Challenge
Enventis, a managed service provider, operates both hosted and multi-tenant IPT solutions on a shared infrastructure to SMBs, plus dedicated, multi-cluster IPT solutions to large enterprises. Their hosted SMB business was running with home grown order management tools in place that didn’t scale and were costly to maintain. The MSP was also experiencing data drift issues, and changes to the system for one customer were causing unforeseen consequences to others.
Their large enterprise, dedicated managed services business was suffering from a lack of end-use, self-help capabilities and without automation, customer service levels were not what they should be.
Solution
The VOSS 6.1 service delivery platform was deployed initially within the hosted UCM platform to provide a layer of automated service management and provisioning for SMBs.
The large enterprise managed services business will be added in a later phase.
Both business models will be supported from a common management portal, providing economies of scope.
Benefits
- Faster customer acquisition reduced associated costs and decreased the chance of the pending customer changing their mind
- VOSS Day-1 deployment tools meant that the site deployment costs were significantly lower
- VOSS Day-2 support tools enabled customers to perform their own MACs in real time
- Engineering staff could focus on new UC applications rather than basic administration
- Consistency in based configuration has removed risk of data drift and inter-customer data conflict problems
- All services are now managed in a central service catalog, allowing for better reporting and billing integration
- New services can be added quickly and are more easily bundled within existing or value-add packages