Operational Support Systems

Operations and business support systems are the backbone of all organizations and in a large number of ways should be considered the key to stable customer growth. 

Our independent consultant team has decades of experience improving operational efficiency and customer satisfaction through service development and automation, development of administrative portals, complex workflow implementations and customer service CRM solutions.

Our OSS/BSS services include:

Research

  • Identify open source or commercial solutions available to meet operational requirements and processes.

  • Evaluations of 3rd party vendor solutions.

  • Proof of concept development and assessments.

  • Time study reviews for efficiency opportunities.

  • Assessment of available operational reporting enhancements.

  • Analysis of existing metrics data collection methods and potential solutions.

Definition

  • Design solutions for internally developed systems, portals and platforms.

  • Orchestrate 3rd party integrations with internal systems and processes.

  • Identify optimal “Buy / Build” ratio given operational gaps, budget, skillset and timeline.

  • Document technical requirements necessary to build and deploy solutions.

  • Create initial project plans for PM departments.

  • Communicate initial training needs at all department levels.

  • Define and standardize APIs and consumer portals for efficient operations and maintenance.

Management

  • Lead ROI analysis and provide detailed recommendations for improvements.

  • Oversight of improvements development and implementation.

  • Guide efforts related to systems integration and ecosystem development.

  • General implementation direction and support for PM department.

  • Insights regarding consumer / service user interface design for customer and administrative portals.

  • Assessment of operational and technical staff for required skills needed to operate OSS/BSS solutions.