Simplifies its operations through its award winning Open Smartflex implementation
Cablevisión is the lead cable television company in Argentina, and one of the largest in Latin America. They offer television, internet, and telephone services to over 1.5 million homes and provide a total of 6 million services throughout Argentina and Uruguay.
Cablevisión needed to reduce their time-to-market when creating new plans and services. This would allow them to create more innovative offerings to acquire prospective customers and to solidify loyalty with current ones.
Cablevisión chose Open Smartflex to simplify their operations and to integrally support every one of their lines of business. They use Open Smartflex to manage customer care, sales, provisioning, mediation, billing and payment management.
Cablevisión saw reduced customer service times, optimized field service planning, and increased sales efficiency after the implementation of Open Smartflex. They were able to scale with ease and offer new bundled services to stay on top of their market.
Cablevisión and Open Smartflex were finalists in the TM Forum Awards 2013 for Operational Excellence
Until 2011, Cablevisión had a systems architecture comprised of custom solutions for their CRM processes. These systems were built in-house to handle customers, billing, and field work, but they couldn’t manage double or triple-play offerings and many others of their services.
They needed a more simple and robust platform. Cablevisión decided to implement Open Smartflex, a solution that natively supported all of their lines of business. This solution now manages all of the mission-critical business processes such as customer service, sales, mediation, billing, and payments, giving them the necessary agility to overcome their challenges and prepare for the future.
The Open-Cablevisión project began modelling business processes by using TM Forum as a reference. The first stage of the implementation lasted only 11 months and towards the end of 2012, the system helping serve over 5,500 customers.
One of the most innovative functionalities that Cablevisión received was Open Smartflex Mobile, which is currently in use by over 3,000 of the company’s technicians. This module lets the technicians confirm work orders, provide real-time service reports, and update inventory directly in the company’s database.
With this solution, Cablevisión has the necessary agility to reduce the time-to-market of new services. They can design and implement novel offerings with ease using Smartflex’s product and service module. This allows them to continuously create value and stay on top of their competition.
Thanks to Open Smartflex, Cablevisión has been able to reduce the necessary resources for technical field work planning by 40%, reduce customer service times by 10%, simplify technical activities by a 10.8%, and increase their sales activity over 48%.
Due to the successful implementation of this project, Cablevisión and Open Smartflex were finalists in the TM Forum awards 2013 with Operational Excellence – a category that rewards the telecommunications provider who shows the most effective and innovative use of global TM forum standards. Cablevisión also won the “Wireless Achievement Award” in the Innovation in Private Sector category of RIM, who recognize organizations that have implemented new wireless solutions that have successfully boosted business productivity.
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