Featured Case Studies - Chess Telecom

Chess Telecom is one of the UK’s fastest growing telecoms companies specializing in the SME sector, providing a comprehensive communications product portfolio including mobile, fixed line and calls, BlackBerry, broadband and VoIP.

MOTIVATION

WLR3 provided Chess Telecom with the opportunity to compete with BT Retail on level terms, providing exactly the same products and services. This gave it a competitive edge as a low cost operator with a reputation for high quality services. But to take advantage of this opportunity, Chess had to procure the right technology solution that provided that same high quality in managing orders and faults – a system that was equal to or better than that of BT Retail itself.

Chess Telecom recognized the tremendous potential offered by WLR3 in providing open access to information and improving operational efficiency, with much greater speed, security, accuracy and ease of fulfilment, communication and assurance.

WLR3 could provide Chess with faster order processing and appointment scheduling, fewer rejected orders, enhanced number reservation, more accurate and comprehensive customer information and better testing and fault reporting. It presented an opportunity for further significant growth by Chess Telecom.

CHALLENGE

Telecom companies already had a means of communicating with BT and its new Openreach subsidiary – WLR2. But WLR2 had limited capabilities and ceases to be operational in June 2011. Openreach specified that telcos that wholesaled its lines must operate to the WLR3 standard.

It was also important that Chess’s existing customer management system, using the WLR2 standard, was integrated with WLR3 as well as other existing business systems.

Chess needed further requirements to enable the system to drive improvements to its operations. These included automating provisioning processes to reduce the manual inputting of data, the manual monitoring of processes and paperwork. Chess also had specific requirements as a supplier to other telcos acting as line resellers, who would access WLR3 via Chess’s system to control their clients’ contracts. Benefits from this arrangement include reducing Chess’s costs in servicing resellers and making Chess more attractive to resellers by improving the service they are offered.

“We chose Singularity because they have a great product, they listened to our needs, they understood our business and they could deliver a solution fast. Our investment in WLR3 allows us to raise the bar in terms of providing exceptional service for our customers and partners.”

Julie Wright,
Operations Director,
Chess Telecom