Business
This telecommunications company is one of the largest in Asia Pacific, with 15,000 points of presence for consumers, including hundreds of company-owned service centers, licensed shops and authorized dealers. Managing almost 100 million bills per year, it averages 25,000 customer service calls per day. A typical order, including all sub-orders and confirmations, should complete in a matter of seconds.
Challenge
The operations team must provide carrier-grade availability and performance as telecommunications architectures converge around IP and IT standards. Even as billions of dollars are being spent to upgrade legacy systems, nearly 20% of all orders and other transactions stall or fail before completion. The challenge is to get to the root cause of the problem, and fix it, before customers are affected.
Solution
After a relatively short evaluation period, a Business Transaction Management solution was enthusiastically accepted and installed across the production OSS, delivering cross-tier visibility in real time. Within minutes, the BTM software identified a number of problematic transaction flows, alerted operations to the root cause and pinpointed the right expert to handle the issue.
Result
After deploying BTM across the OSS, order fallout was so significantly reduced that it enabled the application upgrades to proceed as planned. As a result, customers were happier because their orders were being processed without a hitch and the IT professionals were happier, because they could concentrate on fulfilling their business objectives instead of being bogged down firefighting all the time.