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TELUS Mobility
Project Fusion
Overview
Integrate TELUS Mobility's four Client Care & Billing systems into
one consolidated platform
Objectives
- Quicker, more efficient speed to market
- Enables scaled, national, efficient business processes for all
2500 frontline team members in 6 call centres
- Flexible, more efficient client operations
- Reduced IT costs
- Capitalize on merger synergies through rapid rollout of all phases
of the project:
- BC Tel Cellular billing - June 2001
- Clearnet PCS billing - October 2001
- Quebectel Cellular & Paging - February 2002
- Sun Port (Platform & data centre move) - June 2002
- Clearnet Mike - October 2002
- BC Paging - August 2003
Summary Description
The merger of TELUS Mobility, BCTEL Mobility, Quebectel Mobility
and Clearnet brought together four very different companies, each
with its own products and service, business processes and a multitude
of supporting systems. Billing integration was key to TELUS Mobility
going to market as a single, united wireless operation with one suite
of products and services, one set of business processes supported
by a single, consistent infrastructure.
This project was launched in 6 separate phases over a 2-year period
impacting 3 million clients and 2500 frontline team members. Benefits
from this project include:
- Reduced time to market for the launch of new products and services
- Reduced IT operating costs to support multiple systems
- Increased revenue through improved upselling of features, the
capability to offer limited-time promotions
- Improved client service capability through the reduction of repeat
calls, the capability to view and adjust unbilled calls, to future-date
or back-date changes to a client account
- Reduced bad debt and improved efficiency through a robust collection
management capability that allowed TELUS Mobility to take on more
risk with same exposure.
- Reduced Client Operations costs due to reduction in PCS Call-in
Activations (increased use of web activations and Channel activations)
- Reduced client churn due to improved client satisfaction and
rate plan optimization
Innovative Use of Technology
The key objective was to streamline business processes by re-aligning
existing technology architectures around a new enterprise-wide customer
care and billing system. This integrated system forms the technical
"heart" of TELUS Mobility's operations and drives all aspects of the
management of wireless services including:
- Order Provisioning and Phone Activation
- Client Care and Billing
- External Dealer Commissioning
The major challenge was to convert client data and to remove the
existing core systems in each of TELUS' merged/acquired companies
(BC Mobility, QuebecTel Mobility and Clearnet). Each conversion was
executed via a "flash-cut". Overnight, data was extracted and converted
to the new core system. Once the core system conversion was completed
many of existing the peripheral business support applications were
interfaced to the new core through the use of application program
interfaces (API's). It was the use of these unique API's which allowed
TELUS to reuse many of its self-developed front-end systems allowing
for the following benefits:
- Maintain its systems development investments
- Retain control over its presentation layer (to both employees
and external clients)
- Reduce the learning curve for internal front-line employees
- Reuse business objects
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