Our client is a centralised operation for a mobile Telecoms operator implementing and maintaining the core infrastructure (software, hardware and network) for its “Customers” – Over 30 different subsidiaries, known as “local markets” – to enable them to deliver products and services to end consumer customers.

The Challenge

Manual and cumbersome demand processes in need of a redesign – Customers had identified problems with their current demand process (consisting of manual spreadsheets) for capturing and assessing local market’s future requirements to enable the operation to forecast resources, infrastructure and budgets needed to meet the demands.

Over 1000 different spreadsheets and versions capturing vital forecasting data – Requests are broken down into budget items specifying the hardware, software, and professional service resources required which each local market captures in its own customized spreadsheet and transmits via email. There would often be over 10 different versions of each spreadsheet, making it difficult to track and reconcile changes to the data.

Poor data quality – lack of information and detail provided by customers made it difficult to accurately forecast requirements and effectively manage data centre capacity and stock availability. This resulted in having to quickly react to customer needs and often not being able to respond quickly enough.

Undocumented non-standardised processes – each of the local markets have unique data sets/processes for planning and forecasting, making it challenging for anyone other than the local process owners to understand and support.

Kumoco’s Solution

Given Kumoco’s track record of successful ServiceNow delivery, Kumoco were selected to design and implement a new online Demand Management portal to provide a single “front door” to our client’s central operation, with responsive design so that it could also be used on tablets and mobile devices.

Kumoco provided project management, business analysis and ServiceNow development expertise and adopted an Agile delivery model enabling us to meet the aggressive timelines and deliver an MVP within 2 months.

As part of this approach, and given the challenge of having unclear requirements of the solution, we worked with the stakeholders to show early and iterative versions of the solution (wireframes, mock-ups, prototypes), allowing us to garner early feedback and validation to ensure that we were meeting stakeholder/customer needs with our solution.

Benefits Delivered

With a single, consolidated view of Demand plan across the local markets, this has enabled our client to proactively rather than reactively manage resources resulting in improved CAPEX spend control and minimised excess expenditure.