Maximizing revenue and operational efficiencies
for optimum enterprise success.
Business Obstacle
LighTrade activation of customer facing services in 1st Quarter 2001, required the deployment of an online web application that would: (1) allow customers to submit and manage the on demand provisioning of work orders for physical fiber connections and switch matrix cross connections, (2) deliver circuit level (STS1) Quality of Service (QoS) metrics on demand to tier 1 global telecommunications carriers.
Business process documentation and web development was estimated to take four to six months and cost over $500,000. An interim innovative nimble solution to support the business was urgently required.
Skills Utilized:
Network Management
Business Process Engineering
Customer Relationship Management
New Technology Logistics, Software Solutions
Develop and Evolve Products and Services
Budget Management, Financial Acumen
Program/Project Management
Team Building and Leadership
Sonet, Optical, OSS Networks, QoS, SLA's
Resolution Accomplished
Action Implemented:
Assembled core team of LighTrade subject matter experts and drafted high level customer expectations and basic switch provisioning processes. Identified web development contractor skilled in HTML, Access and SQL database construction to code initial web application. Integrated provisioning processes with LighTrade Network Management environment to insure seamless customer experience. Expedited a simplistic high level business process flowchart and customer experience concept.
Results Obtained:
Created LighTradeonline.com for under $25,000. This application was utilized by LighTrade from March of 2001 until February of 2002. In addition to being "the" sole online customer relationship management tool, it also functioned as a test bed for a more robust system design.
Potential Operational Expense Delay/Avoidance - $475,000
* Ultimate value was the immediate support of customer demand and the solidification of customer relationship management processes, both internally and externally. Solving the business problem with a cost effective, scalable, technology appropriate application.