About the Client
The client is one of the major telecom providers in Indonesia. They also offer broadband internet services, fiber optic communication, fixed telecom and multimedia. In 2020, they had more than 60 million subscribers with a market share of 16%.
Business Objectives
The client’s prime objective was to have an automated Cost and Profitability Management system to determine cost allocation and probability across their business segment, regions and sites. Additionally, they were looking to integrate multiple data sources and simplify their approval cycle and attain a single source of truth.
Implementation
- Since they were using Hadoop as their primary driver for the data source, we first had to perform file-based integrations to ensure seamless migration to the new data. This also involved multiple validations to ensure zero data discrepancy and resolve any sort of duplication of preliminary records.
- We ensured maintaining separate hierarchies for the cost allocation and for the report generation, as required by the client in their scope. However, we had to reconcile these two hierarchies to generate a consolidated report for the business.
- We also implemented Oracle APEX solution to maintain the dimensions survey. Using this, the user can log in to the system and enter their details. We enabled features like bulk upload, single row insertion or update to maintain the dimension sanctity. We also kept validations in place ensuring that the data entered meets all the system requirements, eliminating information and data duplication.
- Oracle APEX solution was required to ensure that accurate dimension data is integrated with the Oracle PBCS (Planning and Budgeting Cloud Service), where the entire General Ledger (GL) data and the driver data are reviewed before they are approved and updated in the Oracle PCMCS (Profitability and Cost Management Cloud Service) for the segment, regional and site-level allocations.
- The diagram below shows the simplified solution architecture of the implementation.
This has helped them to ensure:
- Their cameras are focused, targeted, and unobscured.
- Redundant alerts are eliminated.
- When required – appropriate CSM workflows are triggered at Service Now for necessary on-field support.
- The technician arrives with the right spare parts – helping save on time and energy spent.
- Delivery of enhanced customer experience and vendor services while achieving intelligent monitoring of revenue-generating assets
This has helped them to ensure:
- Their cameras are focused, targeted, and unobscured.
- Redundant alerts are eliminated.
- When required – appropriate CSM workflows are triggered at Service Now for necessary on-field support.
- The technician arrives with the right spare parts – helping save on time and energy spent.
- Delivery of enhanced customer experience and vendor services while achieving intelligent monitoring of revenue-generating assets
Implementation
Volteo Edge Empowered a Smarter Work Environment
Volteo Edge delivered a solution that helped Intel manage regional campuses (occupancy, track & trace) with video cameras and integration with Building Management System Controls. The smart camera-based solution managed parking occupancy within parking lots, which ensured that their employees saved on time and effort – which can thus be used in more productive tasks for core business growth.
IoT instrumentation helped them monitor power consumption (including the health of UPS equipment required for power outages), environmental conditions (e.g., temperature), and space utilization (e.g., workstation occupancy and reconciling conference room capacities with meeting headcounts). This helped the managers enable better planning, from reallocating space, reconfiguring space, and determining when and if expansions are required
Overall, the solution helped employees save time with better experience and reduced carbon emissions.
- Since they were using Hadoop as their primary driver for the data source, we first had to perform file-based integrations to ensure seamless migration to the new data. This also involved multiple validations to ensure zero data discrepancy and resolve any sort of duplication of preliminary records.
- We ensured maintaining separate hierarchies for the cost allocation and for the report generation, as required by the client in their scope. However, we had to reconcile these two hierarchies to generate a consolidated report for the business.
- We also implemented Oracle APEX solution to maintain the dimensions survey. Using this, the user can log in to the system and enter their details. We enabled features like bulk upload, single row insertion or update to maintain the dimension sanctity. We also kept validations in place ensuring that the data entered meets all the system requirements, eliminating information and data duplication.
- Oracle APEX solution was required to ensure that accurate dimension data is integrated with the Oracle PBCS (Planning and Budgeting Cloud Service), where the entire General Ledger (GL) data and the driver data are reviewed before they are approved and updated in the Oracle PCMCS (Profitability and Cost Management Cloud Service) for the segment, regional and site-level allocations.
- The diagram below shows the simplified solution architecture of the implementation.
Implementation
Volteo Edge Empowered a Smarter Work Environment
Volteo Edge delivered a solution that helped Intel manage regional campuses (occupancy, track & trace) with video cameras and integration with Building Management System Controls. The smart camera-based solution managed parking occupancy within parking lots, which ensured that their employees saved on time and effort – which can thus be used in more productive tasks for core business growth.
IoT instrumentation helped them monitor power consumption (including the health of UPS equipment required for power outages), environmental conditions (e.g., temperature), and space utilization (e.g., workstation occupancy and reconciling conference room capacities with meeting headcounts). This helped the managers enable better planning, from reallocating space, reconfiguring space, and determining when and if expansions are required
Overall, the solution helped employees save time with better experience and reduced carbon emissions.
- Since they were using Hadoop as their primary driver for the data source, we first had to perform file-based integrations to ensure seamless migration to the new data. This also involved multiple validations to ensure zero data discrepancy and resolve any sort of duplication of preliminary records.
- We ensured maintaining separate hierarchies for the cost allocation and for the report generation, as required by the client in their scope. However, we had to reconcile these two hierarchies to generate a consolidated report for the business.
- We also implemented Oracle APEX solution to maintain the dimensions survey. Using this, the user can log in to the system and enter their details. We enabled features like bulk upload, single row insertion or update to maintain the dimension sanctity. We also kept validations in place ensuring that the data entered meets all the system requirements, eliminating information and data duplication.
- Oracle APEX solution was required to ensure that accurate dimension data is integrated with the Oracle PBCS (Planning and Budgeting Cloud Service), where the entire General Ledger (GL) data and the driver data are reviewed before they are approved and updated in the Oracle PCMCS (Profitability and Cost Management Cloud Service) for the segment, regional and site-level allocations.
- The diagram below shows the simplified solution architecture of the implementation.
MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.
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Client, XYZ Company
The Outcome
“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”
Business Benefits
- Costing Cycle timeframe has been reduced drastically. Before this solution, they calculated site-level profitability on a quarterly basis, which currently is a monthly process.
- With the new automated system, they now have greater insight into their profitability and costs within their key business dimensions segregated into segments, region and sites.
- They are also able to identify the fundamental cost drivers through analytical reports and make informed strategic decisions required for their growth plans.
- By leveraging the What-if analysis they could now further optimize their cost allocation process.
- With the single integrated system, they were able to drive accountability and transparency in their business functions.
- Costing Cycle timeframe has been reduced drastically. Before this solution, they calculated site-level profitability on a quarterly basis, which currently is a monthly process.
- With the new automated system, they now have greater insight into their profitability and costs within their key business dimensions segregated into segments, region and sites.
- They are also able to identify the fundamental cost drivers through analytical reports and make informed strategic decisions required for their growth plans.
- By leveraging the What-if analysis they could now further optimize their cost allocation process.
- With the single integrated system, they were able to drive accountability and transparency in their business functions.
The solution helped Intel to provide its employees with a more pleasant and productive work environment, from ensuring energy-efficient environmental controls to the avoidance of frustrations associated with parking and cafeteria queues or searching for workspaces, resulting in improved employee retention.
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