AT&T Communications (UK)

AT-TUS market leader AT&T launched a full-service UK subsidiary targeting the European offices of large multi-national corporations. AT&T Communications (UK) installed its own switches, leased transmission capacity and set up its own call centre.

Challenge

  • The AT&T (UK) was launched to support the international offices of large corporate customers. To secure this business, they needed to demonstrate robust customer management and billing capability by the end of the first quarter.
  • The AT&T (UK) business support systems were based on application sourced and supported from separate US based AT&T (UK) systems groups and were not integrated.
  • AT&T (UK) needed a common support model for delivery and support.
  • We were asked to provide a managed solution to integrate these various streams of work aligning dependencies and mitigating risks to ensure successful delivery on a very tight time schedule.

Project Scope

  • Our first assignment was to work with the system groups to accept and integrate the Customer Care, Billing and Mediation systems for the VPN product.
  • Product development and implementation was supported for Calling Card, Centrex, Data Services and Audio/ Video Conferencing.
  • Managed the delivery service after launch, supporting all additional releases as well as the ongoing introduction of new systems including service order management.
  • We provided a managed support service for four years defining operational processes then implementing these processes.
  • Provided production support for all applications supporting sales, customer care, order management and billing processes.

Business Benefits

  • Delivered a ten-fold return on investment enabling launch of AT&T (UK)'s beta customer, securing new business and avoiding costly penalty clauses.
  • Established a common support model for delivery and operations. Managed the acceptance and integration for two years and supported operations for four years.
  • Coordinated multiple suppliers into a coherent delivery program, integrated with business operations. Billing & collection processes exceeded SLA's continuously for 36 months.
  • Installed the first revenue assurance procedures and reduced bill cycles by a remarkable 500%. This improved the overall cash flow position of the company by 20%.