Next-Generation Order Management: Elevating Data Center Services for a Leading Telco

BUSINESS CHALLENGE

A leading telecommunications provider faced with inefficiencies and high operational costs in its order and workforce management processes for data center services due to outdated legacy systems. Key issues included:

• Manual product management across multiple scenarios due to undefined workflows, leading to inefficiencies and increased operational burden.
• An overly complex product catalog with 16,000 product offers, causing significant redundancy and complicated service delivery.
• Limitations of the existing workforce management system, preventing it from adapting to new business requirements.
• Inability to sell data center services through the marketplace channel due to system-level performance issues.
• Fragmented workflows and delays caused by field teams relying on separate applications for trouble and order management.

HOW WE HELPED

DefineX executed a structured and tailored transformation plan to modernize the order management system, enabling a seamless transition from legacy applications to a modern, flexible architecture aligned with the latest Telco frameworks. Key actions included:

• Implemented TM Forum global standards, including eTOM for process optimization, SID-based data modeling for structured data standardization, and a pattern-based approach to simplify and optimize the complex product catalog.
• Developed a modern Pricing Engine to streamline pricing strategies and drive optimization.
• Enabled business agility by rearchitecting 200+ order management processes using a centralized BPMN tool and modular workflows.
• Delivered a high-performance single-page web application, providing users with an intuitive, streamlined experience.
• Designed and deployed the Operate Manager module for fast and efficient operational tracking of order processes.
• Established a scalable, cost-effective,  cloud-native architecture, supporting future business agility.

RESULTS ACHIEVED

By implementing a cloud-native, scalable solution, our client achieved faster service delivery, streamlined processes, and increased agility in managing orders.

98% reduction in catalog complexity, consolidating product offers from 16,000 to 389.

Eliminated manual tracking of 600+ sub-processes through full system-based monitoring, increasing transparency and reducing operational overhead.

Seamless marketplace integration, enabling successful launch of data center services and targeted marketing campaigns to attract new customers.