O2 is a leading provider of mobile services to consumers and businesses in the UK.

It is the leader in non-voice services, including text, media messaging, games, music and video, as well as always on data connections via GPRS, 3G and WLAN.

O2 (UK) is a subsidiary of O2 plc Europe part of the Telefonica group, which also owns O2 branded mobile operators in Ireland, Isle of Man, Czech Republic and Germany.

Built using the latest .net technologies, the innovative application helps O2 speed up service to customers / callers by reducing the time required to respond with the correct information…

Situation

The Help Desk of leading mobile telecom company, O2 UK, felt the need for a software service that would help them capture fault information about their products and services and enable them to keep this information updated.

In view of this need, O2 sought tarantula.net’s help for creating an online intranet content management tool that would help them not just capture data, but also enable the Helpdesk team keep the fault-related information current and updated using the tool.

FMT – Features @ a Glance

FMT is a content management service for capturing information on faults and their resolution; updating this information; and reporting on the tables’ usage.
• Web-enabled
• Built on ASP technology
• High Data encryption
• Search Options
• Automated e-mails to send alerts to authors for fault information updating, managing & tracking
• Reportula – powerful reports generation tool for all reports and dashboards
• Easy and user-friendly interfaces
• Customisable Screens and Fields
• All hardware, software and service independently managed by tarantula.net.
• Multilingual capability is possible, if required

Solution

Tarantula.net, a trusted software supplier for O2, built the Web-enabled Fault Management Table (FMT) that would enable O2 record, track and manage fault information across all its operating units.

With FMT, O2 is able to manage the fault information related to its products and services, and also track and update the technical content through a content management system integrated into the tool. Fault information includes data such as the problems reported about O2 offerings, the information for resolving these faults, related checklists and FAQs etc.

The FMT has enabled O2 helpdesk improve its service to customers/callers by reducing the time required to respond with the correct information. All the information is indexed, categorized, searchable being available in a single click. The system enables the helpdesk to check for answers to all problems regarding O2 products and services. The tool captures all technical data pertaining to problems and faults pertaining to O2 offerings, the details of the relevant contacts and departments, the global address list, etc.

The Web-enabled application also helps the authors keep the fault-related content updated. Automated e-mails are sent to the authors to alert them when a review is due on the content. Earlier, manually reminders were sent out by managers and this change has helped the company save time and speeded up the follow up processes and also improving the performance of the authors.

The FMT, in addition to managing all retail fault information across all of the O2 stores in the UK, also helps the company track and report on the table usage according to the fault criteria. The service speeds up fault reporting, updating and reporting on the usage, helping the organisation take the necessary strategic decisions and actions.

Business Advantages

Centralised global data: The innovative application acts as a central repository for all fault related information across multiple sites and regions. Easy access to information!

Rapid Search facility: Users can quickly search for information about faults!
Ease of use: The tool is simple and easy to use for both entering new fault information and updating the existing faults. No need for extensive training for users!

Quicker reporting of faults: Reporting of faults and their resolution is now easier and faster!

Faster response to updating targets: The service helps speed up updating the existing faults by sending out email alerts when the faults are due for review.

MIS Reporting: The reports are helpful in tracking and reporting on the types and numbers of faults across the organisation.

Integration with other applications: The system can be integrated with other intranets at O2.

Result

Central Repository of Fault related Information

The innovative FMT application acts as a central repository for all fault related information and makes access to this information easier to collate, capture, search, access and update.

The FMT helps O2 record service/offerings-wide faults, across multiple sites and countries.
The complete details of the fault and the resolution are stored and updated with the help of the FMT.

A Web-Enabled Service

The FMT is a Web-enabled software service is available 24X7, anywhere. It is readily accessible from anywhere within the enterprise – allowing the process of content management to be greatly improved, in terms of both time and resources management. All the information is readily available organisation-wide in a single click.

Data Encryption for Data Security

Data Encryption is done for security purposes and this ensures maximum security for the data entered on the system. The service is Sarbanes Oxley Compliant. Enabling Content Updating Management & alerts

One of the main features of the FMT service is email alerts, which allows O2 to send out email alerts to authors when the content review is due. It captures all types of fault information – the types of fault, the services types, and the information related to steps for resolving the faults.

The email alerting feature makes it ideal for management of content ensuring that the latest information is present on the tool. The tool gives an instant enterprise view across multiple sites and geographic locations in multiple languages. The service is deployable across an organisation to give a corporate-level view of the help desk information. The service allows real-time view on the faults related with the O2 products and offerings.

Configurability & Managed Service Options

The FMT is configured to suit the security related processes of O2. The central database is independently managed as a software service by tarantula.net.

Technology

The service is built using our core product Portula.net – a Content Integration Service, allowing users to publish content, report on data and manage process workflows.

It is ‘out of the box’ content integration, providing the ability to build multi lingual sites – all driven by common templates

About tarantula.net

Tarantula.net are specialists in software workflow solutions for enabling Business Processes. A trusted partner of UK’s FTSE100 companies, we have innovated and delivered several workflow-based applications through agile development processes using the latest of technologies. We have maximised the ‘software as a service’ proposition to the customers’ advantage by providing a fully-managed 24X7 Web-enabled secure access to our innovative software workflow services for enabling business processes.

Tarantula.net,
The Oriel, Thames Valley Court, 183-187 Bath Rd, Slough, Berkshire, SL1 4AA, UK
Tel: +44 (0)845 680 0045; E-mail: contact@tarantula.net