Great Plains Communications, a major regional service provider with an impressive 18,000-mile fiber network spanning 13 states, is actively transforming its operational and billing support systems (OSS/BSS) to better serve its diverse customer base. This ambitious undertaking is led by Katie Curtis, the Chief Information Officer, who brings invaluable experience from her previous role at Zayo. The overarching objective of this transition to a cloud-based architecture is not just to streamline operations and improve customer experience but also to future-proof the network for upcoming technological advancements. By modernizing its OSS/BSS frameworks, Great Plains Communications aims to set a new benchmark for efficiency and customer satisfaction in the telecom industry.The company’s expansive fiber network, offering community access rings along with last-mile and middle-mile connectivity services, underscores the significance of this transformation. The initiative seeks to create a seamless and efficient customer ordering and service management process. A robust and reliable cloud-based architecture is key to achieving this, enabling the company to better handle increasing customer demands and stay competitive in a rapidly evolving technology landscape. The commitment to leveraging cloud technologies indicates a forward-thinking approach, with the ultimate goal of aligning technical systems with customer journeys across different interaction channels. This article delves into the various stages of this shift, exploring the initial steps, alignment of billing systems, automation of service provisioning, and broader industry trends driving this transformation.
Transition to Cloud-Based Architecture: Initial Steps
The first significant step in Great Plains Communications’ digital transformation involved migrating its inventory systems to the cloud. This foundational move covered all serviceable assets, primarily fiber, and to a lesser extent, copper and hybrid fiber coax. Katie Curtis underscores the importance of this migration as a precursor to more comprehensive digital solutions. An accurate and updated inventory system is crucial, as many telecom companies struggle with inventory mismanagement. By migrating these systems to the cloud, Great Plains is setting the stage for more efficient and scalable operations, allowing for improved customer service and streamlined internal processes.To facilitate this transition, Great Plains Communications selected Vetro Fiber Map and Circuit Vision. These platforms effectively migrated both physical and logical assets to the cloud, ensuring the company’s operations are more streamlined and capable of scaling along with customer demands. The transition to cloud-based inventory systems reflects an understanding of the critical role accurate data plays in service delivery. This move aims to remove traditional bottlenecks in customer ordering and service management processes, enhancing both operational efficiency and customer satisfaction. By adopting these advanced cloud solutions, Great Plains Communications is better positioned to implement further technological innovations and respond quickly to evolving market needs.Aligning Billing Systems with Cloud Architecture
Following the successful migration of inventory systems, Curtis now focuses on transforming the company’s billing systems. This phase aims to align the billing infrastructure with the newly developed cloud architecture, enhancing the support for innovative applications. Scheduled for an October rollout, this transformation will introduce a new digital experience platform aimed at improving customer journeys across various interaction channels. The revamped billing system will integrate seamlessly with customer data, allowing for personalized and responsive service delivery. From traditional call centers favored by older generations to advanced mobile platforms preferred by younger customers, this comprehensive approach ensures that all customer interactions, regardless of the channel, are handled efficiently and promptly.The updated billing systems will not only cater to diverse customer preferences but also enable Great Plains Communications to offer more innovative and flexible services. This transformation marks a significant step in the company’s journey towards creating a more customer-centric operational model. By aligning the billing processes with the overall cloud architecture, the company aims to provide a unified and streamlined experience that enhances customer satisfaction. Curtis points out that this alignment is essential for realizing the full potential of the cloud-based systems, making it easier to introduce new services and respond swiftly to customer needs. The expected outcome is a more agile and efficient billing process that aligns with the broader strategic goals of the company.Automating Service Provisioning with Blue Planet
A forthcoming initiative involves testing Ciena’s Blue Planet provisioning software, expected to take place in August. This software is designed to automate the service provisioning process, initially targeting residential customers. The ultimate goal is to create a unified platform capable of serving both residential and commercial clients. Automation aims to improve efficiency by allowing customers to place orders through a digital experience platform that integrates seamlessly with the company’s order management systems. Curtis acknowledges the complexities involved in automating service provisioning but remains optimistic. She cites the successful implementation of similar platforms like Colt Technology Services’ On-Demand platform, which enables customers to provision and adjust circuits within minutes. Such automation could significantly reduce delays between service quotations and activations, a common customer frustration.Besides improving operational efficiency, the automation of service provisioning is envisioned as a way to enhance customer satisfaction by reducing wait times and increasing service reliability. The anticipated implementation of Ciena’s Blue Planet will act as a critical component of Great Plains Communications’ broader strategy to leverage cloud technologies for operational excellence. The trial of this software in August represents a key milestone in the company’s ongoing digital transformation. If successful, the automated provisioning process will pave the way for more seamless service delivery, from order placement to activation. By embracing cutting-edge technologies and learning from industry best practices, Great Plains Communications is positioning itself as a leader in harnessing cloud-based solutions to meet customer needs more effectively.Industry Trends and the Future of Telecom
Great Plains Communications, a prominent regional service provider boasting an 18,000-mile fiber network across 13 states, is in the midst of overhauling its operational and billing support systems (OSS/BSS). Spearheaded by Katie Curtis, the Chief Information Officer with rich experience from Zayo, this significant transformation aims to migrate to a cloud-based architecture. The goal is not only to enhance operational efficiency and customer satisfaction but also to future-proof the network against upcoming technological advancements. By updating its OSS/BSS frameworks, Great Plains Communications hopes to set a new standard in the telecom industry.Their extensive fiber network, which includes community access rings as well as last-mile and middle-mile services, highlights the importance of this transformation. The project aims to establish a seamless and efficient customer ordering and service management process. A cloud-based architecture is crucial to meeting increasing customer demands and maintaining competitiveness in a rapidly evolving technological environment. The company’s dedication to cloud technologies reveals a forward-thinking vision to align technical systems with customer journeys across various interaction channels. This article delves into the transition’s stages, such as the early steps, billing system alignment, service provisioning automation, and the broader industry trends motivating this change.
