Gibtelecom, the main provider of telecommunications services on the Rock, has played the pioneering role in the growth and development of telecommunications in Gibraltar. It provides sophisticated solutions to transport voice, data and internet services to all types of businesses and residential customers, mainly using optical fibre networks but also deploying mobile and microwave links.
Faced with declining voice revenues and a shift in customer behaviour towards more data oriented services, Gibtelecom found itself stuck with an end-of-life billing platform that was unable to meet the needs of a rapidly changing business. Gibtelecom subsequently made a strategic decision to implement a new next generation billing platform and embarked on a replacement programme following the stringent terms of an EU Tender process.
In February 2013 Gibtelecom signed a contract for the supply of Cerillion’s convergent CRM and Billing solution, which would be used to support all its fixed line, mobile and broadband services, including delivery of an integrated network inventory solution.
“ Since consolidating all services onto the Cerillion platform, we are now perfectly placed to leverage our convergent network capabilities with innovative service bundles and new enterprise offerings. By providing a single point of reference for all services, the Cerillion system is giving us greater visibility and intelligence of how our network is actually performing. ”
As the leading provider of communications services in Gibraltar, Gibtelecom required a new state of the art billing solution that would support their next phase of growth, and a relationship with a vendor that would become a strategic partner to the company moving forward.
Key BSS requirements for Gibtelecom included:
- Flexible product and service creation in a horizontal / layered architecture:
- Data/content-centric services
- Bundled services
- Fully integrated ‘Order to Cash’ processes, with integrated line plant management
- Support multiple service types on a single customer account
ResultsDelivered in just 11 months from project kick-off to system go-live, the turnkey solution is already helping Gibtelecom to improve its operational efficiencies and provide a superior customer experience.
“Since consolidating all services onto the Cerillion platform, we are now perfectly placed to leverage our convergent network capabilities with innovative service bundles and new enterprise offerings” said George Gaskin, Associate Director/Technical, Gibtelecom. “By providing a single point of reference for all services, the Cerillion system is giving us greater visibility and intelligence of how our network is actually performing.”
The new solution has enabled Gibtelecom to manage its entire triple-play portfolio through a single, unified user interface, allowing rapid rollout of new products and packages across both the consumer and enterprise customer segments.
By moving to a single convergent billing platform for managing its complete portfolio of fixed, mobile, internet, and business enterprise services, Gibtelecom has reduced the time taken to process payments as well as halving the time taken to process Gibtelecom’s billing cycles, further improving operational efficiency and ensuring timely bill delivery.
“Gibtelecom has been putting CRM Plus through its paces since it was introduced late last year, and we are already seeing operational benefits being achieved.” said Tim Bristow, CEO, Gibtelecom.
“Customers seem to like the new bill format and are pleased with the streamlined interaction and experience with our customer services teams.”