The document discusses the implementation of BPM (Business Process Management) to enhance Qvantel's BSS (Business Support Systems) platform, which aims to improve efficiency in lead-to-order and order-to-cash business processes. Key improvements include reduced time to market for new services, lower human error rates, and an enhanced customer experience through a customer-centric approach. Two case studies exemplify the transformation of a digital directory/marketing company and a communication service provider using scalable BPM architecture.

1. Using BPM to Implement Services

2. About Qvantel
• “BSS platform-in-the-cloud” vendor
 Focus on: Lead to Order, Order to Cash to Care business processes
• BPM/SOA Consulting Services
• Clients
 Communication Service Providers, Digital Marketing Companies.
• HQ in Finland, with R&D in Finland, India
• 200+ employees

3. Legacy BSS Architecture Had Limitations
User interface layer  Difficulty launching new
3rd party services
features in time
 Poor adaptability to refine
CRM Credit Agency
Inventory Billing
Logistics
business process &
management system
interfaces
 Lower ROI
 Higher cost of ownership
Data
GL system Dept collection
Warehouse
 Revenue loss due to human
Provisioning
system
Activation
system
Lockbox
errors & delays
 Poor service & visibility
Mediation
system
Printing house
 Siloed approach
Network management layer
Network 

4. New BPM Based Architecture
Customer Revenue Product Task Mgmt Applications Dashboards
Management Management Management
Applications Applications Applications Application Layer
Business
Business Rules
Qvantel Business Operations Platform BPM BPM Activity
Mgmt
Layer Monitoring
Service ESB MDM Services
Production Systems 3rd Party Systems
Layer

5. Highlights of new Architecture
 Time To Market
 New Product/Service launch time (6 months to few days)
 Reduction in human errors /delays
 Reduction in sales turnaround time – 2x improvement
 Reduction in order fallouts (From 15% to < 2%)
 Enhanced Customer Experience
 Moved from Product centric to
Customer centric

6. Why ActiveVOS?
 Industry standards
 Visual Orchestration capability – Reduces “IT Gap”
 Real-time Information on the Performance of Processes
 Easy development – Configure new processes and applications on
the fly, exactly the way business wants. Predictable, on time and
within budget
 Reduced TCO – Implement new processes and applications faster
and cheaper with a highly scalable BPM platform, leveraging
existing IT investment
 No limitations – Build and change processes and applications
without restrictions imposed by existing, proprietary technologies

7. Case Study 1
 Business Transformation: ‘Digital Directory and Marketing Company’

8. Business Pains – Digital Directory/Marketing
!?*#
Business owner only dreams of Customers confused with
getting simple, conflicting interactions from the
easy to understand reports account
Business Owner Customers
Too many silos;
Too many human
Customer Support personnel participants;
confused how to handle a Several process
customer exceptions
Customer care Sales Marketing Manager
DB
Several legacy
Too many silos; Too
systems and
many human
databases; Many
participants; Several
internal & external
process exceptions
integrations
Back Office Project manager Legacy systems 3rd party server

9. Our Approach– Digital directory/Marketing
 Streamlined and automated business processes
 Created scalable enterprise architecture leveraging BPMN/BPEL
engine
 SOAP integration with third party services
 Business rule integration to the business processes
 Implemented work flows for user interactions (claiming, delegating,
approving tasks)
 Automatic notifications and alerts
 Integration with reporting tools

10. Example 1 - Product Management Process

11. Example 2 - Sales process

12. Example 3 - Order process

13. Key Business Benefits using BPM
Real time Analytics
Business Owner
Reduced number
Customer care of cases Faster launch of
new product
Back office, Manager
Improved customer Qvantel enterprise
Customer experience platform
Sales Marketing
DB
Improved up sell / cross
sell
3rd party server
Legacy
Easy Integration
systems

14. Case Study 2
 Greenfield Implementation: ‘Communication Service Provider’

15. Business Pain – Operator Order Management
Order
Customer care
Inventory
BackOffice
Application Entry
Logistics
Provisioning

16. Our Approach – Order Fulfillment
 Scalable SOA/BPM based Order management platform
 Modeled, implemented with BPM standards
 Integrated with mediation, donor/receiver operator, partner &
logistic systems
 Implemented work flows for user interactions (claiming,
delegating, approving tasks)
 Integration with Business Rule engine
 Exception handling through automatic fallback mechanisms

17. Example 1 – Order Fulfillment Process

18. Example 2 – Number Portability Order Process

19. Qvantel’s Integrated Order Management Solution
Order
Inventory
Logistics
Enterprise
Architecture
Provisioning
Application Entry
Customercare

20. Demo
Sales & Order Processes

21. Summary BPM/SOA – Before and After

22. Questions?