The challenge
Telecom faces intense competition, fast-changing technologies, large investment requirements, numerous regulations and extensive employee training requirements. The systems that support customer service, operations and administration must provide the customer with complete service availability, fast service activation and simple billing information. The company utilizes several different networks and dozens of types of equipment to provide its services. Meeting business requirements relies on customer service representatives to know exactly what services are available, assist the customer in making their selection, and coordinating an installation time. All coordination must be done during a short conversation with the customer. In order to connect the necessary systems used to operate and administer services, all company information had to be consolidated into a simple dialog.
A new approach was required to improve business operational efficiency, enable consistent service implementation, follow business rules and utilize the existing systems that are critical for on-going operations.

The solution
The company implemented an integrated solution that consolidated the existing operations, billing and engineering systems into a single view. These systems interact to keep data consistent and up-to-date. A new web interface was created providing a step-by-step approach that allows both experienced and novice company service representatives to address customer needs. Requests for services are immediately addressed with accuracy by utilizing complete company records. The interface allows the same intuitive approach to find existing information to update customer requests. With the new approach, customer interaction is now based on best meeting customer needs and maximizing their value. With the integration, the existing systems are updated in less time with precise information. The customer gets faster and better service while the company requires less time and money to provide it. The screens below demonstrate the simple interface that consolidates all the related information. In the first step, a customer's billing, address and service information are all available in a single screen. A single click initiates step two, where the telecom network information is located for a specific service. One more click starts the third step, drilling into the detailed engineering information. This approach is applied to all of the information. This integration allows staff to use the new systems with minimal training. They now have current information available to them, and can execute the necessary work to take care of all their customers' needs.

The result
Successful integration with the legacy systems achieved more accurate output, quicker answers to customers, less time writing orders, fewer interruptions to engineers, reduced time spent training and more time spent selling the available services.

“Yadkin Valley needed a system that is fully integrated and also gives us the ability to administer our business rules internally with non-technical personnel. With the unique skills the BandyWorks team brought to the project we have accomplished our goals.”

Kyle Martin
2enclude™ Project Manager
Yadkin Valley Telecom