Project Profiles

Easiserve has extensive experience in a wide-variety of system projects and initiatives. We have managed many large, mission/business critical systems projects from inception through to post-implementation transition and have proven expertise in all phases of the project lifecycle. Our expertise includes:

Billing Systems
Customer Management Systems
Custom Solutions
Application Integration
Systems Engineering
Web Development

Billing Systems

Billing Consolidation Project

• Provide project management and system analysis for the design, development and implementation of a single-bill solution that allows customers who subscribe to multiple product lines across multiple divisions the opportunity to receive all their charges on a single bill. (more details)

Billing System Replacement Project # 1

• Provided Business Systems Analysis and Development Management for the Implementation and migration of several legacy Customer Care and Billing systems to a single new Customer Care and Billing system for Long Distance, Local and ISP business.

Billing System Replacement Project # 2

• Provided Project Management for the Testing phase of a major Customer Care and Billing system implementation for Long Distance, Local and ISP business.

Billing System Replacement Project # 3

• Provided Project Management for all Conversion activities of a major Customer Care and Billing system implementation for Long Distance, Local and ISP business.

 Billing System Gap Analysis Project

• Provided strategic consulting services for performing a comprehensive Gap Analysis between a 3rd Party Billing software product and a large Canadian Cable and Internet business.

Electronic Bill Presentment and Payment System

• Provided project management for the design, development, testing and deployment of en EBPP solution for a large Canadian Telecommunications company.

 Bill Presentment Software Selection and Implementation

• Provided project management for the requirements gathering, RFP development and Vendor selection of a new document composition solution for a large Communications Company.

• Provided systems analysis and project management for the implementation of a new invoice / statement design.

Customer Management Systems

CRM Replacement Project

• Provided project management and technical consulting (architects, lead developers and senior developers) for the complete redevelopment of a mission critical enterprise CRM system, used by 2,800 used by 2500 Call Center Representatives, across 9 call centers. (more details)

Single Customer View Project

• Easiserve managed the design, development, testing and deployment of an enterprise call-centre solution to allow CSR's to identify and market new products to identify high-value customers who subscribe to multiple product lines across multiple divisions and legacy systems. (more details)

Custom Solutions

Field Service Management System

• Provided project management for the roll out, enhancements, upgrade and support of a large third party wireless field service management system for a large Canadian Telecommunications company.

Application Integration

Extranet Integration Project

• Provided systems analysis and management for the development and integration of an extranet application with the legacy business support system for a large Canadian Wireless company

Billing Account Synchronization Project

• Provided systems analysis, design and development for the integration of two legacy customer management and billing systems to automate the linking and data synchronization of customer accounts for purposes of providing the customer with a single invoice for all their communications services

Systems Engineering

Database Audit and Tuning

• Performed a comprehensive audit of a mission-critical database application and managed the implementation of enhancements to the architecture to significantly improve performance, back up timeframes and recoverability.

ISP Provisioning System Stabilization

• Provided project management and senior systems engineering to upgrade and stabilize a mission-critical ISP provisioning system.

• Including upgrade of hardware platform and operating system, storage area network configuration, data base reconfiguration and implementation of improved operations procedures

Web Development

Migration to ASP.Net

• Provided project leadership and senior developers to migrate a web-based application from ASP to ASP.NET.

One-bill Project

• Provided project leadership, architecture and senior developers for the development of an Web-based application integrated with 2 client-server legacy applications.

More Project Details

Billing Consolidation Project

Description:

• A large telecommunication company wanted the ability to offer its customers who subscribe to multiple product lines across multiple divisions the opportunity to receive all their charges on a single bill.

Project Goals:

• Allow customers to receive all their charges on a single bill.

• Reduce the number of Bills being mailed out to the customers.  

Solution:

• In order to provide customers with a consolidated bill, one of the existing billing systems was chosen as the master biller for this purpose;

• Modifications were made to the existing billing systems (.NET, Cobol, IMS, Powerbuilder, C++, Weblogic, Oracle) to allow charges to be passed between them so that all charges could be accumulated and presented on the master biller.  

Project Results:

• Over 150,000 customers now receive one bill.

• The project is saving the company approximately $150,000/month or $1.8M/year.

Easiserve’s Role:

• Easiserve was responsible for the project management, analysis, design, development, testing and deployment of this solution. We led the overall design and worked extensively with the business stakeholders and IT organizations across all divisions to ensure that the solution would meet their needs.

CRM Replacement Project

Description:

• A large cable company wanted to replace its existing CRM system, used by 2500 Call Center Representatives, across 9 call centers.

Project Goals:

• Replace existing technology obsolete CRM system with no additional training or hardware cost to the enterprise.

• Provide a framework that can be easily integrated with new and existing applications and technologies

• Reduce development and support/maintenance cost

Solution:

• The application was architected following Object Oriented design principles using the .NET framework

• 1 uniform user-interface in Microsoft Visual Basic .NET (32-bit managed code).

• 137 simple, 50 medium and 75 complex forms

• Loosely coupled, business object-based application architecture based on MVC pattern

• 409 business objects in Microsoft Visual Basic .NET (282 simple, 71 medium and 56 complex business objects

• 5 server communication DLL’s in C++. Business objects manage server message mappings and encapsulation

Project Results:

• Reduced call centre handle times.

• Reduced CSR training time.

• Improved overall customer service.

• Improved flexibility to enable the application on the web.

Easiserve’s Role:

• Easiserve provided the Project Management and Technical Consulting (architects, lead developers and senior developers) for all aspects of the project, from the feasibility study phase through to the design, development and deployment.

Single Customer View Project

Description:

• A large telecommunication company wanted to identify high-value customers who subscribe to multiple product lines across multiple divisions.

Project Goals:

• Provide call-center staff with the ability to identify customers who subscribe to multiple product lines.
  View the combined product set for these customers and market new products and services to them.

Solution:

• A new application was developed that brought together and matched customer records from multiple sources into a single repository. This application was made available to the call center staff to allow them to determine whether they were dealing with a “common” customer and if so to view that customer’s combined product set.

• A set of APIs were developed using Microsoft C++ and Oracle. These API’s were then integrated into the different billing systems (.Net, Cobol, Powerbuilder, Oracle).

• Customer data was replicated from the different billing systems and matched on Customer Name, Address and telephone to identify matching customers.

Project Results:

• Increased revenue from the existing customer base by cross-selling products

• Increased Customer retention.

• Ability to offer customer a single bill.

• Rationalization of the discount structure for the customers.

Easiserve’s role:

• Easiserve managed this project from start to finish. Our staff performed the initial requirements gathering, project budgeting and justification, solutions architecture, conceptual design and project planning. We managed the design, development, testing and deployment of the hardware and software solution