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Managed Services

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Managed Services

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At Celcom, we offer comprehensive managed services tailored to meet the evolving needs of your business. From providing L1, L2, L3, and L4 technical support to offering bespoke application development and maintenance, policy management, infrastructure support, and more.We're committed to optimizing your operations and driving business growth.

Business Benifits

Managed services are important because they provide businesses with expert IT support, proactive maintenance, and cost-effective solutions. By outsourcing IT management to specialized providers, organizations can focus on core activities, improve operational efficiency and stay competitive in today's fast-paced digital landscape.

Focus on Core Business

By outsourcing IT management and support to a managed services provider, businesses can focus on their core competencies and strategic initiatives without the distraction of day-to-day IT operations.

Expertise and Specialization

Managed service providers bring expertise and specialized skills to the table, ensuring that businesses have access to the latest technologies and best practices without having to invest in training and hiring additional staff.

Cost Efficiency

Managed services offer a predictable, subscription-based pricing model that helps businesses control costs and avoid unexpected expenses associated with IT downtime and emergencies.

Proactive Maintenance and Support

Managed service providers proactively monitor and maintain IT systems, identifying and addressing potential issues before they escalate into costly problems. This proactive approach helps minimize downtime and maximize productivity.

Scalability and Flexibility

Managed services are designed to scale with the needs of the business, allowing for flexibility and agility in responding to changing market conditions and growth opportunities.

Security and Compliance

Managed service providers implement robust security measures and ensure compliance with industry regulations, protecting businesses from cyber threats and potential legal liabilities.

Enhanced Productivity and Efficiency

By offloading routine IT tasks to a managed service provider, businesses can improve efficiency and productivity, enabling employees to focus on value-added activities that drive business growth.

Scope of Work

L1, L2, L3 and L4 Support

Our team of skilled engineers specializes in providing Level 1 to Level 4 technical support. Whether you encounter complex technical challenges or require in-depth troubleshooting, we're here to provide timely and effective solutions to keep your business operations running smoothly.

Application Development and Maintenance

Unlock the full potential of your business with our application development and maintenance services. From building custom applications to maintaining and enhancing existing software, our team of developers leverages the latest technologies to deliver solutions that align with your business objectives and drive innovation.

Policy Management

Ensure compliance and governance with our policy management services. We help you develop and implement policies and procedures that align with industry regulations and best practices, mitigating risks and ensuring business continuity.

Infrastructure Support

Our infrastructure support services ensure the reliability, security and scalability of your IT infrastructure. From network management to server administration, we provide comprehensive support to keep your infrastructure running smoothly and efficiently.

BSS/OSS Stack

We have extensive experience in managing Business Support Systems (BSS) and Operations Support Systems (OSS) stacks. Our managed services ensure the seamless integration and optimization of these critical systems, enabling you to improve operational efficiency and deliver superior customer experiences.

COM Implementation

Leverage our expertise in Component Object Model (COM) implementation to enhance the functionality and performance of your software applications. Our team works closely with you to design and implement COM solutions that meet your specific requirements and drive business value.

Case Studies

Largest APAC Telco - Business process simplification for Digital BSS transformation

Largest APAC telco customer initiated the Digital transformation journey to covering digitization, modernization, change management for their BSS stack. The Journey involved leveraging technology, people and processes to improve business performance and embrace new business models.
Problem Statements

Inability to support the Prepaid Business model.

Less flexibility to introduce the regulatory changes.

Absence of proper process workflows leading to many manual works in day-to-day operations.
Achievements

Onboarding of Celcom Solutions - Customer onboarded Celcom Solutions as their SI to lead the Digital transformation with OneBill as the CRM Solution, Oracle BRM as the Billing Solution and Oracle ASAP as the Provisioning Solution.

Prepaid Business Model - Celcom Solutions worked with the client on a new Prepaid Business Model for the LCOs and defined the Business Processes and implemented the solution around those processes.

TRAI Pricing Regulations - The project had to accommodate sweeping changes on Pricing Regulations from TRAI, which were a complete change from the existing Pricing Catalogue of the client at that time. The regulations also had to be implemented within a cut-off date adding challenges to deliver the solution on a reduced time.

