Streamlining Order Management
A Case Study in Digital Transformation
Introduction
In this case study, we explore the successful digital transformation journey undertaken by Bell Canada in collaboration with Product Evolve. Focusing on the optimization of the order management process, we highlight the utilisation of the eTOM (enhanced Telecom Operations Map) framework and the transformative outcomes achieved.
Digital Products
Bell Canada and Product Evolve collaborated to enhance various digital products related to order management:
Bell.ca Shopping
The Bell.ca shopping platform was revamped to provide customers with an improved and streamlined shopping experience, simplifying the ordering process for a wide range of products and services.
IRIS for Bell Canada's Retail Stores
Product Evolve implemented IRIS, a digital solution for Bell Canada’s retail stores, to facilitate efficient order management, inventory control, and customer service.
Order Management for Contact Centers
The order management system for Bell Canada’s contact centres was modernised to enhance the efficiency and accuracy of order processing, ensuring a seamless experience for customers.
Responsibilities
Product Evolve undertook various responsibilities to optimise the order management process and drive digital excellence:
eTOM Framework Adoption
Product Evolve utilised the eTOM framework, a comprehensive telecom operations map, to analyse and redesign the order management framework.
This involved mapping the existing processes, identifying gaps, and leveraging industry best practices to optimise the end-to-end order flow.
Check-Out Modernization for Bell.ca
Product Evolve led the modernization efforts for the check-out process on Bell.ca, ensuring a smooth and user-friendly experience for customers during the ordering and payment stages.
Shopping Experience for Samsung Devices
A new shopping experience for Samsung devices was launched on Bell.ca, providing customers with a tailored and seamless ordering process specific to Samsung products.
Multichannel New Rate Plans
Product Evolve delivered multi-channel capabilities for introducing new rate plans, enabling customers to explore and select the best plans across various channels, including online and mobile.
Cross-Sell Promotions for Mobility Customers
Cross-sell promotions were introduced to the order management process, allowing mobility customers to easily discover and add additional services or products to their orders.
JAD Sessions and Requirement Documentation
Product Evolve conducted Joint Application Design (JAD) sessions to gather requirements and collaborated with stakeholders to document epics and user stories, ensuring clear communication and alignment throughout the development process.
Stakeholder Engagement and Reporting
Product Evolve engaged with business sponsors, senior management, and stakeholders to provide regular updates on ongoing initiatives, seeking feedback and obtaining sign-off on documented requirements.
Results
The collaboration between Bell Canada and Product Evolve in optimizing the order management process yielded remarkable outcomes:
Enhanced Efficiency and Customer Experience
The streamlined order management framework resulted in improved operational efficiency, reducing redundancies, and errors. Customers benefited from a seamless ordering experience, with faster processing times and fewer delays.
Standardised Processes and Data Mapping
By aligning with the eTOM framework, Bell Canada achieved standardised processes for order management, ensuring consistency and reducing complexity. Product Evolve also carried out data mapping for APIs, enabling efficient data exchange between systems.
Increased Revenue through Cross-Sell Promotions
The introduction of cross-sell promotions within the order management process enabled Bell Canada to generate additional revenue by offering customers relevant and personalised product recommendations.
Stakeholder Satisfaction and Engagement
Through effective communication, regular reporting, and stakeholder involvement, Product Evolve ensured that business sponsors and senior management were engaged and aligned with the ongoing initiatives, leading to increased satisfaction and support.
Conclusion
The successful collaboration between Bell Canada and Product Evolve in optimising the order management process exemplifies the power of digital transformation and the adoption of industry best practices. Leveraging the eTOM framework, Product Evolve streamlined operations, standardised processes, and enhanced the customer experience, resulting in increased efficiency, revenue growth, and stakeholder satisfaction. This case study highlights Product Evolve’s expertise in leveraging frameworks and methodologies to drive digital excellence and deliver transformative solutions for their clients.