Business objectives

eir was looking to revolutionize their business from a traditional incumbent into a vibrant and customer-centric provider of innovative and flexible services based around bundles of broadband, TV, mobile and fixed services. However, inflexible and siloed IT systems were inhibiting eir’s business strategy, triggering them to seek an IT system that would deliver on the following:

  • Single view of the customer – based on a single integrated end-to-end solution with seamless experience for customers, sales, care and operations. The platform needed to provide CRM, ordering, provisioning, rating, billing and financial reconciliation.
  • Best in class time to market – the ability to quickly and continually adapt to the market – leveraging the flexibility of a highly configurable product catalog.
  • Flexible bundles – multi-play bundles either pre-defined or configurable by customers (“build you own bundle”), leveraging fixed broadband (fibre and copper), VoIP, PSTN, Mobile and IPTV.
  • Address the diverse needs across all business segments starting with the bundling strategy in the customer division, wholesale services such as white labelling and enterprise capabilities for large complex customers.

Fast time to market for new customized bundles to quickly and continually adapt in a changing business environment

eir commenced transformation of their business with significant changes across the business and IT, leveraging the Infonova BSS to offer flexible bundles to its customers, and becoming the first to offer quad-play in the Irish market (launched in 18 months). The quick deployment brought significant business benefits in time and cost savings. This was closely followed by additional services such as voice over IP and IPTV, maintaining eir’s dominance in the changing digital landscape and delivering new levels of customer satisfaction. The bundling strategy for the consumer segment remains at the core the eir business model.  (http://www.eir.ie). 

Today BearingPoint//Beyond’s Infonova BSS platform underpins eir’s consumer division, used on a daily basis in call centres, via the web and mobile channel, as well as for operations, billing, finance and support. The platform provides a single view of the customer and the flexibility for the business to quickly make changes in bundled offerings via product catalog configuration. With all customer information in one system, business efficiency is maximized and customers receive a single bill, backed by an automated end-to-end process with no intervention from eir.  

Through leveraging the Infonova BSS platform, eir remains the dominant multi-play player in Ireland, and the only one with all functionality on a single platform. The company can take further advantage of the BSS’s multi-tenant capabilities, expanding the ecosystem to create wholesale, business and consumer tenants all on one platform.

eir (formerly eircom) is Ireland’s incumbent and largest telecommunications operator, offering fixed line, mobile, television and broadband solutions to homes and businesses all over the country with over 2 million customers across enterprise, wholesale and consumer divisions.

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