Data networks don’t grow on trees
Global ICT service providers are often asked to connect several sites of a customer with a data network. This can be a challenging task for a service provider who cannot build upon his own network infrastructure. A solution to this challenge is to contact Swisscom Wholesale, a Swisscom business offering Carrier Data Services. These services are the key building blocks for deployment of local, regional or global interconnected data networks. The manual process to request, order and manage them however remains complex. Open Web Technology was commissioned to change this situation by optimizing and digitalizing the process and bringing digital business to an industry that is so vital for our infrastructure in Switzerland.
Manage everything from one portal
Together with Swisscom Wholesale, we built a portal that covers the entire customer journey, from product configuration to billing. It allows the service provider to configure a product according to his needs, be it for flexible Ethernet connections or dedicated point-to-point data transmissions. The service provider furthermore benefits from a highly transparent offering and ordering process. Within the latter he can use a chat to interact with the Wholesale team to complete requests and prepare for installation. Thanks to this close form of communication and further status updates, he can easily monitor the installation and construction process. The service provider can also use the portal as a trusted environment to manage the Data Services after their installation. Use cases covered are incident handling, contact management and scanning of invoices and other billing information.
“The portal allows our customers to assess service availabilities independently, 24/7 and in real time. It also allows to manage offers and orders for Data Services. Thanks to not having any media breaks from request to order, we can execute our data customer business more easily, shorten the time to deal completion and create transparency along the entire service delivery chain.”
Hanspeter Etter, Head Customer Service Wholesale, Swisscom (Schweiz) AG
- Applying a user-centered approach to challenge existing business processes and legacy systems
- Exploring new ideas, concepts and solutions through workshops, prototyping and active engagement with Swisscom Wholesale and service providers
- Using agile refinement and planning meetings to define and prioritize increments, epics and user stories
- Implementing individual, but cooperative applications to remain responsive to future changes
- Performing human-driven and automated testing to efficiently validate the increments
- Continuously deploying validated increments for fast go-to-market
List pages to get an overview
Dedicated list pages for requests, offers, orders and the commercial inventory allow service providers to get a quick overview of their business. Search, sorting and filtering inspire further discovery.
Configuration pages to express needs
Service providers using the portal have thousands of different configurations at hand but are never overwhelmed with too much information. Reasons are that the complex configuration process is broken into smaller, clearer steps, and that service providers can save and manage their favorite configurations.
Detail pages to manage the process
Service providers can manage the transparent ordering process from end to end, without any media breaks or bigger efforts, but always with full cost control.
Individual, but cooperative applications
Global ICT service providers using the portal