DATALINX RETAINED TO EVALUATE AND OPTIMIZE PROCESSES IN GLOBAL DSL CUSTOMER CARE CENTER
Inclusive system assessment projected to save $20 million in two years
Tarrytown, NY – November 7, 2006 – DataLinx Corporation, an innovator in Consulting, Architecture Planning, OSS/BSS, and Integration Services, was recently engaged by a US-based ILEC to review and evaluate the performance of their world-wide DSL customer care operation for mass market data services. In the evaluation DataLinx was asked to focus on improving key metrics in Average Handling Time, One-Call Resolution and Percentage of customer self-service via voice and web portals.
Due to increasing numbers of DSL customers and the support costs associated with that growth, the ILEC was seeking ways to reduce the cost per call for DSL technical support. Before providing recommendations, DataLinx did a thorough review of the ILEC’s internal systems as well as a review of the competitive landscape. Upon completion of the project, the ILEC was provided with financially supported recommendations based on issues identified during management interviews, process reviews, work center observations, current technology, detailed reports, and competitive analysis. The recommendations delivered will all provide in-year ROI and are categorized into short term (<3 mos) and long term (9-12 mos) implementation timeframes. DataLinx accomplished this goal by deploying a small team of operations and technology experts with domain expertise in DSL technology and customer care processes. The customer is currently implementing the recommended solutions and is utilizing the DataLinx team to examine other segments of their mass market operation and the implications of new service offerings such as IPTV, VDSL, and VoIP.
Globally, DSL penetration is expected to continue for both residential and business customers, enabling providers to deliver new services to increase revenues. According to Michael Brusca, chairman and president of the DSL Forum, “DSL is the world's widespread broadband technology, and service providers are constantly evolving advanced next generation services to meet subscriber demand," continued Mr. Brusca. "It is vital that carriers evolve their access infrastructures and remote management systems to scale to customer demands and provide Quality of Service (QoS) for delivery of a mix of data, voice and video services.”
DataLinx delivers best in class consulting, technology and services that address critical business and operations challenges faced by service providers. The DataLinx proven methodology and field-tested experience assists service providers in the planning, development, implementation and support of efficient and scalable OSS capabilities. DataLinx professional services enable service providers to rapidly deploy new broadband services, efficiently manage mobile work forces, minimize customer churn and maintenance costs, streamline back office systems, and achieve maximum ROI on projects. DataLinx enables what’s next with a focus on rapid delivery of innovative solutions leading to measurable business value for its customers. With corporate headquarters located in Tarrytown, NY, DataLinx has additional offices located in Florida, Maryland, Ohio, Texas, Virginia, and Canada. For further information visit DataLinx at www.datalinx.net.