Telecom operators offer numerous mobile-service products, and business departments frequently propose change requests in response to market demand. However, coordination, validation, and configuration during the change process are inefficient. Business operations also involve many IT O&M tasks, such as data extraction, routine statistics, and defect handling. These tasks are diverse, repetitive, and technically straightforward, yet highly inefficient. How can response speed and processing accuracy be improved effectively?
01 Business Story
Scenario 1: Supporting Marketing Campaigns
During key periods such as school openings and statutory holidays, the marketing department of a telecom operator often needs to launch or update mobile service offerings, including promotional packages for monthly subscriptions, data, and broadband services, to remain competitive. Marketing activity is frequent, with more than 100 change requests per month and even higher volumes during peak marketing seasons.
Each change request is submitted by the marketing department to the Business Management Office under the Information Technology Division. The Business Management Office then translates the requirements and assigns them to a third-party maintenance vendor for configuration. This process is primarily carried out offline by Excel templates and scripts, which is not only inefficient but also incur high risk of errors. Even a delay of 1–2 days compared to competitors can significantly impact business performance, which has been a pain point for IT department leaders for a long term.
Scenario 2: Supporting Frontline Issue Resolution
In the course of business operations, there are numerous user complaints and service anomalies require handling, such as billing or package cancellation problems. Tens of thousands of work orders need to be processed annually. These operation issues are handled and coordinated by frontline business staff across various local branches.
However, frontline staff do not have access to the backend system and cannot resolve issues directly. They typically rely on backend technical personnel to perform tasks such as data extraction, regular statistics, and script execution. This high volume of repetitive work not only consumes significant backend operation manpower, but also leads to inefficient resolution processes, which directly impact customer satisfaction and ultimately decrease the business’s market competitiveness.
02 Analysis of IT O&M Pain Points
Pain Points 1:
Business departments frequently submit change requests for mobile service products. Based on historical data, more than 8,000 products require configuration each year.The configuration process for each set entails heavy and highly repetitive workload. Over 100 configuration orders are processed monthly, with volumes surging during marketing seasons, and each configuration task takes approximately 0.5 to 1 day. Additionally, the process is further hampered by outdated templates, lack of unified standards, repetitive inspection, and manual validation, leading to inefficiency and a high risk of errors.
Pain Points 2:
Operation requirements for business such as government and enterprise services, home broadband, and invoice management are processed through work order submissions, including data extraction, regular statistics, and defect handling. The annual volume of such work orders exceeds tens of thousands. Addressing these operation issues take up approximately 30% of the operation staff's working time. Moreover, these tasks are highly repetitive and require low technical expertise, resulting in a substantial workload yet limited practical results.
Intense market competition has raised requirements for agility and customer experience, exacerbating IT O&M pain points significantly.
03 Solutions
1 From Reactive IT O&M to Proactive Operations: Building a Service Platform for Full IT-Business Collaboration
The operator introduced the CanWay BlueWhale IT Service Management Center (hereinafter referred to as ITSM), to address these issues and pain points accurately and efficiently through an agile, user-friendly, and automated IT service management system.
2 Developing Scenario-based Automated Product Processes to Improve theResponse Efficiency of Business Demand
Eight product/service processes were established, covering monthly subscriptions, promotional campaigns, data packages, events, billing services, broadband services, intelligent networking, and tariff schemes. In accordance with business requirements, ITSM enables the convenient configuration of adaptive process forms, conducts verification based on field rules, sets process approval and processing nodes as required, further generates product and service templates, and finally synchronizes them automatically to the production system to complete the configuration of corresponding products and services, thus meeting business demands.
Furthermore, building upon these eight processes, ITSM integrated them into a unified workflow. All requests are submitted through a platform (BOMC), further achieving automated process management.
3 Frontline Self-Service Tools to Enhance Operation Resolution Efficiency
A self-service tool for the frontline has been constructed. With the support of ITSM, business managers can directly initiate automatic work order submission for operation issues, and these tickets are then intelligently assigned through an automated engine.
04 Scenario Values and Results
The implementation of the product process has support the automation for 76% of BOMC work orders related to product configuration. The tasks of frontline issue resolution, product service delivery, business configuration management, and IT O&M data reporting can now be completed within two hours, reducing the time by approximately 75% compared to manual methods. This shift also mitigates the risk of error inherent in manual configuration.
Currently, over 100 frontline tool-based processes have been put into operation, all built and deployed independently by the operator’s maintenance teams. The handling cycle for related issues has been shortened from 2–5 days to less than one hour by BOMC work order model, significantly boosting frontline efficiency. This year, the operator will further expand the scope of these tools application.
05 Scenario Applicability
CanWay BlueWhale ITSM meets core requirements such as agile response, process standardization, system connectivity, and automated operations. It is suitable for enterprises and public institutions in which business users frequently submit service requests, such as business-data extraction and system maintenance in the financial sector.
