Case: DNA

Automating the management of broadband subscriptions

DNA

Challenge

Oulun Puhelin and Lohjan Puhelin wanted to automate the order and delivery of broadband subscriptions to speed up and improve their marketing and customer service. The quickly developing network technology also created pressure for a technology-independent way of delivering and maintaining services and information on service availability especially to the consumer segment.

These local telecom operators, Oulun Puhelin and Lohjan Puhelin, also wanted to develop their competitive edge by cutting the costs of the order-delivery process. Especially in major cities, the broadband subscriptions and services are an open opportunity for aggressive competition. Therefore, the turnover for one single service is relatively small. Profitable service production and maintenance call for efficient processes.

Solution

The solution implemented to the operators is perfect for maintaining the technical documentation of broadband networks automatically. This solution is based on service architecture, and it includes, for instance, the following features:

  • Maintenance of service availability information according to buildings and apartments
  • Maintenance of active network device information and other documentation
  • Management of real time capacity
  • Mass changes to the services
  • Documenting billing information and network use to the required systems as a part of the process
  • Technology-independent activation of services
  • Collecting and reporting history information on network events
  • Mobile workforce management in installation and malfunction cases
  • Technology-independent tools of customer service

Benefits

Thanks to the more effective order and delivery process, the management of broadband business operations is more cost-efficient

  • The operators’ customers can activate broadband services themselves.
  • The documentation is valid and up-to-date.
  • Valid and up-to-date documentation enables increasing the level of automation.
  • Activating services is technology-independent.
  • Information on availability can be utilised in different sales channels in real time.
  • The delivery time is shortened dramatically.
  • The turnaround time of malfunction cases is shortened dramatically.
  • Operators’ own service development can sky rocket.
  • Network management is simplified.
  • Regional advance sales becomes possible.
  • Investments can be directed at the right time.
  • Installation management improves.