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Case Studies

Global Network Customer Migration from One Leading National and Multinational Service Provider to Another

The Business Challenge

A leading national and multi-national telecommunications company dissolved their joint venture with a leading European telecommunications provider. As a result, the service provider needed help migrating 922 Frame Relay, ATM and VPN customers to their new Global Network as it was being constructed.

The Vertek Solution

The service provider chose Vertek to upgrade the multinational customers, excluding bilateral sites Canada and Mexico. Vertek managed each customer’s migration to the new network by:

• Researching and identifying the customer’s existing network
• Diagramming the network sites to be migrated
• Resolving customer communications issues by conducting a kick-off meeting with the sales teams and customers to identify networks and resolve discrepancies
• Project managing each port, PVC and access order to completion
• Providing complete systems bill review of migrated port, PVC and access components
• Ensuring cost savings were achieved by validating that the former service was no longer charged to the customer’s bill

The Net Result

Vertek successfully identified the customers that were ready to move and worked closely with the customer care center to perform the migration. In doing so, Vertek project managed the migration of over 2,000 customer networks, consisting of over 7,900 Ports and 11,000 PVCs. Vertek researched and authored Level 1 to Level 4 process documentation to support the entire migration. Throughout the project, Vertek continuously identified and reported process breakdowns, customer satisfaction, and migration improvement strategies.

A root cause analysis was provided concerning those sites not migrating to the new network, which included movement to other internal services, loss to competition and customer site reduction. Vertek also provided a root cause analysis of issues resulting from provisioning and billing discrepancies including the issue, cause and possible preventive action.

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