Customer case

Selection for a Service Management Center & Technical Management Center

Mon 11 Jun 2018


This African operator wanted to set up a Service Management Center (SMC) and a Technical Management Center (TMC) to develop customer-centric operations to increase quality of service, and to win back mobile customers. It requested Sofrecom’s support to make the right technical and operational choices and ensure an optimal and long-lasting performance.


Through a series of workshops our consultants first audited the existing tools and organization then performed a gap analysis versus the target information system. They then managed the RFP from beginning to end: definition of specifications, analysis of responses, supplier selection and negotiation. Finally, they defined the level 3 processes to be applied in the SMC/ TMC


Our consultants’ independent and rigorous approach enabled the operator to obtain a solution perfectly adapted to its needs and aligned with market best practices and prices. Our client can be sure of the quality of the technological choices, of the equipment interoperability and of the solution evolutivity. Immediately, the operator was able to measure improvements in quality of service as the duration of incidents reduced significantly.