CASE STUDY
Service Management Excellence at A1 Slovenija
Client
As the first private mobile operator in Slovenia, A1 Slovenija presented its services to the users in March 1999. Thus, competition started to develop in the Slovene telecommunications market. Knowing and understanding users, their desires and needs, as well as their changing habits, has become one of the key elements of good business practices. A1 Slovenija is a part of international telecommunication group – Telekom Austria Group. Strategic partnership with the world`s leading mobile operator Vodafone enables A1 Slovenija’s customers to experience global products and services. Sustainable business is becoming an increasingly important key performance indicator for investors. Here A1 Slovenija is among the Group’s leading companies, contributing to its higher value. At the end of 2013, A1 Slovenija reached a 30% market share and had approximately 400 employees, who worked on providing services for almost 700.000 users.
Approach
Bright Consulting partnered with A1 Slovenija to deliver an ITSM Transformation program with a goal to improve customer experience and ensure efficient processes. Key to the success of the project was Bright Consulting approach focused on Business Service Management Transformation aligned with A1 Slovenija strategic objective – customer experience.
Solution
Bright Consulting delivered an end-to-end ITSM solution aligned with A1 Slovenija corporate objectives for efficient and simplified IT processes:
- Assessed the current and future requirements across A1 Slovenija services, processes and organization;
- Established a Transformation roadmap
- Integrated and automated all IT processes in a single ITSM platform: BMC Remedy OnDemand
- Ensured system maintainability and enhancement with on-going managed services;
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Client
As the first private mobile operator in Slovenia, A1 Slovenija presented its services to the users in March 1999. Thus, competition started to develop in the Slovene telecommunications market. Knowing and understanding users, their desires and needs, as well as their changing habits, has become one of the key elements of good business practices. A1 Slovenija is a part of international telecommunication group – Telekom Austria Group. Strategic partnership with the world`s leading mobile operator Vodafone enables A1 Slovenija’s customers to experience global products and services. Sustainable business is becoming an increasingly important key performance indicator for investors. Here A1 Slovenija is among the Group’s leading companies, contributing to its higher value. At the end of 2013, A1 Slovenija reached a 30% market share and had approximately 400 employees, who worked on providing services for almost 700.000 users.
Approach
Bright Consulting partnered with A1 Slovenija to deliver an ITSM Transformation program with a goal to improve customer experience and ensure efficient processes. Key to the success of the project was Bright Consulting approach focused on Business Service Management Transformation aligned with A1 Slovenija strategic objective – customer experience.
Solution
Bright Consulting delivered an end-to-end ITSM solution aligned with A1 Slovenija corporate objectives for efficient and simplified IT processes:
- Assessed the current and future requirements across A1 Slovenija services, processes and organization;
- Established a Transformation roadmap
- Integrated and automated all IT processes in a single ITSM platform: BMC Remedy OnDemand
- Ensured system maintainability and enhancement with on-going managed services;
“Bright Consulting approach to Business Service Management helped us realize some tangible improvements in IT operations. To automate and integrate all IT processes in a single ITSM platform, Bright Consulting implemented BMC Remedy OnDemand solution and ensured a smooth implementation with limited customization, and enabled full integration through a complete process lifecycles. For us, it is very important that Bright Consulting also provides ongoing Managed Services and Support to ensure system maintainability and enhancement. As a trusted advisor, the consulting team worked with us to navigate the organizational change and facilitate the ITSM transformation within the organization.”
