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About the client:
The client is a global CPAAS (Communications Platform-as-a-Service) provider that enables businesses to send text messages to a large number of customers for their business and personal needs. The client provides production support for a CPAAS platform, enabling trillion dollar transactions, and hosting 500 + enterprise customers and 15K telcos.
Business Needs
- Create a comprehensive view of partners and service providers for enabling business decisions
- Understanding complex and dynamic messaging environment across the globe through multiple operators and partners
- Meeting high expectations and confidence of functional managers
- Overcoming the previous history of poor service quality integrating services across suppliers
- Streamlining peak and holiday season operations, which were not optimized due to lack of integration between suppliers
- Mitigating the penalties and financial losses due to service outages
- Remediating inconsistent customer experience caused due to messages delays or loss
- Optimizing operational efficiencies that require multiple dependencies to resolve a ticket
- Engaging multiple stakeholders globally to appraise of progress, seek necessary attention, and mitigate risks
Solution
- Adopting a platform-centric approach to multi supplier operations
- Definition of a robust operating model
- Using Always on architecture principles to address service design to improve and deploy new services
- Clear documentation of responsibilities across suppliers
- Continuous training and hands on experience provided to acquire knowledge
- Strong monitoring of KPIs for IT service levels, mapping to Business Process Level agreements
- High quality metrics / volumetric reports created and automated
- Integration of data from multiple suppliers to the centralized delivery platform
- Frequent and structured collaboration with tier-three vendors, AppDev team and SMEs
- Rigorous follow up for closure of issues across suppliers and product vendors
- Strong Mindtree management support and involvement to stabilize operations
- Focus on automating most operational tasks across suppliers
- Addressing issues in quick time, and having strategic and backup plans to run the operations continuously
Benefits
- Scalable business operations, through faster onboarding of service providers, enabling integration of more than a thousand telco service providers across the globe
- Unified view of services to the business – integrating data from suppliers, hence increasing the observability of overall services
- 25% reduction in major incidents through better collaboration between suppliers and technology services, hence reducing the business impact
- Integrated use cases across suppliers for automation and left shift, reducing the number of tickets
- Enabling thorough automation through the integration of use cases across suppliers, and subsequent shift left
- Real-time response to issues through centralized decision support system, integrating multiple supplier environments
- Centralized analytics and single pane of glass view
- Unified monitoring of supplier’s KPIs, and ensuring alignment of technology services to business services
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