HP assists Telekom Serbia to transform operations for better customer experience

 

HP Enterprise Services announced that Telekom Serbia has
completed the first steps in a transformation of its operations and business
support systems (OSS and BSS) that will increase agility, reduce costs and
improve the customer experience.

 

As the leading provider of fixed, mobile and broadband services in Serbia and neighboring Balkan states, Telekom Serbia determined
that better service-level management was essential to enhancing the customer
experience, and, ultimately, maintaining its leadership in an increasingly
competitive market.

 

To improve Telekom Serbia’s service-level management, HP
Solutions Consulting Services, a global, communications industry-specific
business consulting practice, helped the company transform OSS functions
including service fulfillment and service assurance. HP also helped the company
evaluate key BSS functions including billing and customer care systems.

 

HP provided two key deliverables that
helped Telekom Serbia build a service-centric OSS-BSS environment that is
flexible, standards-based and closely aligned with business objectives: a
detailed transformation roadmap with a governance plan and a redesign of
processes and organization for the network operations center (NOC).

 

Telekom Serbia is committed to providing world-class
service to its customers, and HP is a trusted partner in our ongoing effort.
HP’s industry expertise and consulting methodology provided us with an
independent analysis that underpins our strategic OSS-BSS roadmap,” said Milan
Simic, chief information officer, Telekom Serbia.

 

Using a holistic approach, HP examined Telekom Serbia’s
existing environment, including OSS-BSS architecture, processes, technologies
and organization. Then, after evaluating the company’s business objectives, HP
delivered a transformation roadmap that identified 30 initiatives and
highlighted four of the most important.

 

Throughout the consulting engagement, HP Solutions
Consulting Services applied its expertise in transformation management,
operational excellence, and strategic and financial advisory. HP used HP
COSMOS, a framework that provides a representation of interrelationships and
interdependencies at all business levels. HP COSMOS incorporates industry
standards and combines them with HP experience and best practices to streamline
business integration.

 

Telekom Serbia can achieve efficient operations and a
better customer experience with the service-centric OSS-BSS blueprint provided
by HP. Our holistic approach helps operators transform all aspects of their
business consistently, while minimizing disruptions,” said Teresa Schlegelmann,
worldwide managing principal, Solutions Consulting Services, HP Enterprise
Services.

 

By telecomlead.com Team
editor@telecomlead.com