How We Automated Business Processes for Faster Project Delivery and Reduced Operational Costs
About the client
About the client
NetSpark IP & Telecom is a telecommunications consulting company based in Texas, USA. It offers services from AT&T, the world's leading provider of telecommunications, media, and technology services.
NetSpark IP & Telecom realized that they lacked the appropriate tools to support their growth as a company. Despite having a workforce of over 30 employees, they did not have a centralized system to oversee project implementation and manage client relationships. Consequently, all work processes were carried out manually, resulting in slower project delivery.
In addition to that, the company's employees had to manually perform analytics and calculations to determine the best combination of tariff plans, which resulted in each project requiring significant amounts of time and human resources to complete. To give you an idea, a typical project involved 10 employees manually picking and combining tariffs for cost optimization.
NetSpark IP & Telecom realized they needed to upgrade their corebusiness processes and go digital to improve efficiency. So they reached out to Flyaps for help.
NetSpark IP & Telecom provides two types of services – wireline engagement and mobility engagement.
Wireline engagement involves configuring network equipment and IT infrastructure for various organizations. For instance, they may enhance mobile network coverage in metro stations or install GPS tracking systems for delivery companies.
Mobility engagement is aimed at helping clients reduce their mobile and internet expenses. To achieve this, NetSpark IP & Telecom conducts an account review and prepares a report detailing their client's telecommunication spending. After examining the report, the company suggests an optimal AT&T tariff to lower the client's telecom costs.
Subscription-based CRM solutions didn’t have the functionality to suit their business needs, so NetSpark IP & Telecom had to build a custom CRM/ERP system.
The software had to solve two major challenges:
Our team has significant experience in the telecom industry and understands the specific details of tariff plans, including discounts, special offers, and more. We know that accuracy is crucial in this field. NetSpark was seeking a partner with these qualities, and we were the perfect fit.
We kicked off our partnership with an online meeting to discuss the project,followed by a face-to-face negotiation wherewe signed the contract and started with a business analysis to better understand the client's business flow.
During the discovery phase, we collaborated with the leaders of various company departments to perform business process mapping and create tech specifications. We analyzed the client’s business requirements and converted them into technical tasks for our engineers. Once the technical documentation was ready, we got down to software development.
Since our client didn’t have in-house technical experts, the software development process was entirely on us. We used Python (Django), React, and Material UI for fast and cost-effective product development. Our DevOps engineer set up CI/CD pipelines to automate the release process so that we could deliver high-quality builds frequently.
Role-based access control
One part of the software we developed covers engagement with wireline customers. The system has many user roles with various access rights. For instance, the solution may be used by NetSpark employees (channel managers, owners, contract managers, and more), AT&T representatives, customers, and sub-agents.
The software allows users to instantly access information related to their business activities, like the number of open and closed engagements, project statuses, and more. To make the working process more efficient and transparent, there are email notifications, electronic signatures, and data management features.
Implementing automated calculations for mobility engagement
The second component of the CRM/ERP system relates to mobility engagement. We developed a calculation tool that lets employees find the most suitable combination of tariff plans for each client.
The software quickly performs complex calculations, eliminating human error and the need for historical data. As an illustration, a task that typically took three days to complete can now be done in as little as five minutes.
A tangible impact on business
Working closely with business experts on the client's side, we were able to launch the first version of the system in just three months. When the system went live, the company’s managers tested it and provided feedback on how it can be improved.
As a result, NetSpark received a CRM/ERP system that allowed them to reduce manual work, improve team performance, and increase revenue.
By automating core business processes and complex calculations, our client was able to cut the time it took to implement projects in half, which led to an increase in the number of clients and higher revenue.
With a centralized system, various users can access information instantly, while the CEO and heads of departments can track company activities and keep tabs on projects assigned to specific managers. This has led to smoother project implementation, improved user experience, and greater customer satisfaction.
Our solution allowed NetSpark to implement projects with less manual work, resulting in lower expenses. The automation features also helped improve the quality of their services by reducing the possibility of human error and increasing productivity.
They’ve been great to work with. They’ve always hit their projected timelines. They’ve been able to deploy the desired features and modules in a timely manner. I’d highlight their professionalism. They’re great to talk with, and the quality of work is exceptional. They’re able to deliver a beautiful product.
After using the system for more than a three years and a half, NetSpark IP & Telecom are now looking to improve the solution further. Together with our client, we’re planning to include new dashboards, graphs, and features to cover new types of customer relationships and new user roles with varying access rights.
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