tSM

Several systems replaced by one complex system

The implemented TSM system includes all support for all provided Telco services

Nordic Telecom a.s. got rid of unnecessary paperwork and made communication with customers more efficient

About the client

Nordic Telecom is a Czech telecommunications service provider that serves over 100,000 customers, to whom it provides telecommunications services in the 3.7 GHz band (5G-ready technology), services on an optical network, and high-quality WiFi technology.

Cetin offers a fixed xDSL Internet connection through the company's access network, and through partner networks it also functions as a full-fledged virtual mobile operator.

Assignment

The client requested the implementation of a complex system to support company processes and the subsequent gradual migration of all provided services to this unified environment.

Period of implementation

January 2020 - present
Client Name

Nordic telecom s.r.o.
Service
tSM

How was the 1st stage

Project phases are usually identical.

Feasibility Study

We performed an evaluation analysis whether the implementation of tSM is technically feasible and suitable.

Detail design

After the approval of the offer, we worked out the detailed form of the product for the 1st phase of implementation

Implementation

Implementation of the tSM system including its customizations for 5G Internet, IP TV and DSL services.

Finalization

At the end of this stage, the above services were migrated to the prepared tSM

Outputs and results

What changed and what were the impacts of the changes brought about by Phase 1 of the tSM implementation.

"Datalite provided our team with a great CRM solution implemented on the Kubernetes platform, using Docker container virtualization and the open-source Camunda workflow engine for process automation.

In addition, thanks to integrations with other systems (ERP, ordering website, selfcare, provisioning and others), we are able to process data more efficiently and create a better customer experience."

Kateřina Alföldi

IT Development Manager

Nordic Telecom s.r.o.

One System

All services provided are in one system. Most customer requests are implemented automatically through the tSM system.

Automated communication

Communication with customers is automated, provided by tSM via e-mails and SMS messages. Most customer requests do not require any action by the client's employees.

Management of technicians

The Workforce module supports the planning of the work of technicians, including the planning of transit times and distances.

CRM

CRM records of customers, contact persons and addresses, which is also connected to the central register of addresses.

"Thanks to automation, we were also able to afford something that is definitely not standard in the telco world, that, for example, we are able to handle the transfer of a service to another owner only digitally without the need for a personal visit to the contact point.

Thanks to the new functions, we were able to get rid of unnecessary paperwork and make communication with customers more efficient. Cooperation with partners from Datalite was and is at a professional and friendly level, and we always found solutions for our requirements through joint discussions."

Dita Brožová

Customer Process Manager

Nordic Telecom s.r.o.