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How Communication Service Providers make Progress Software for Improving customer service and reducing cost

Submitted by ProgressSoftware on Sun, 2012-01-08 10:35

It was the kind of success that would have most communication services companies breaking the seals on bottles of champagne: revenues were growing too fast. This multi-billion dollar Internet service provider (ISP) doubled turnover between 2005 and 2009. By then, the firm’s monthly requests for content delivery had reached more than two billion calls and 14 trillion requests. This traffic made it one of the largest IP transit networks in Europe and North America.


It had achieved this stunning growth by acquiring eight companies during these five years. By the end of this buying spree, the company was uniquely positioned to offer enterprise, government, wholesale, content and web-based customers an impressive portfolio of advanced end-to-end data, video and voice solutions.



The firm had no plans to stop growing, so it needed a strategy to contain costs as it expanded its services portfolio and moved into new markets. Furthermore, it was essential to maintain customer loyalty, drive increased customer spend, and provide bulletproof customer service. Standing in the way of these objectives, however, was the compounding complexity of its IT systems, a result of the acquisition of these eight companies, each with its own sophisticated IT operations. Standardization of these systems would underpin its strategy to improve customer service while simultaneously reducing costs. 


This company chose the Progress Communications Order Management (COM) Solution to standardize customer service protocols. Progress COM provided a common platform to manage its disparate systems –giving managers greater visibility into operations and the capability to respond to service issues faster. It all translates into greatly reduced fallout, order delivery delays, and operational costs.


The Challenge


This communications services provider’s rapid growth through expansion and acquisition validated its strategy to provide a varied and attractive portfolio of communications services. But with rapid growth came enormous operational complexity. And the service gaps created by multiple order, provisioning, and billing systems resulted in a host of negative consequences. Customer satisfaction was uneven, operational costs were high, and a patchwork series of solutions intended to tame these problems only made things worse.


It was in sore need of a business process management (BPM) solution running on a stable, integrated infrastructure. The company had worked with other vendors in earlier attempts to implement BPM solutions and came away knowing two things: it still needed a BPM solution, and it needed a partner that could do it right. It chose Progress® Savvion® because it met both IT and business requirements for scalability, robustness, reliability, and ease of use.


A Flexile, Scalable End-to-End Process


The company’s integration initiative had the overall goal of defining a flexible and scalable end-to-end solution on a common, process-centric platform. As part of that initiative, it sought a comprehensive end-to-end order management solution to lower operational expenses and deliver better support for growth and new products. The firm deployed BPM from Progress on its SOA in order to create an integrated infrastructure that enables greater operational responsiveness and better alignment between business and IT.


Progress Software
Progress Software Corporation (NASDAQ: PRGS) is a global software company that enables enterprises to be operationally responsive to changing conditions and customer interactions as they occur—to capitalize on new opportunities, drive greater efficiencies and reduce risk. The company offers a comprehensive portfolio of best-in-class enterprise software spanning business process management, event-driven visibility and real-time response, open integration,data access and integration, and application development and deployment—all supporting on-premises and SaaS/Cloud deployments. Progress maximizes the benefits of operational responsiveness while minimizing IT complexity and total cost of ownership. Progress can be reached at or +1-781-280-4000.
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