni is our strategic partner to enable CPW's transformation to become a major player in the UK and pan-European telecom markets. Patni's strong solutions capability, best practices, and experience in building next generation telecom back-offices, are critical for the success of our IT organization."
Simon Post
Chief Technology Officer
Carphone Warehouse
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| Case Study |
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Patni enables BSS for fast-track launch
of the first US MVNO Virgin Mobile |
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Patni has been an integral part of the client's IT organization from its inception and trusted with the
ownership of significant components of the innovative, competitive and differentiating MVNO's Business
Support System (BSS) platform. This has been largely credited with the client's ability to quickly grow its
customer base to over 3 million subscribers and launch its operations in an industry record 7 months.
The Client
The client, a joint venture
between Sprint PCS and the
client's UK based group, is the
first Mobile Virtual Network
Operator (MVNO) in the US cell
phone industry. The client
provides private label wireless
services, leveraging its
powerful brand along with
strong focus on customers and
strategic partnerships with
other US brands such as MTV
and VH1.
The Challenge
As a mobile services start-up, the client had aggressive plans to launch prepaid
wireless service with a range of value-added features comprising a rich,
differentiated service offering to its target youth base.
Recognizing that providing a superior customer service experience is a
critical success factor in the wireless and especially MVNO marketplace, the
client required a state-of-the art OSS/BSS platform, that would be not only a
business and operational enabler, but also a competitive differentiator and a
strategic asset.
The client faced numerous business, operational and technology
challenges, including:
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Adopt a pay-us-you-go business model, mandating a stellar customer
experience |
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Provide highly personalized value-added services and real-time
rewards and promotions |
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Enable the delivery of youth-oriented content consistent with client's
brand from numerous partner content providers |
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Offer competitively-priced service plans in a pre-paid business model |
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Launch innovative and youth-friendly service offerings in a highly
compressed timeframe |
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Provide a consistent customer experience across multiple customer
touch points |
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Ensure a high rate of customer acquisition and competitive retention
levels driven by an excellent understanding of the customer's behavior
and supported by targeted marketing campaigns |
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Scalable and flexible MVNO BSS platform capable of supporting
seasonal volume peaks specific to pre-paid youth-oriented wireless
market.
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Patni has assisted the client with a wide range of services including:
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Analysis, design, development and support of major components of
the MVNO BSS infrastructure, including the CRM and business
integration platforms |
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IT strategy for CRM, Rating and Billing, Application Server and Web
front-end applications |
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Comprehensive Quality Assurance (QA) services, including design of QA
infrastructure and policies as well as execution of unit, integration
and user acceptance testing |
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IVR application design and development. |
The Solution
Patni developed an innovative MVNO solution built around a
comprehensive BSS MVNO framework, a service-oriented architecture
and best-in-class OSS/BSS applications such as Siebel (CRM), BEA
WebLogic (Business Integration and Portal), Telcordia (Billing and Service
Activation), Genesys (IVR and Voice Application) as well as Content
Management and Messaging products.
Solution highlights include:
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Siebel eCommunications based CRM platform, empowering over 1000 CSRs
to efficiently support the customer's order management, service provisioning,
pre-paid billing and trouble-ticketing transactions, as well as enabling
targeted marketing campaigns through access to detailed customer behavior
information. This involved:
—Extensive use of Siebel capabilities to implement customer-driven Business
Process Automation
—Proactive customer management, leveraging the Siebel centralized
customer repository to track and understand customer behavior and
provide service differentiation
—High adaptability to evolving market conditions, through accelerated
release of new features and price plans in less than 6 weeks
—High-productivity tools for CRSs, including single-desktop access and
sophisticated scripting resulting in 90% of all issues resolved in the first
call.
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BEA WebLogic 8.1 based business process management platform, with a
Service Oriented Architecture, integrating all aspects of the client's
operations, including point-of-sale order processing, product fulfillment,
service provisioning, and connectivity with the Sprint Network, as well as
Fraud Detection. This involved:
—Building BSS service components for critical business functions such as
order management, point-of-sale order entry, mobile service provisioning
and product fulfillment
—Management of all the channel independent business processes
—Management of the content delivery and content billing business processes
—Ensuring enterprise-wide data and transactional integrity. |
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eCommerce and the client's entire Web presence built on BEA WebLogic Portal |
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JD Edwards ERP implementation for inventory management and financial
accounting |
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IVR application design and development, based on the Genesys and ScanSoft
platforms |
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Comprehensive and robust Quality Assurance Services for the entire MVNO BSS
platform. |
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The Technology
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Siebel
eCommunications |
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BEA WebLogic 8.1
(business integration
and web portal) |
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Telcordia (Billing and
Service Activation) |
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Genesys and ScanSoft
(IVR and voice
recognition) |
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JD Edwards
(Financials) |
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Mercury Interactive
suite (QA). |
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The Benefits
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Aggressive initial MVNO launch in an industry record 7 months |
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Increased customer retention and ARPU by sophisticated use of
targeted marketing campaigns and ability to understand customer
behavior and expectations |
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Improved productivity of the call center personnel |
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Lower operational costs per subscriber |
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Ability to handle high order volumes and easily scale for managing
additional load |
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Framework adaptable to changing business environment in the
wireless industry. |
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