Ontology enables continuous tracking of critical OSS and BSS systems for customer data auditing to improve service and revenue assurance.

Situation

Internet Solutions (IS) is the leading provider of integrated business communication solutions in South Africa. IS sells IP/MPLS private networks, VoIP, broadband and managed technology services including cloud computing applications, security, storage, and backup services.

As part of its ITIL transformation, IS was investigating ways of keeping enterprise customer service and infrastructure data accurate and aligned across the OSS infrastructure.  The consequences of misalignment cause revenue leakage,  degrade service management capability and often result in customer and service affecting errors which are just too important issues to ignore.  IS were undertaking a single complex customer audit which was taking weeks to manually perform, so IS we were looking for a faster result.  As traditional approaches were evaluated, it was revealed that the dynamic nature of the IS network, services, and customer configurations required those solutions to be continuously modified and updated, resulting in significant cost and delay.

Solution

Ontology was deployed aligning data in five key OSS and BSS systems - CRM, Network Discovery, Circuit Inventory, IP Services Inventory and Data Centre Service Inventory - to provide an accurate picture of what services are being delivered to each and every enterprise customer.  The Ontology solution has been hailed by Internet Solutions as not just an astonishing breakthrough in customer and service management, but a major competitive advantage for Internet Solutions to determine cross-OSS and BSS data errors for correction and continuous monitoring of Data Alignment, Service Management and Revenue Leakage.

Benefits

• Automation a pre-existing manual Data Integrity and Data Alignment project to correct and continuously monitor critical OSS and BSS systems aligning thousands of complex enterprise customers.
• An accurate picture of what services are being delivered to each and every enterprise customer.
• Deployed in just over a month to align data in five key OSS and BSS systems - CRM, Network Discovery, Circuit Inventory, IP Services Inventory and Data Centre Service Inventory.

Read Press Release: Internet Solutions expand use of Ontology

Read Press Release: Ontology Selected by Internet Solutions

Next steps

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