Delivering Support, Operations, and Enhancement for Prepaid Charging System
A leading mobile services operator sought a strategic partner with extensive telecom BSS experience to manage the support, operations, and enhancement of its prepaid charging system. Within two weeks of contract sign-off, we assumed complete support, deploying necessary tools and expertise to ensure round-the-clock network stability and improved system KPIs.
- DevOps & Cloud Managed Services
- Business Support Systems
- Business Process Automation & Transformation
- Customer Service Automation & Optimization
Business Issue
The client operated a real-time charging system for more than 4 million subscribers, which the OEM could not support effectively. They required a 24×7 support service and technical operations team to manage support tickets and lacked a mechanism for performing health checkups on network elements.
Solution
We implemented robust business and operational processes to establish systems for raising tickets, resolving issues, monitoring SLAs & KPIs, and notifying resolutions. Additionally, we leveraged our tools and processes to monitor alarms and track system logs and run operations, automated system health check-up procedures, activated the geo-redundancy set-up, and improved the signaling redundancy architecture.
Within two weeks of the contract agreement, we set up a Network Operation Centre (NOC) and took over 24×7 support services and technical operations.
Outcomes
Our efforts facilitated business growth while reducing operational costs. We increased network stability with improved system KPIs and reduced overall resolution time by approximately 30%, with most tickets resolved at the L1/L2 level. The client now has a blueprint for incident response across the network, resulting in proactive fault identification and exceeding agreed system SLAs and response times.
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