Solutions

Gain Real-Time Insight into Core Telecom Processes

In response to shrinking profit margins, costly service disruptions and hair-trigger customers willing to abandon providers — and loyalties — at a moment's notice, telecom firms have exhausted significant financial and personnel resources in recent years on tools that monitor the availability and performance of the network infrastructure.

And while these tools do monitor the network for IT incidents, information gleaned from this narrowed slice of insight has not consistently translated into improved business services performance or a higher quality end-user experience for many telecom firms.

Systar BAM for Telecom

Systar Business Activity Monitoring (BAM) enables telecom firms to go beyond simply monitoring network and IT infrastructure processes, instead delivering a clear, 360-degree view of how incidents affect the health of critical business services that must seamlessly flow together.

Through its experience working with leading global telecom firms to address their most critical business challenges, Systar possesses unmatched insight into industry pain points — and most importantly how BAM can help solve them. Systar BAM enables organizations to improve operational efficiency and service quality through unprecedented real-time insight into core telecom business processes, including:

• Order fulfillment
• Service activation
• Revenue assurance
• Supplier and partner service assurance

Systar BAM Answers the Call

By gathering information across technology, operational and organizational silos, Systar BAM arms decision makers with the necessary real-time insight to anticipate problems and uncover revenue opportunities. At the same time, Systar's solution delivers a powerful set of operational and customer-facing benefits that allow telecom firms to:

• Reduce the cost of monitoring customer provisioning and other core processes
• Reduce the cost for producing reports
• Reduce the number of help desk calls

• Increase billing volume
• Attract new customers
• Reduce customer churn, improve loyalty and satisfaction

• Predict, detect and address incidents before services are impacted
• Save time in clean-up tasks and reporting
• Gain agility to make process modifications on the fly

BAM and Order Provisioning

Order handling is an example of a critical telecom process that benefits from Systar BAM's real-time actionable insights. A provider that lacks end-to-end visibility into the interconnected provisioning processes — equipment delivery, multiple internal and external service activations, billing declaration etc. — risks loss of revenue, inflated customer service costs and operational inefficiencies.

Instead of conducting post-mortems on incidents impacting the order handling process — when it is often too late to take corrective action — Systar BAM enables managers to take control of the overall service delivery process with real-time answers to key provisioning questions, including:

• How many orders have been delivered on time?
• What is the average process duration?
• How much are we losing due to delivery delay?
• Which orders are at risk and why?
• Which orders require manual processing and what is our current resource level?
• Are their abnormal queues in any process steps?
• How many orders are at risk and what is the business impact?

Systar BAM enables telecom service providers to detect even subtle variations in normal provisioning process behavior that indicates an impending incident — in turn allowing preventive action to be taken. By eliminating delayed results that can eat away at billing revenues, negatively impact customer satisfaction and depress customer retention, Systar BAM converts the order handling process from a business liability into a cost-effective and profitable business process.