Success stories
Telecommunications Industry: Emerging Markets
Telecommunications boosts marketing efforts with a new customer service organization
Scenario:
A leading U.S. telecommunications provider wanted to take advantage of the rapidly expanding markets in its industry. The client's goals were to provide domestic and international comprehensive telecommunications products and services through a global network of leading brands and operations.
Objectives:
Develop and implement a new customer service organization that would provide leadership for all new marketing efforts and serve as a centralized contact for all domestic and international customers.
IBM WebSphere Business Integration Modeler solution:
IBM WebSphere® Business Integration Modeler provided its leading-edge business-process management and Web-publishing tools to create, manage and distribute business-process models, policies and procedures that helped to build the new organization.
Overview and results:
Our client completed an extensive study of the organizational structure and business processes that were being used to deliver products and services.
WebSphere Business Integration Modeler used the study's results to create graphical business process models using WebSphere Business Integration Modeler business process-management tools. More than 15 high-level processes, such as those that modeled the order-management, fulfillment, implementation and billing processes were developed.
These models became the focal points for product development and business operations. Each affected business unit used the models to gain a better understanding of the unit's business process and how the processes interrelated with others. This kind of graphical information helped to establish sound policies and procedures. The company used WebSphere Business Integration Workbench Server Web Publisher and the company's intranet to share the information throughout the organization.
Implemented technology:
WebSphere Business Integration Workbench and WebSphere Business Integration Workbench Server provided the company with solid business process-modeling and analysis capabilities. These applications tools provided methods for creating, managing and sharing these capabilities and results among widely dispersed employees.
Customer benefits:
The customer was able to comply with all government regulations, meet schedule timelines and expand into new markets quickly and efficiently. The shared business process models and their associated policies and procedures provided a "common language" for the rapid completion of the project.
