Our Clients

Case Studies

Vertek On-Demand Engineering—VPN (Virtual Private Network)

The Business Challenge

A Midwestern incumbent local exchange carrier (LEC) was interested in deploying its new network-based VPN service to the market quickly. Because network-based VPN was a new technology and different from anything they had sold before, the post-sales provisioning cycle was likely to require continuous changes as the product’s technology, sales strategy, contracting, pricing, and order management processes were refined.

The Vertek Solution

The LEC engaged Vertek to create a best-in-class VPN Order Engineering Center (OEC). Vertek delivered an ordering and provisioning solution that resolved technical issues for the customer, significantly increased time to market, quickly removed the sales force from the post-sales processes, ensured an outstanding customer experience, and delivered accurate ordering information to service suppliers. Vertek acted as a single point of contact for the customer, operating under the LEC’s name, and guaranteed accurate billing. Vertek’s highly trained VPN engineers developed new processes for the LEC that were extensively automated and located them in a cost-effective, centralized environment. Within three months, the Order Engineering Center was fully operational.

The Net Result

The OEC provided the following key benefits to the LEC:

• The efficient management of orders involving over 9,000 domestic and international VPN sites
• Outstanding customer satisfaction ratings based on customer surveys
• Best practices for Order Entry and Billing
• Ordering error rate less than 5% for complex VPN service offerings
• Billing accuracy greater than 95%
• Credits as a percent of revenue for order entry related issues were lowered to 5%
• Minimal use of sales force time for post-sales ordering activities
• Constructive product management reporting including recommendations for product changes and financial revenue forecasting

According to the LEC’s VPN Product Manager, “Vertek provides tremendous value within short time frames. Our Product Line would not be nearly as successful as it is today without them.”

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