Telecoms Industry Experience

Our Experience > Telecoms Industry

The Telecoms industry is one for which the underlying Support Systems, whether Operations or Business, really are mission-critical. Yet it is also an industry which boasts the highest complexity of integration between systems and, consequently, the implementation of these systems is fraught with challenges.

When implementing Oracle Siebel CRM, there are three key pain points, all of which could be categorised under Order Management but which must be individually addressed.

Product Modelling
The initial Product Modelling is the key area that is underestimated by consultancies, big and small alike. Product Modelling must take into account all of the following:

• Usability
• Performance
• Ability to support the pricing requirements
• Downstream integration requirements

Failing to consider these aspects appropriately at the Product Modelling stage can, and has, killed large-scale Siebel CRM Telecoms projects. Only with a true understanding of the impacts of poor product modelling can such an implementation be successful.

Order Capture
Telecommunications companies typically utilise Siebel’s Asset Based Ordering (ABO) functionality to enable them to add to and manage an installed base of assets (whether physical or service assets) at customer premises. For relatively simple products, ABO works well, providing a reasonably complete view of the complexities of a Telecoms company’s orders and installed base. However, when business-strength products are pulled into the mix – for example, leased lines – the complexity of order capture and installed base management increases exponentially.

Integration
The level of integration in a Telco’s systems architecture is high and, furthermore, it needs to be bullet-proof. An incorrect message from an upstream system can have significant downstream consequences, whether that be incorrect billing (too low, causing revenue leakage, or too high, causing increased customer handling costs and churn), order fall-out or unnecessary and costly Workforce Scheduling. With Siebel CRM typically sitting at the top of the Order Management stream, it is critical that consideration is made to the consequences of poor integration.

Boxfusion Consulting has in-depth knowledge and expertise in the areas of Siebel Product Modelling, Siebel Order Management and Capture, and Siebel Integration in the Telecoms context. We know the pain points and will ensure they are addressed at the right time, not after the fact.

Do you want to risk your Telecoms CRM implementation by taking on consultants who only pay lip-service to the significant challenges of your industry? If not, Contact Us and let us show you how we can take a lot of the risk out of your Telecoms Siebel CRM deployment, and help you to a successful Siebel CRM implementation.