А1 Slovenia

CASE STUDY

Service Management Excellence at A1 Slovenija

Client

A1 SlovenijaAs the first private mobile operator in Slovenia, A1 Slovenija presented its services to the users in March 1999. Thus, competition started to develop in the Slovene telecommunications market. Knowing and understanding users, their desires and needs, as well as their changing habits, has become one of the key elements of good business practices. A1 Slovenija is a part of international telecommunication group – Telekom Austria Group. Strategic partnership with the world`s leading mobile operator Vodafone enables A1 Slovenija’s customers to experience global products and services. Sustainable business is becoming an increasingly important key performance indicator for investors. Here A1 Slovenija is among the Group’s leading companies, contributing to its higher value. At the end of 2013, A1 Slovenija reached a 30% market share and had approximately 400 employees, who worked on providing services for almost 700.000 users.

Approach

 

Bright Consulting partnered with A1 Slovenija to deliver an ITSM Transformation program with a goal to improve customer experience and ensure efficient processes. Key to the success of the project was Bright Consulting approach focused on Business Service Management Transformation aligned with A1 Slovenija strategic objective – customer experience.

 

Solution

Bright Consulting delivered an end-to-end ITSM solution aligned with A1 Slovenija corporate objectives for efficient and simplified IT processes:
  • Assessed  the current and future requirements across A1 Slovenija services, processes and organization;
  • Established a Transformation roadmap
  • Integrated and automated all IT processes in a single ITSM platform: BMC Remedy OnDemand
  • Ensured system maintainability and enhancement with on-going managed services;

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