techm ritter solution case study - v1.5

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Case Study


About the CustomerHeadquartered in Jonesboro, Arkansas, Ritter Communications is a leading Wireline service provider of Northeast and Millington(Tennessee ).

Business Service Home Service

Over 55,000 Customers :

20K Business Customers.10K Residential Customers.25K Simple Business.100 Wholesale

Market Segments

Residential, Complex Business , Simple business , Wholesale

Ritter offers local and long distance phone service, high speed Internet , cable TV and security services in North-East Arkansas , Tri county and Millington(Tennessee) areas to complex business, residential and simple business customer. It also offers customized business communications solutions featuring services such as Web & e-mail hosting, custom networking, remote back-up and brand name telephone systems.

Business Areas

High SpeedInternet Access Virtual Services

Voice ServicesCommercialsCable TV

CustomNetworking

HardwareSolutions

Cable Television DVR

Internet HDTV

Phone TiVo


Customer Success – Creating value for Ritter

Complicated & Manual business processes due to disparate & silo’d applications

Manual service delivery to end user.

Error prone order cycle, bad data, manual handoffs, delayed time to market due to disparate systems that led to high cost and poor customer experience

Lack of best of breed solutions hindered the current revenue targets and growth plans

Tech M helps to automate and migrate new BSS/OSS system to optimize time to market , reduce cost, improve user experience , less manual work, validated & correct data for less error .Process improvement in terms of order capture; fulfilment; provisioning ; activation.

Recommended Salesforce for Lead to Order and be the central hub for Accounts, Contacts and Partner data

Built Custom CPQ Solution: which supported both customer and enterprise business segments

Built Seamless integration between B/OSS Systems for Order to Cash journey

Discovery: Engaged with Key stake holders and conducted workshops to design , develop could based system with Oracle COTS product .

Envision and Align: Define long term system integration plan with business users , Conduct workshops to define e2e business process.

Roadmap (Delivery & Execution): Provide detailed roadmap, phase implementation approach, training methodology & strategy

Delivered end to end Telco Solution which includes Order Fulfilment, Service Fulfilment, and other nuts and bolts of Telco Sales and Service Processes

Fast time to market .

Provisioned a 360 degree view of the customer to the sales reps for better planning, Order management, and Sales Forecasting

Increase Order Quality and considerably reduced order fallouts

Reduced Order fulfilment time from 2-3 business days to couple of hrs by automating service provisioning task a reduction of 70% fulfilment time.

Simplified provisioning and service processLess maintenance costs – SFDC is auto upgraded – OPEX Reduction

Business Challenges Business Solution Our Engagement Business Value


Business transformation for Ritter

US specific ancestry service transformation from manual to customise automated solution , which includes E911, warehouse Management , PPV, DA/DL , MSAG service address validation .

Provided CPQ product transformation from legacy product to SFDC product catalog which incudes High speed internet, Alarm security, Managed voice, Complex DSL and HFC data.

Automated Network build and transformation.Automated field service technician and truck roll out process using Oracle TOA.

Simplified process for lead and opportunity.

Complex business with multi location.

Complex business product offering for Managed voice, Metro Ethernet, T1, HFC, GPON etc.

Created product availability as per region and city for various offering for different types of customer.

Move transfer to help CSR’s uses same service to new location.

Number Porting ,& Port-out.

Trouble ticket and help desk support portal.

Customised solution for Business application like Equipment Warehouse, PPV , E911, Directory assistance , Directory listing,.

Multiple 3rd party integration to support Ritter business need..

Legacy data transformation into COTS product .

Three different types of customer data (residential, complex Business, Simple Business )to three different regions(North east Arkansas, Tri county, Millington ) on cloud and COTS based OSS/BSS platform.

Services transformation Process improvement

Customise solution business

Data transformation.

Business BenefitsImproved User Experience

Intuitive User Experience Single Solution across Order to Cash Process Access Anytime, Anywhere, Any device 50% improved end user satisfaction

Overall TCO Reduction Low implementation and Maintenance cost CapEx to OpEx transformation Reduced dependency on Vendor/IT teams 50% Reduction in TCO

Overall TCO Reduction Reduced manual errors by 70% by automating the sales process &

validations in place to reduce errors Address validations, Product availability check and credit vetting

Concept to Market(SFDC) Campaign to Lead(SFDC) Supply Chain(Ware House UI)

Partner Management(SFDC) Lead to Service(SFDC)

Service to Cash Billing (CCDS)

Service Assurance(M6)

Service Activation (ASAP)

Order handling Selling

Marketing Sales & Provisioning

Product Development

Campaign Management

Prospect Management

Receipts of Stock from Supplier

Return stock to Warehouse

Return Damaged Stock to Supplier

E911-MSAG Address Validation

Service problem Mgmt.

Termination

ReportManagement Quote Generation

Day End Closing – Cash & Inventory

Purchase Accessories

Customer Returns Accessories

Pass Adjustments

Write-Offs Refunds Deposit and Discount

Equipment Assignment

Incident Management

Order Inventory from Warehouse

Handle Change Request(various)

RatingDay end Processing

Bill printing & Re-PrintingBills Dispatch

Service bundling

Payment Reversals

Dunning

Retry Mgmt. Network Mgmt.

Sales/Channel Commissions

Number Management &Quarantine Processes

Core network Configuration

CCDSSFDC M6

PPV Schedule UI

Receipts of Stock from Supplier

Replacement

Add PPV

Return Damaged Stock to Supplier

Opportunity Creation

Network inventoryNetwork area & End user location creation

Dynamic routing Service activation

Trouble Mgmt.

Cable Pair Assignment

MSAG Validation

Circuit design Order Mgmt.Technician

Appointment IP Address Mgmt.

Subscriber Registration

Billing & Service Acct Creation

Provisioning product catalog

EWO

Network Monitoring

Network Outage Reports

Reporting

ASAP Custom UI

Overview - Ritter Telecom Process

Legends:


Solution Components

9

• SFDC Configurable Product catalog development to incorporate legacy and service based catalog for multiple revenue area which also consist product management and product pricing support

• Data Migration from in-house legacy applications(GLDS/ Gensoft) to COTS Products (i.e. Salesforce & MetaSolv)

• Middleware Framework (JBOSS FUSE ESB) for highly customized Integration with Oracle Communication MetaSolv M6 and external Workforce Management System(TOA) & Billing System - Custom Call Data System

• Portal development and integration of Equipment Ware House and Pay-Per-View

• Development and Integrated of Oracle MetaSolv M6(Provisioning & Inventory) to Oracle Communications ASAP (Network Activation)

• Trouble Ticket management for Service Fulfilment from CRM SFDC till ASAP(Network Activation)

Key Points of B/OSS Development & Integration


Interfaces


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techm ritter solution case study - v1.5

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