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Customer Retention & Revenue Leakage Prevention

One of the World's Largest Mobile Service Providers

This company is among the world’s largest mobile service providers, serving nearly 150 million subscribers in North America.

Situation

The wireless operator had led its market for years but was facing stiff competition and increasing customer churn. In an effort to keep loyal customers happy, the company wanted to be able to continually adapt and repackage its offerings to give customers more compelling and personalized wireless solutions.

However, the operator’s complex, aging multivendor integration tools made it difficult to adapt back-end systems for new offers, slowing time-to-market of new business models.

Solution

The wireless operator implemented the DigitalRoute Usage Data Platform to abstract its legacy data infrastructure and build a more flexible platform to support new offers and business models. Today, the company provides a broad offering, combining all third party vendors in its eco-system to deliver services across their subscriber base.

With the Usage Data Platform, the operator can now collect all usage data across its mobile network and bind this data to individual subscribers in real time, resulting in transparent invoicing settlements. The company has closed the delay between subscriber usage and invoice processing.

Benefits

With DigitalRoute Usage Data Platform the company significantly reduced the delay in billing and settlement processes due to the real-time usage data processing.

The platform helped prevent revenue leakage by a fully holistic view of subscriber usage across its eco-system.

 

Greater platform flexibility and insights of subscriber’s usage allowed the company to maintain customer loyalty and increase retention. Moving forward, the company will be able to fine-tune business models and expand customer-centric services—both their own and those delivered by their third-party partners.

 

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Pioneers and Leading Information & Telecommunications Providers in Asia

Founded in 1996, this company is one of the pioneers and leading information and telecommunications providers in Asia. Today, the company maintains thousands of kilometers of fiber-optic infrastructure and is experiencing rapid growth.

Situation

The company was seeing tremendous success, but company leaders recognized that, to keep pace with and capitalize on subscriber growth, they needed a technology platform with a centralized, holistic view of subscribers. The key to achieving this: converging all services in their portfolio into a single CRM.

Previously, the company was relying on three siloed CRMS for each service (fixed, mobile and cable). Additionally, each CRM system was managed manually, leading to frequent errors and, ultimately, revenue leakage.

Solution

Using the DigitalRoute Usage Data Platform, the company can now bind all usage data for subscribers, across all servcies, into a single session. As a result, the company now has much more holistic visibility into each subscriber’s usage experience, as well as much more transparent billing processes.

Today, the DigitalRoute Usage Data Platform acts as the centralized orchestrator for all business processes for all services, including e-commerce, CRM, billing and charging, payment reports and inventory.

Benefits

With the DigitalRoute Usage Data Platform, the company can now maintain a holistic view of subscriber usage across all services.

As a result, the company now has a much deeper understanding of the customer experience, and can use those insights to develop new offers and solutions that increase customer loyalty and retention.

Additionally, by getting rid of manual processes, the company eliminated revenue leakage. The flexible Usage Data Platform allows the company to offer a wide range of new, customer-centric business models.

They can now understand customer behavior in fine-grained ways and offer new tailored offers and improved bundled services.

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Simplified Architecture & Revenue Leakage Prevention

Leading North American Telecommunications Provider

This company is one of the leading telecommunications providers in North America. It provides a wide range of telecommunications products and services including internet access, entertainment content, healthcare solutions, and voice and IPTV services. Founded 1990, today the company has close to 50,000 employees and 13 million subscribers.

Situation

This company had enjoyed major success and market growth for many years. But over time, its IT infrastructure had grown enormously complex. By 2016, company was relying on over 300 different mediation and billing systems across its fixed-line and mobile services.

All of those complex handoffs between systems inevitably led to data loss — and ultimately, revenue leakage. Company leaders wanted to unify all of the different systems into a single platform, and adopt a streamlined, standardized process for collecting usage data and billing.

Solution

Using the DigitalRoute Usage Data Platform, the company was able to converge all of its disparate billing and mediation systems onto a single platform. Today, the company can maintain a holistic view of its subscribers and their consumption behavior across systems, with no data loss or revenue leakage. The new system also eliminates manual errors,

as the DigitalRoute Usage Data Platform automates the entire billing process. Today, the platform collects all usage data from all services (voice, entertainment content, internet access and more), binds the data to each subscriber, and then sends the data on to CRM and billing systems for invoicing.

Benefits

The company dramatically simplified its architecture and automated the entire session-handling processes. As a result, the company now uses a much faster billing process, with zero data loss or revenue leakage.

Additionally, the company can now maintain a deeper, more comprehensive view of its subscribers, with the ability to understand and act on the customer experience.

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IT & Infrastructure Simplification

Leading Telecommunication Provider in its Region

This company is the leading telecommunications provider in its region. The company commands 60% of the market for mobile internet, 67% of fixed broadband services, and one third of the TV services in its country. Founded 1998, the company today has over 20,000 employees.

Situation

As this telecommunications provider had grown over the years, their technology infrastructure had evolved to encompass many disparate systems, including six separate billing systems. That degree of complexity hindered the company’s agility and made it challenging to ensure fast, accurate billing for all services.

Company leaders wanted to move to a single, unified platform, with the ultimate goal of converging all billing processes, both online and offline. Company leaders also recognized that the current systems would not be able to scale with growing data volumes. It was time to reimagine the infrastructure.

Solution

Using the DigitalRoute Usage Data Platform, the company was able to converge all its systems. Today, they can maintain a holistic view of subscriber consumption online and off, with no data loss between systems. The DigitalRoute Usage Data Platform also consolidates the entire billing process into a single system.

