A major telecom enterprise in Brunei Darussalam, which serves 80% of the population, sought to enhance customer interaction management and operational efficiency. Bahwan CyberTek implemented Cuecent Cuetrack, a BPM-based solution that automates case handling, integrates with existing systems, and enables improved customer service through systematic workflows and reporting. The solution resulted in significant reductions in turnaround times and operational costs, while enhancing customer satisfaction.

1. PAGE | 1 www.bahwancybertek.com
The Client
One of the largest Telecom enterprises in the Far-East Asia region offers a wide
range of voice and data based communication services in Brunei Darussalam.
The main revenue contributors are Domestic Telephony (34%), Internet and
Multimedia (22%), International (9%), Data Transmission (34%) and Managed
Services (1%). The company is the largest telecom company in Brunei and
comprises almost 80% of the country's population as its customer base.
Challenges
• To manage the customer interaction with in the organization
• To reduce lead time for processing requests and complaints raised by
customers
• To create visibility of the requests and complaints to multiple
stakeholders in the organization
• To assign resources to the cases based on Proximity, Availability and
Competency
• To Integrate with Contact Center systems, Request Management,
Customer Care and Network Infrastructure
The Solution
To address these challenges, Bahwan CyberTek (BCT) deployed Cuecent
CueTrack, a BPMS-based solution which provides support to the customer care
services and enables the service providers to manage the interactions of
Customers with the Organization.
This solution is workflow-driven and manages the Customer Interaction flow
across the various users and departments. Customer interactions can be in the
form of Enquiry, Requests, Complaints, Feedback, etc. Customer can interact
with in the organizations through multiple channels like Web, Mobile, Call
AT A GLANCE
INDUSTRY
Telecom
REGION
Brunei Darussalam
SOLUTION PROVIDED
Cuecent CueTrack
One of the largest Telecom enterprises in the Far–East region
manages Customer Interactions using Cuecent CueTrack
CASE STUDY | Cuecent CueTrack
Key business benefits of the Cuecent
CueTrack include the following:
• Streamline and automate case
handling process by utilizing
individual workflows for differing
departments
• Comprehensive management
reporting to identify areas of
concern or underperforming
departments
• Provide a systematic process of
recording customer interactions
• Log the feedback and interactions
systematically
• Systematic assignment of Cases to
the right workforce based on
proximity, availability and
competency
Business Benefits

2. CASE STUDY | CUECENT CueTrack
PAGE | 2 ©Bahwan CyberTek, 2015. All rights reserved.
Center, IVR, Social Media, etc. Cuecent CueTrack channelizes all the interactions
and provides unified experience.
Cuecent CueTrack has an intelligent workflow that has helped the contact
centre to route tickets to the relevant Departments. The solution also provided
for integration with Jasper reports enabling Just in Time reporting at a
transaction level as well as MIS Reports to understand performance in terms of
various factors such as Customer Satisfaction, Turnaround Time, and Ageing
etc.
Cuecent CueTrack – Solution Framework
Cuecent CueTrack’s Enterprise Model effectively manages the roles,
departments, services and various users of an enterprise. The solution also
comes powered up with Role Based Access Control (RBAC) functionality. This
enables multiple users to connect to the system but provides access only to
information that should be visible to them. The enterprise hierarchy helps in
defining these rules and based on the level of hierarchy a user is mapped to,
only information relevant to the specified level is presented. This is not just
limited to the solution and is permeated to the reports that were built using
Jasper reporting tool and dashboards that was built using ExtJS.
The solution is also integrated with Ameyo Telephony system. Through this
interface, it makes it easy for the contact centre agent to identify the citizen and
provide a more personalized experience. The ability of the solution to integrate
The solution is packed with many
features that enable scalability,
adaptability to process changes in no
time, integration touch points and
reports to mention a few.
An overview of the solution features
are provided as below:
• Scalable Enterprise Hierarchy
• Functionality exposed as services
for users to consume based on
Role privileges
• Configurable Workflow Template
• MIS and Transactional Reports
• Management Dashboards
• Role based access control allowing
for better data security
• Integration with Ameyo
Telephony System
• Configurable SLAs, Rosters and
Schedulers
• Service Requests, Installation and
Complaint Management
Solution Features

3. CASE STUDY | CUECENT CueTrack
PAGE | 3 ©Bahwan CyberTek, 2015. All rights reserved.
with multiple external systems has also proved helpful in increasing customer
satisfaction and streamlining of operations.
Cuecent CueTrack offers an efficient SLA Management wherein the SLAs can be
defined based on the service category, priority and severity raised that leads to
the timely resolution of the complaints thereby improves the credibility and
satisfaction that the customer has on the concerned departments.
Value Proposition
BCT’s Cuecent CueTrack system helped the telecom company to achieve the
following:
• Customer Interaction Cost
o Reduced footfalls at Branches – 25 % reduction in Footfall
• Vendor Billing for Pre Installation Service
o Automation enablement saved 5% of Contractor Charges
• Turnaround Time
o Reduced from 8 days to 3 days for Faults
o Reduced from 15 days to 5 days for Service Installations
• Productivity Improvement of Field Workforce and CSR (20%)
ABOUT BAHWAN CYBERTEK
Bahwan CyberTek (BCT), established in 1999, is a global provider of innovative software products and services. A CMMi Level-5 Ver 1.3
organization, with 550+ customers and 2000+ professionals, BCT excels in Product Development, Middleware and Integration, Business
Process Management, Systems Integration, Business Intelligence, BPO, SAP Consulting Services, Independent Testing, Training, Consulting
and Infrastructure Management. BCT’s technology product - the Cuecent Suite - comprises leading edge BPM/SOA/ESB and enterprise
business solutions National Payment Systems, Business Licensing, Utility Bill Payments etc. Our focus verticals include Oil & Gas, Power,
Banking and Government. BCT enjoys the highest level of partnership with Oracle, Microsoft, SAP, IBM, FRS Global etc. BCT has delivered
solutions in twenty countries across North America, Middle East, Far East, Africa and Asia.
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