Migration - Celcom Solutions had to overcome a tremendous challenge in Production Cut-over Migration due to restrictions in access to the existing system data and minimal source data that was getting shared for cut-over, requiring to fill-in lots of additional details during transformation impacting the cut-over.
Business Outcomes

Compliance to Regulation

Improved Revenue Collection due to Prepaid Business Model

The AWS based Production system met the dynamic hardware demand during peak times of Bill cycles, enhanced security, and improved accessibility.

A solution that could scale up for all future growth needs.

Managed Services - L2 and L3 support and Application Development for Largest Telco in Africa

Managed Services - L2 and L3 support and Application Development for Largest Telco in Africa customer initiated the Digital transformation journey to covering digitization, modernization, change management for their BSS stack. The Journey involved leveraging technology, people and processes to improve business performance and embrace new business models.
Problem Statements

Product/Offer developments took 40+ days, which impacted time to market.

Positive balance issue due to Oracle BRM product bug impacted customer experience and revenue leakage.

The AS-IS vendor is unable to handle complex product requirements without bundles.

Manual Health check across the systems by different vendors, leading system issues not highlighted in time leading to system downtime.

The roaming department doesn’t have the visibility of the charges configured in BRM, which led to frequent tickets/request to BRM.

Only voucher recharge was available.
Achievements

Reduced Time to Market- Product/Offer developments are done within 2 days along with UT. On average 30 products are delivered per month.

Resolve Revenue Leakage - 90% of the positive balance issues are resolved by configuration changes, less customization leading to greater reduction in revenue leakage.

Handle Complex requirements - Were handled by providing new logic and customized opcodes. Change Management process in place to handle complex requirements with requirement analysis and Impact assessment.

Automated System Health Check and Report - Health checks scripts developed by Celcom which reduced the system downtime risks and able to provide day to day report to customer.

Automated scripts - It provides details of charges of all roaming scenarios configured reducing the ad-hoc work.
Business Outcomes

Improved marketing effectiveness with reduced time to market.

Enhanced operation efficiency.

Increased Efficiency and Productivity: Streamlined workflows, automated tasks, improved data visibility led to significant time savings.

Enhanced Customer Satisfaction: Communication, transparency, proactive service result in a more positive customer experience, fostering loyalty and repeat business.

L2 Assistance Services & Policy Management for Largest Telco in Fiji

L2 Assistance Services & Policy Management for Largest Telco in Fiji customer initiated the Digital transformation journey to covering digitization, modernization, change management for their BSS stack. The Journey involved leveraging technology, people and processes to improve business performance and embrace new business models.
Problem Statements

Discrepancy between OAP and PDF invoices had been steadily increasing, resulting in a larger pool of affected accounts each month.

Discrepancy between the GLID report and the Invoice Billing Report resulted in difficulties reconciling financial data, impacting the accuracy of financial statements and reporting.

The discrepancies in invoices adversely impacted on customer satisfaction as customers relied on accurate billing information for financial planning and reconciliation.
Achievements

Code Fix - Identified and rectified the underlying Deposit refund code issue causing discrepancies in OAP and generated invoices for new accounts. This preventive measure aimed to stop the problem from recurring for future customers.

Data Fix for Existing 5k Accounts - Conducted a comprehensive data audit to identify inconsistencies between OAP and PDF invoices for existing accounts. Through data analysis and reconciliation, applied targeted data fixes to synchronize billing information across platforms, ensuring accuracy and alignment.

Stabilized Billing Process - The resolution efforts resulted in a stabilized billing process, with reduced occurrences of mismatch between OAP and PDF invoices for both new and existing accounts.

Configuration of GLID Assignments - Identified bundles without GLID assignments. Configured the necessary GLID mappings for these bundles in the billing system. This involved updating system configurations to ensure accurate financial tagging and reporting.
Business Outcomes

Stabilized Billing Process which reduced occurrences of mismatch between OAP and PDF invoices

Improved Customer Satisfaction: Customers experienced fewer discrepancies in their billing statements.

Operational Efficiency: By addressing the root causes of the mismatch issue, TFL achieved operational efficiency gains.

Enhanced the accuracy of financial reporting, reducing the risk of errors.