By reason of market liberalization since January 2005 and outstanding improvement opportunities, Albtelecom faced the increasing challenges of an incumbent operator. In order to measure up to international standards of accounting fees and charges, and to obtain a more customer oriented approach a centralized fixed-line billing platform was desired.

BearingPoint INFONOVA was engaged to roll out Infonova BSS and replaced the homegrown legacy billing and customer care systems in a step by step approach. Additionally Albtelecom asked for a powerful AR/collection as a replacement for the former de-central legacy systems, which could only process switch-meter data. Leveraging our prior experience in such billing projects we closely involved the client’s team into the requirement phase of the project.

Thanks to the NGOSS standards for OSS/BSS integration BearingPoint INFONOVA was able to follow up a well-reasoned software development lifecycle – in spite of quite specific adaptations to be deployed for Albtelecom’s needs (e.g. A/R module for replacement of inefficient cash collection). In a nutshell, the advantages of the Infonova BSS platform are as follows:

• Integrated fixed-line, ADSL and interconnection billing and AR/collection platform, set up in the course of a green field project
• Customer care features including enhanced workflow capabilities as well as basic trouble-ticket management
• Process analysis and intensive training enabled the client to understand and run a modern billing and AR/collection platform

As from now, Albtelecom is able to provide their clients with a higher level of service. This starts with the ability to provide invoices with call details, up to dramatically reduced reaction times for any types of request regarding the client. Especially the second fact of reduced reactions times (based on controlled and monitored processes in the BearingPoint workflow tool) helped Albtelecom to convince customers about its new customer orientated approach.