Driving shared services across a single platform.
Business Challenge
The business was operating in silos across multiple countries, without proper standard operating processes, using a variety of non-integrated systems and manual management direct operations. This resulted in a challenging reality of poor operational controls, costly field services, high level of service breach, poor maintenance execution resulting in high asset replacement costs and inconsistent and poor visibility of operations reporting for management decision making.
75%
70%
35%
Industry:
Telecommunications, TowerCo, MNO
Location:
Africa
People:
1000+ Employees
Business Challenge
Fragmented systems have resulted in a lack of visibility into enterprise assets. These assets are critical to service availability and ensuring contracted uptime service assurance.
How we solved it
Quintica Q-OSS is built to run on ServiceNow and delivers specific value through out of the box processes such as Trouble Ticketing, Site Access Management, Planned and Preventative Maintenance that add immediate value to telecoms business
Technology Enablers
The Solution
Our solution focused on the transformation of process, people and technology. The business leadership team invested in a total transformation of their standard operating model. First aligning common policies in a way they could deal with the complexity of different operating country realities and then implementing a shared services technology model that helped to “systemize” the new way of working.
Quintica’s knowledge of the TowerCo business allowed them to quickly add value in our technology transformation journey. Their ability to narrow on the key business challenges and process optimisation opportunities was critical to our success.
Business, process and workforce transformation
- Design and implementation of standard operating models across operations.
- Design and implementation of common operating processes and SOP’s.
- Assessment of individual engineers’ skills, development and delivery of individualized training to deliver value and drive adoption.
Implementation of operational efficiency
- Elimination of field site visit duplication by “activity grouping” into single work orders;
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Automation of the correct first-time dispatch of work orders from the operations centre to the field engineering team mobile devices
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Reduction of health and safety risk associated with excessive road travel