Telenor

Telenor Denmark uses Ontology to align and unify data across Telenor Denmark’s BSS/OSS Infrastructure.

Situation

Telenor Denmark, the European telecommunications and internet service provider, chose Ontology to align and present customer, service, network and infrastructure data from 9 existing OSS and Network systems. Telenor operates complex, interdependent transmission, mobile and IP networks, which require frequent and regular network equipment maintenance. Before any maintenance activities can be performed Telenor needs to understand the potential customer impact associated with physical or logical changes. Prior to implementing Ontology, a large team of planning and customer service staff exhaustively analyzed each change by interrogating multiple interfaces across 9 NMSs, CRM and other OSS systems to understand which customer services would be affected by the changes before notifying the customer of the planned maintenance. In difficult cases, this process could take over a week to complete.

Solution

Using Ontology, Telenor's Customer Notification System (CNS) project aligned the data in four underlying NMSs, with data in the CRM, IP/MPLS activation and Mobile Site Lifecycle Management systems. The resulting fully integrated service view provides Telenor Denmark with better control and understanding of Network Change Management, enabling industry-leading enterprise service management and customer notification capabilities.

Benefits

Ontology has completely automated the process, providing immediacy, reliability, and repeatability.

Accurately answers customer impact and notification queries in a matter of seconds.

The implementation was completed in just 18 weeks.

Read how Telenor has enhanced the experience of its business customers.