Project 4: Brazilian Wireless Telecommunications Provider
The client was a merger of three wireless operators covering different parts of Brazil who were looking to integrate their customer care and billing architecture as well as to streamline their operational and customer care business processes. After a software selection phase, the software vendors were asked to draw a roadmap to accomplish the client's objectives. The client insisted on Accenture's participation because of our strong methodology and the fact that we are capable of handling not only technology issues but also process and organisation related matters.The main challenges during the project were organisational: the background and project approach of the different parties involved varied greatly. In addition, the organisation of the client was being restructured to integrate the three different organisations of the previously independent operators. Due to our independence from any software provider, Accenture often played a mediating role and proposed our own best practices.Accenture's thorough knowledge of the very dynamic local market, new emerging technologies and our experience gained in the rest of the world, proved very beneficial in identifying and mitigating the risks.
The proposed roadmap consisted of a gradual replacement of the existing legacy systems by the new architecture. In parallel, key business processes were redesigned to enhance the efficiency of the operations and a wide variety of activities were carried out to ensure the client organisation would be capable of adapting smoothly to the changes. Responsibilities between the various parties were described and a management and quality framework was set up to ensure maximum results and minimum risk for the client.
The engagement team consisted of 70 Accenture people, 12 people from the software vendors and 5 full time people from the client organisation. The majority of the people were Brazilian, but the team included American, German, Indian, Italian and Dutch people.
The result was that the client had a clear roadmap on how to develop its customer care and billing architecture as well as their organisation to remain the market leader in wireless communications within their geographic area.