operation and maintenance

improving customer satisfaction through better technical operation

While facing an increasing competition, mastering a high-quality network and services help the telecom operator to take the lead. An efficient Operation and Maintenance (O&M) organisation built over proven processes is absolute must. Optimal O&M means a permanent and accurate monitoring of network and services availability and QoS, this helps the operator to be highly reactive to fix the issues and to ensure a high level performance. Efficient O&M would definitely contribute to OPEX and CAPEX control so relevant in current economic situation.

A complete range of services

Sofrecom, as being part of the France telecom - Orange group has gained a strong experience and a high level technical expertise on network building, operating and reengineering projects. Its services are appreciated by clients facing a variety of O&M challenges:

Audit, benchmarking, target organisation study

staffing
processes
tools

Outsourcing contract analysis

Sofrecom provides the technical and organisational assistance to establish and monitor outsourcing contracts, ensuring maximum value creation for the client. Sofrecom supports during analysis of the contractual conditions (financial ratios, performance, ROI, etc…) and guarantees the best possible return on investment.

Maintenance organisation

In operator reengineering «crash programs»*, Sofrecom’s role is to define an urgent upgrade of an unsatisfactory situation taking into account the operator’s strategic orientations. It proposes management methods and specifies necessary supervision tools.

Maintenance implementation

define key performance indicators (KPI)
identify dashboards to enable overall network performance analysis and support investment decision-making
define preventive and remedial maintenance
manage maintenance kits
develop support policies.

O&M process overhaul

training and know-how transfer to local teams
operation procedures definition
maintenance procedures definition
local training teams and know-how transfer
NOC operation support (Network Operation Centre).

Proven benefits

Enhanced customer care

overhauled processes with emphasis on the customer service ethic
moving from an equipment-centric to a customer-centric organisation, from reactive O&M to proactive O&M evolution
accelerated project rollout
high-performance tools to guarantee an outstanding QoS from the launch
greater customer satisfaction.

Optimised CAPEX and OPEX

tools centralisation
potential gains on infrastructure, personnel and expenses
renegotiation of outsourcing contract terms.

* emergency refresher course programme for operators


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