Improving the scalability of the telecommunications offer of a regional utilities provider

Challenge:
1. Parallel operation of the telecommunications business on its own platforms as well as those of a wholesale partner
2. High complexity due to different processes and platforms of existing partners and newly acquired ones

Idea:
1. Transfer existing customers to the newly implemented platforms and processes
2. Reduce complexity, especially in customer service areas

Objectives:
1. All existing customers served by the outgoing wholesale partner were to be transferred to ISP, VoIP, and wholesale products of the new partners or partnered companies
2. Master data, products, services, and billing were to be taken over and managed through a new BSS system
3. Minimize customer support needs through transparent end-customer communication and a hardware replacement campaign

Solution:
1. A phased plan that minimized risks and resource needs was defined for the complete transfer of existing customers
2. Master data, products, and billing data, connections and Internet services, VoIP services, and TV services of existing customers were successively migrated to the infrastructure that had already been put into operation for newly acquired customers
3. In addition to the technical analysis, the migration was accompanied by the creation of a communication concept and operational management of the support and the partner companies involved