Company
BNET is Bahrain’s national broadband network responsible for the design, construction and operation of Bahrain’s Fiber infrastructure. It provides wholesale products and services to licensed service providers in line with the Kingdom’s telecommunication regulations. BNET is a key part of the 5th National Telecommunication Plan (NTP5) to develop the growth and economic diversification of the telecommunication sector, including rolling out a Fiber optic network to 100% of all businesses and 95% of all households across the Kingdom of Bahrain.
Challenge
Bnet is a key part of the Kingdom of Bahrain’s fifth National Telecommunication Plan to develop and enhance the telecommunication sector. Charged with enhancing connectivity and providing a seamless delivery service for all private and enterprise sectors, Bnet understood the complexity of operating at a national scale and identified some key challenges that need to be addressed to ensure success of their service rollout strategy.
- Accurate Time slots for customer service requests.
- Automated scheduling of the best available technician.
- Accurate digital field documentation for compliance tracking.
- Workflow orchestration to ensure accuracy of service delivery.
- Efficient exception handling to maintain service continuity.
- KPI and SLA adherence tracking to comply with corporate and regulatory standards.
The Bnet management team felt it critically necessary to address the challenges swiftly, using advanced technology to drastically reduce manual processes and administrative burden. To achieve this goal, Bnet needed to identify a best in class apparatus that can be deployed quickly and effectively to achieve the objective.
Solution
The Bnet team engaged Arrow Labs to help create a comprehensive solution for managing the service delivery operations and accurately capture information from the field to be readily available for decision-making and resolution actions.
To meet the set objectives, it was clear that innovative automation that streamlined field response was the way forward.
With MIMS by Arrow Labs providing a unified service management solution, BNET integrated Arrow Labs’ MIMS technology to automate its service provision and manage its workforce more efficiently. 11 MIMS modules including ‘Task’, ‘Asset’, ‘Incident’, ‘Locations’ and ‘Allocation Management’ have been deployed, running on the back-office web portal and mobile app for BNET’s delivery team.
BNET integrated all its key systems, including MIMS to provide a seamless service delivery operation. This includes Enterprise Resource Planning and its Business Support Systems to achieve full automation, from client request through to service activation.
Value-adds of MIMS for Bnet include:
Communication
Communications capabilities ensured “in process” communications were properly sent, received, and acted upon. This meant operation teams could dispatch a task to a field technician, track its progress and follow compliance procedures. A technician could also raise an incident from the field; attach media and information for the control operator to respond with the required resolution procedures.
Electronic Work Order
The ability to electronically capture and store every work order detail in a central repository along with associated actions and resolution steps that were taken by each party. MIMS easy-to-use interface provides an organized history trail for each work order to help managers retrace steps taken and ensure compliance with audit standards.
Real time capacity-based management
Automatic scheduling of customer service bookings based on real time analysis of available technician capacity in each geographic area.
Automated Accuracy
Location tracking, shift, and duty modules that enable efficient management of the field force and eliminate errors by sending the right actions to the right person as well as dispatching incidents based on availability and location, thus minimizing travel time.
KPI Tracking & Business Intelligence
MIMS has powerful dashboards that can be benchmarked against historic and real-time data, so information from processes that are currently running can be used to make immediate more-informed decisions.
Accurate Material Consumption Tracking
Real time tracking of materials consumed in work orders reflected instantly across material stores in the ERP. Automatic validation of installed CPE’s at end points supported by a digital audit trail on every CPE.
Results
Bnet engaged the Arrow Labs team from conception to model the processes and workflows. This enabled Arrow Labs to deliver the solution ahead of schedule, with enhanced additional automations and improved the productivity and efficiency of the operation.
Salah Abdulraheem, Chief Digital Platforms Officer at BNET said:
“Our partnership with Arrow Labs is aimed at optimizing our productivity and efficiency levels as a company. This ultimately supports our efforts to achieve our goal of ensuring a resilient digital communication infrastructure in the Kingdom, while remaining focused on delivering an exceptional customer experience with a reliable and consistent service.”