Rapid deployment of number porting portal for Major Global Telecommunications provider

7,000

Accounts

10,000

Users

54,000

Telephone numbers

6 weeks

Concept to deployment

Customer Outcomes

  • Customer could outsource the hosting and creation of the number porting portal without involving tying up resources
  • Rapid deployment - concept to launch in less than 6 weeks
  • User experience closely mimics existing portal experience.
  • M-Connect: Digital Workplace included all required functionality, including security, e-Signature, online forms, data ingestion and reporting dashboards.
  • Secure hosted and managed cloud portal/ digital workplace in a box 
  • Access to port progress dashboards for account holders and internal staff

Company Overview

An American-based major Global Communication and Service platform (CPaaS) provider that enables their clients to engage with their customers across multiple channels, including SMS, voice, video, WhatsApp, email, and more. The company provides a cloud platform for its customers to seamlessly integrate with different software packages and be easily customizable.

This CPaaS platform has enabled enhanced customer service and simplified user interactions for major companies like Lyft, Airbnb, and Netflix.

Project Background

The Major Global Telecommunication platform company was switching from one underlying network provider to another and needed to migrate approximately 7,000 of its clients and 54,000 numbers prior to the effective date of the switch.

In order to execute this migration, each account owner had to sign a “Letter of Authorization,” an official form authorizing the migration via the HelloSign e-Signature platform. However, LOA’s are country/provider-specific. The customers had to deal with 33 different LOA templates featuring different languages, formats, properties, and execution criteria to find the correct one for their account, making the process even more complicated and exhausting.

In addition, the client wanted to provide the highest level of service for their accounts where a representative could assist the account holder in making bulk authorizations.

To monitor the progress of the number port over time, the company also required several dashboards tracking the status of each account and number for audit purposes.

TEAM IM’s Unique Approach

Through a referral from HelloSign, TEAM IM was introduced to the company’s project requirements. TEAM IM Augumented HelloSigns functionality to provide a more unique interface experience and branding for the client.

TEAM IM leveraged their M-Connect Portal platform to create a web application that enables account holders to register, login, view, and select numbers to be ported or released in a speedy and efficient way. TEAM IM’s existing M-Connect platform and existing integrations with HelloSign e-Signature provided the solution out of the box. M-Connect used an existing integration with HelloSign to:

  • Generate the correct LOA for the account owner from a series of LOA templates
  • Facilitate the authorization of the numbers to be ported
  • Interface with the client Service Desk to have the requested action from the LOA released upon execution, greatly improving the overall cycle time for the port

 

Project Highlights

  • Upgraded and migrated M-Files Cloud to M-Files On-Premise
  • Reviewed and updated vault configurations using industry best practices
  • Upgraded and refreshed Development Test Environments
  • Providing ongoing Enhanced Support

Software Involved

  • M-Files Online (Cloud)
  • M-Files On-Premise

Value to the Customer

  • Better management of valuable content and improved collaboration
  • Improved control of the M-Files platform
  • Support service leaves Regency resources to focus on core business

Project/Engagement Details

The primary objective was to create a number porting Portal which sends and tracks notifications, LOA executions, and number porting status by the client so that all numbers and accounts can be ported, released, or expired by EOY2021.

The company had to migrate all numbers from one telephone network to another by the effective date. They wanted to outsource the creation of a portal that would:

  • Facilitate the interaction with their account holders to inform them of the need to port or release numbers
  • Expedite the authorization of numbers to be ported
  • Track the status of the migration as a whole and for each account and number

The client needed to execute quickly, which required an existing Portal platform that would meet their strict security requirements, as well as a professional services team that was able to rapidly build and deploy a custom solution within a 6 week period.

TEAM IM successfully integrated the M-Connect Portal platform, creating a web application that facilitates account holders to register, login, view, and select numbers to be ported or released. TEAM IM authorized 7,000 clients and 54,000 numbers quickly and efficiently, providing an entire solution for the company. This unique process also allowed the customer to subscribe to the platform for shorter than the typical 12-month term and allowed extensions as a pay-as-you-go basis.

Inbound Marketing

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Project Highlights

  • The unique approach allowed a quick start and rapid deployment to 7,000 account holders to port 54,000 numbers 
  • TEAM IM provided a Microsoft Azure securely hosted SaaS Portal platform that provided the required functionality
  • TEAM IM's flexible deployment approach, allowed customer changes throughout the process
  • The secure web portal provided access for client’s account owners, to execute LOA's authorizing number port or release.

Software and (Cloud) Services Involved

  • M-Connect : Digital Workplace
  • M-Connect: Electronic Forms
  • M-Connect: Bulk data ingestion
  • M-Connect: Notifications
  • M-Connect: Reports and Dashboards 
  • HelloSign e-Signature & templates
“TEAM IM was able to deploy a company-branded Portal, providing the required functionality and containing account data for some 7000 accounts, integrated with HelloSign and customer systems within just 6 weeks.”

Volker Schaberg
Chief Operating Officer

About TEAM IM

TEAM IM is a global enterprise solutions and technology company. Utilizing best-in-class technologies to put unstructured data to work, TEAM IM has successfully implemented thousands of business solutions across a diverse spectrum of organizations of varying size and industry focus. TEAM IM’s offerings include expert professional services, managed services, custom development, and solutions in many areas, including Content Management, Records Management, Automation, Analytics, and Collaboration.

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“TEAM IM was able to deploy a company-branded Portal, providing the required functionality and containing account data for some 7000 accounts, integrated with HelloSign and customer systems within just 6 weeks.”

Volker Schaberg
Chief Operating Officer