Software AG Case Studies Colt Telecom Improves Customer Experience with the Webmethods ESB Platform

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	Colt Telecom Improves Customer Experience with the Webmethods ESB Platform Software AG

Colt Telecom Improves Customer Experience with the Webmethods ESB Platform

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Telecommunications
Applicable Functions	Business Operation
Use Cases	Supply Chain Visibility
Services	System Integration
Challenge	COLT had deployed the same systems in several countries and all of them were operating independently. As a result, there were over 10 instances of each application — and each one containing its own silo of information. Customer information was recorded in several systems and there was no consolidated view of a customer across the whole company. COLT also wanted to automate the provisioning process with the local telecom operators for certain products. This would require COLT to integrate its order handling system with that of the operator. This extended the scope of the integration challenge beyond the enterprise into the realm of B2B. Read More
About Customer	COLT is one of the leading European providers of business communications. The company specializes in providing data, voice and managed services to midsize and major businesses and wholesale customers. With more than 50,000 customers across all industry sectors, COLT owns and operates a 13-country, 20,000 km network that includes metropolitan area networks in 32 major European cities with direct fiber connections into 10,000 buildings and 12 COLT data centers. Read More
Solution	The first step was to link all the systems together using the webMethods ESB Platform. This provided reliable messaging between the applications at the three main centers in London, Paris and Frankfurt. It reduced the growing number of ad hoc links, data inconsistencies and errors, and sped up processes such as customer provisioning. The second step was to centralize all information into one data center in London, with only one instance of each application. COLT is progressively deploying a Service-Oriented Architecture (SOA), which has become a key enabler moving forward. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Supply Chain Visibility

Services

System Integration

Challenge

COLT had deployed the same systems in several countries and all of them were operating independently. As a result, there were over 10 instances of each application — and each one containing its own silo of information. Customer information was recorded in several systems and there was no consolidated view of a customer across the whole company. COLT also wanted to automate the provisioning process with the local telecom operators for certain products. This would require COLT to integrate its order handling system with that of the operator. This extended the scope of the integration challenge beyond the enterprise into the realm of B2B.

About Customer

COLT is one of the leading European providers of business communications. The company specializes in providing data, voice and managed services to midsize and major businesses and wholesale customers. With more than 50,000 customers across all industry sectors, COLT owns and operates a 13-country, 20,000 km network that includes metropolitan area networks in 32 major European cities with direct fiber connections into 10,000 buildings and 12 COLT data centers.

Solution

The first step was to link all the systems together using the webMethods ESB Platform. This provided reliable messaging between the applications at the three main centers in London, Paris and Frankfurt. It reduced the growing number of ad hoc links, data inconsistencies and errors, and sped up processes such as customer provisioning. The second step was to centralize all information into one data center in London, with only one instance of each application. COLT is progressively deploying a Service-Oriented Architecture (SOA), which has become a key enabler moving forward.

Impact #1	COLT can respond more quickly and easily to customer issues
Impact #2	COLT can also analyze its customer base more easily
Impact #3	The company is also leveraging the powerful B2B capabilities of the webMethods ESB Platform to dramatically improve the provisioning of products with local telecom operators

Impact #1

COLT can respond more quickly and easily to customer issues

Impact #2

COLT can also analyze its customer base more easily

Impact #3

The company is also leveraging the powerful B2B capabilities of the webMethods ESB Platform to dramatically improve the provisioning of products with local telecom operators

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Overview

Colt Telecom Improves Customer Experience with the Webmethods ESB Platform

Operational Impact