Project Objectives
The goal of this engagement was to design and implement a full end-to-end CRM solution that:
- Centralizes customer data and history
- Integrates BSS (Business Support Systems) and OSS (Operations Support Systems)
- Automates SIM card lifecycle management from distribution to activation and suspension
- Enables real-time service provisioning and billing updates
- Improves customer service and support workflows
- Provides analytics and reporting for decision-making
Solution Architecture
Note: The exact technology stack will be finalized once the detailed documentation is shared.
Core Components
CRM Platform
- Customer master data
- Interaction history
- Support ticketing
BSS Integration
- Real-time billing and charging
- Rate plans and balance management
- Payment and revenue reporting
OSS Integration
- Network provisioning
- Service activation/deactivation APIs
- SIM status synchronization
SIM Lifecycle Management
- Inventory and status tracking (New, Reserved, Activated, Suspended, Returned)
- Automated OTP / KYC workflows
- SIM swap and portability support
Support & Service Layer
- Call center agent console
- Self-service portals
- Alerts and notifications
Data Analytics
- Dashboards for customer acquisition and churn
- Usage pattern analysis
- SLA tracking and reporting
Implementation Highlights
Requirement Gathering & Design
- Workshops with key stakeholders across customer service, operations, and IT
- Mapping of current workflows and pain points
- Defined future-state CRM and integrated ecosystem
Integration of BSS & OSS
- API-led integration between CRM and core systems
- Billing and rating engines integration
- Provisioning and network systems connectivity
- Real-time updates across customer accounts and network state
SIM Management Enhancements
- Automated validation and activation workflows
- Centralized tracking of SIM lifecycle and status
- Compliance logging for regulatory requirements
Testing & Validation
- Comprehensive functional testing
- Load and stress testing for peak activation scenarios
- User acceptance testing with support and operations teams
Training & Rollout
- Training sessions for customer care agents
- On-site and remote support during rollout
- Phased deployment minimizing service disruption
Project Timeline
Project Duration
- 11
- Weeks
Tools & Technology Used
Back End
Conclusion
The CRM implementation for Soltelco has significantly improved the way customer data, services, and operations are managed across the organization. By centralizing customer information and integrating BSS and OSS systems, the solution has streamlined SIM lifecycle management, enabled real-time service provisioning, and reduced manual effort.
Mr. Adnan Dahir
Founder, Hrace.Live
CRMTiger delivered a robust vTiger CRM solution that streamlined our customer management, SIM lifecycle, and system integrations. The platform now provides real-time visibility and improved support efficiency. A reliable and scalable CRM implementation for telecom operations.