Enterprise IT services for a mobile operator

Solution

Scope of Work

Itransition worked with both life:)’s front-office and back-office systems. Automation of the following business processes was supported:

• Operations at dealer outlets (CRM): signing contracts with new subscribers, selling equipment, etc.
• Document management within the company
• Statistics and report generation
• Customer services support: USSD, SMS, services activation, calls, etc.
• Integration with a payment system enabling money transfers.

Increasing Customer Satisfaction Level

The main focus was to support life:)’s existing customer service systems and extend their capabilities as required by regularly introduced promotional offerings. Itransition took care of the following systems:

• USSD system – a set of services enabling requests to information menu, subscriber activation, tariff plan switching, etc.
• Mobile operator’s system initiating billing requests, tariff switching requests, event SMS sending requests, etc.
• Internet Customer Service (ICS) web portal
• Customer services support: USSD, SMS, services activation, calls, etc.
• Web service containing the principal business logic interacting with data sources.

Primary importance was given to timely elimination of any technical issues putting at risk customer satisfaction.

Catering to the Needs of life:) Employees

Itransition was also engaged to enhance the systems supporting operations at mobile operator’s dealer outlets:

• Back-office system for managing customer subscription services
• Document packages management and subscriber contracts printing software.

System Integration and Data Exchange

The systems and services under Itransition’s support and maintenance were integrated and exchanged data with a number of external systems:

• Payment system enabling Internet banking services, bank transfers and other billing and payment operations
• External personal data database to check validity of the provided ID details
• Blacklisted customers databases – to ensure the prospective subscribers have no payment history troubles with other mobile operators
• Life:) in-house databases.

All functionality implemented by Itransition — up to 30 promotional products/offerings a month — was deployed to the production environment right away, contributing to life:)’s customer base growth.

Engagement of Itransition’s QA, maintenance and support specialists enabled life:) to achieve a considerable decrease in technical glitches and overall systems stabilization. This resulted in increased customer satisfaction and operations refinement at mobile operator’s dealer outlets.