O2, the leading telecom operator in the Czech Republic, has appointed Pro Document Services (Prague, Czech Republic) in partnership with Inventive Designers (Antwerp, Belgium, manufacturer of Scriptura Engage) to implement centralized OMS (Output Management System) as part of a strategic core IT infrastructure change plan. With this transformation O2 has the objective to significantly save costs, to improve its ability in responding to the high competitive market requirements and to better service and maintain its customer base.
The new OMS solution will generate and manage batches of invoices (and attachments) over 20 million pages per month as well as ad hoc documents for CRM, ordering and other agendas. Furthermore, it will manage both paper-based and digital customer communications in one central platform, Scriptura Engage, instead of the current systems. Entirely integrated within this digital-first communications platform Archiva, the high-performance and high-volume archiving solution created by Pro Documents Services, will enable automated digital archiving making the documents on-line accessible by users as well as customers.
The implementation by Pro Document Services has started in middle of 2015. By the end of 2016, O2 estimates to go live with the new invoicing and other processes.
Customer communication as strategic competitive advantage
Mr. Radim Woznica, Head of Architecture, Analysis and IT Transformation department at O2 Czech Republic says: “The new solution brings O2 a robust platform enabling the telecom provider to compose and distribute complex and sensitive communications accurately, fast and through the customer’s preferred channel. This is one way to improve customer experience, a key skill most disruptive players in the telecom business have in their DNA. Moreover, the platform makes sure that O2 is not only equipped to today’s industry standards, but that it’s also future-proof.”
The power of a partnership
The partnership between the services company in the Czech Republic and the software developer and vendor in Belgium goes way back and is to be called a smart, trending collaboration in today’s globalized enterprise IT world. Joke Dehond, chairwoman of the board at Inventive Designers, adds: “It goes to show that the combination of state-of-the-art software and local servicing based on profound know-how and experience is a big win for organizations that need flexibility, personal follow-up and true collaborative engagement, given the fact that we as rather small but agile players in the Customer Communications Management (CCM) market won this and also other deal against larger, global competitors.”
“Scriptura Engage greatly responds to the requirements for comprehensive, open-standards technology to acquire a truly centralized communications hub interacting with all core business agendas like billing, CRM and ordering,” says Zbyněk Zbořil, Business Development Director and Co-owner of Pro Document Services, “and it allows us as an integrator to successfully fulfil our services assignment at our local customers.”
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