The company can now collect all usage data from all services (voice, TV, internet) and binds that data to each subscriber. This consumption data is then sent on to CRM and billing systems for faster, more accurate invoicing.

Benefits

The company simplified its architecture and automated the session-handling processes—enabling faster billing with zero data loss or revenue leakage.

Additionally, the company now has a much deeper, more comprehensive view of subscriber behavior, with the ability to understand the customer experience and act on it.

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Asian Greenfield Telecom Operator

This company is a huge and growing greenfield telecom operator, providing 4G services for more than 200 million subscribers. On average, the company adds seven new subscribers every second. The company went public in 2016.

Situation

The company’s rapid growth exceeded even its most optimistic backers’ expectations. However, that growth also drove a need for massive scalability to handle the tremendous amounts of usage data passing through the network. Company leaders knew that if data volumes surpassed capacity limitations,

the consequences would be devastating. They needed a flexible, standardized solution to accommodate rapidly changing services, as well as put the company on a sound technical footing as they journeyed into 5G.

Solution

Today, all usage data for hundreds of millions of subscribers passes through the DigitalRoute Usage Data Platform. The platform collects, monitors and aggregates event data at massive scales, and binds events to specific subscribers.

In this way, the company can match corporate information against subscriber profiles in the CRM, as well as map usage data against subscriber contracts in the ERP system.

With holistic visibility into customer usage, the company can now gain broader and deeper insights into subscriber behavior—which will allow them to develop new business models and tailored offerings.

which will allow them to develop new business models and tailored offerings. Additionally, the new system cleanses non-relevant usage data and offloads the billing system.

In addition, with every session now bound to a specific subscriber, the company can use the DigitalRoute Usage Data Platform to facilitate alerting on a wide range of customer events—such as sending subscribers a text message that they are about to exceed their data plan, via an SMS gateway.

Benefits

With the DigitalRoute Usage Data Platform, the company can now maintain a holistic view of subscriber usage across all services.

As a result, the operator can maintain a deeper understanding of the customer experience, and can use those insights to develop new offers and services that increase customer loyalty and retention.

The flexible Usage Data Platform allows the company to offer a wide range of new, customer-centric business models.

They can now roll out new and improved bundled services and tailored offers based on subscriber behavior and preferences.

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One of the World's Largest Telecommunications Company

This company is one of the world's largest telecommunications company and second-largest mobile operator. The company has over 250,000 employees and 160 million subscribers across the United States and Mexico.

Situation

The company was hugely successful by almost any measure, but was struggling with the technical limitations of a sprawling, complex infrastructure that was impeding performance and revenues.

For example, billing systems, as well as extract, transform, load (ETL) systems, were not as accurate as they needed to be. They were also slow to deliver subscribe usage data—which, in turn, slowed down invoicing and time-to-revenue.

The biggest issue: back-office systems were generating more data than the billing and ETL systems could handle, and important processes were breaking down.

For example, for financial month-end closing procedures, 150 Finance employees had to waste huge amounts of time waiting for, reconciling and triple-checking data from the legacy ETL system.

Solution

With DigitalRoute Usage Data Platform, the company can now capture all usage data records—at enormous volumes—with unprecedented speed and accuracy, and little or no manual effort.

Today, all usage data can be bound to individual subscribers automatically, ensuring accurate billing without having to spend thousands of manual hours sorting through dirty data. For example, using the previous systems,

the company needed seven hours to process 14 million CDRs. With the DigitalRoute Usage Data Platform, they can now process that work in an hour.

Additionally, the new platform runs on hardware that costs a tenth of what the company was using before, generating significant capital expense (CapEx) savings.

Benefits

The company saw immediate benefits in a number of key areas, including:

  • Reducing manual effort for 150 Finance employees by 15%--which translates to a savings of $1.50M -$2.25M

  • Reducing hardware costs by 75% by running Java-based mediation systems on commodity hardware, saving $0,1M

  • Reducing software maintenance and upkeep efforts by 50%, as well as simplifying training and adaptation, resulting in a savings of $0,1M

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Asia's Last Remaining Greenfield Telecom Market

This company is a pioneering mobile provider in its region, with expectations to cover 75 percent of the population within five years. The company received its formal license in 2014 and pledged an investment of $15 billion to develop the telecoms sector in its market.

Situation

The company it committed to improving the lives of consumers in its market and helping businesses run more efficiently. To that end, the company will offer a wide range of mobile communications services well beyond basic voice and data.

Drawing on its experience launching similar services in other markets, the company is developing a comprehensive portfolio of life-enriching services including mobile money services, mobile health services, and services to support farmers and agriculture.

including mobile money services, mobile health services, and services to support farmers and agriculture.

Launching a new greenfield telecommunications service, the company needed extensive technology and telco expertise.

Company leaders also wanted a system that supported offline processing initially but could expand to incorporate real-time processing in the near future.

Solution

To support what is expected to be a hugely popular, fast-growing set of new telecommunications services, the company chose the DigitalRoute Usage Data Platform to support its state-of-the-art billing system.

With the DigitalRoute Usage Data Platform, the company will be able to collect all usage data for all services in a single system, bind consumption data to each individual subscriber, and enable fast, accurate billing.

Benefits

With the DigitalRoute Usage Data Platform, the telecommunications provider will be able to maintain a holistic view of subscriber consumption.

With insight into customer behavior across all services, the operator will be able to maintain a deep understanding customer behavior and preferences—and use those insights to continually enhance customer loyalty and retention.

The flexible Usage Data Platform will allow the company to offer a broad range of customer-centric business models.

They will be able to quickly, continually roll out new offers and bundles tailored to customer needs and preferences.

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