Telco OneApp PlayBook - Service Management

Case Life Cycle - New User KYC
Case Flow - New User KYC
Case Life Cycle - Customer Service Request
Case Flow - Customer Service Request
Case Flow - Customer Service Request 2

Inspiration

Pega’s ability to help us build customer solutions quickly inspires us to talk to our clients by always building playbooks. This is one such playbook to explain Pega’s capability and usage to our Telco clients

What it does

This play book displays Pega’s capability to enable digital transformation for Customer onboarding and service management for Telco Retail clients

How I built it

We identified the key usecases that could demonstrate the agility , security and scalability features of Pega and build the sales playbook solution around it.

Challenges I ran into

Not many; Only challenge was , we built several features and we were unable to showcase all of it in a 5 minutes video, with a platform like Pega challenges are minimal

Accomplishments that I'm proud of

Ability to stitch a quick story of Pega for the COVID times , for Pega sales to use and playback to potential customers globally ; Key security and scalability features of Pega that are very important during these COVID “Work From anywhere” times. Ability to have developed 31 usecases in just 15 days , with 2 Pega Consultants

What I learned

As a team , we have realised that if we keep the customer’s key problem in mind and develop solutions , rather than focusing on too much documentation , Pega suits very well for such agile environment to build quickly for the changing environment

What's next for Telco OneApp PlayBook - Service Management

We always expand our Playbook solutions to touch upon all core business processes of Telecom. • Create Pega Mashup to enable customer service portal to be launched from a web page • BPM analytics using Pyze platform for comprehensive ROI analysis of this BPM Implementaton • Implementing all core Telco processes such as Order Management , Number Management , OSS/BSS etc