Sure delivers mobile, broadband, fixed line, data centre and enterprise solutions to consumers, corporate and public sector clients in seven jurisdictions: the Isle of Man, Guernsey, Jersey, the Falkland Islands, St Helena, Ascension Island and Diego Garcia.
Faced with a rapidly changing industry, Sure set out a strategy to transform its business operations and future-proof it for the digital world. With a core focus on delivering the best possible customer experiences, the digital transformation would need to address not only the needs of Sure’s own retail customers, but also enable its business customers to modernise and digitise their customer experiences too.
In December 2017, following a comprehensive and competitive tender process, Sure signed a contract for Cerillion to deliver a state-of-the-art multi-tenanted BSS/OSS platform which would enable Sure to offer fully digital services and experiences to their business, corporate and retail customers.
“ The telecoms industry is rapidly evolving and Sure is excited to be at the forefront with this multi-million pound investment in a purpose-built platform from Cerillion that will enable us to transform our business; future-proofing it for the increasingly digital world. ”
ChallengesAs the incumbent communications provider in Guernsey, but also a challenger in Jersey and the Isle of Man, Sure needed a convergent platform that would support its full triple-play portfolio and give them a competitive edge over the competition in terms of time-to-market, but also delivering operational excellence and efficiency.
Key BSS requirements for Sure included:
- Unify all prepaid and postpaid services in one convergent platform
- Support for triple-play portfolio and flexible service bundling for both retail and business customers
- Multi-tenancy, multi-currency, multi-taxation enabled system to operate all business units from a single system
- Digital first customer experience through online self-service and mobile apps
- Pre-integrated BSS suite
- Finding the right-sized partner with in-house skills in deploying their own product, appropriate in-region experience and which could offer managed services
Cerillion implemented the Convergent Charging System (CCS), CRM Plus, Enterprise Product Catalogue, Revenue Manager, Service Manager, Self Service and Mobile App modules from its pre-integrated product suite. The company is also providing a comprehensive support service as well as a set of BSS managed services.
Delivered in just 15 months from contract to system go-live, the replacement of multiple legacy systems, each on different operating platforms, with one, convergent, end-to-end solution meant for Sure:
Consolidation of multiple bill runs
Reduction in bill cycle durations
Reduction of post processing activities associated with print files
Single vendor with a published roadmap
Single support desk that takes ownership of issues
Enriched customer experience for online self-care options
“The successful delivery, on-time and on-budget, of such a complex and challenging BSS transformation project is a fantastic achievement by Cerillion and my team at Sure. I couldn’t be more pleased with the outcome and the foundation for further transformation Cerillion now provides.”
Ian Kelly, CEO, Sure