- June 22, 2021
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Legacy System Optimization for Media & Entertainment ClientEnhance efficiency of Customer Services through Stabilization & Optimization of Legacy Systems
A large Media and Entertainment Company
The effort vastly improved the company’s planning and execution functions, they knew that in order to succeed in this era of technology their accounting systems needed to be much more robust than what they are. They turned to WP consulting to improve their accounting systems.
challenge
Legacy systems were in a fragile state (performance & reliability) impacting Customer services Virtually no documentation available causing delays and un-structured approach to resolve the issues;
Objective
to Stabilize & enhance the performance of legacy environment till the migration to new architecture
solution
- Status Review and Documentation:As-Is Status of Key Systems & Processes: Architecture, Apps, Infra, Configs, Accesses, Security, Back-ups etc. Identify requirements & pain areas thru interaction with Management, Business & Functional user, CS & IT teams
- Recommendation and implementation of Architectural & Processes changes:Architectural modification (e.g. Sequential to parallel processing) Process Automation for faster delivery (like bulk changes of Rate plans & Promos) Creation of Change Management Process document & Process Templates Coordinate with vendor(s) and ensure faster solution delivery Regular monitoring & improvement
results
- Stabilized and Improved the Performance of Systems & Automation of processes for Efficient Customer Services
- Billing System : Performance improvement more than 10 times by architectural improvement
- Reconciliations between Billing-CAS systems to identify and stop revenue leakage
- MIS Reports & KPI Dash-board to support Business, Customer Service
- Ensured pain-less migration to New version
- Initiated Self-care for Customers & Enhanced CRM
- Consolidation of multiple Financial systems, Mail-systems, Infrastructure
- Recommended : Intranet, Trouble Ticketing, DMS, Call Centre automation (ACD, CTI, IVR based) & Strong Info Security
- Regular reviews with stakeholders (Biz, users, Vendors..) on What-Next
- Focus on improving Reliability, Availability & Security