MCT Telecommunications, a specialist provider of maintenance and support in the South African telecommunications industry, has invested in DVT Holdings' Radical help-desk application to ensure operational efficiencies in its customer management.
Radical is a locally developed customer relationship management (CRM) solution designed with a powerful customisable framework, business rules processor and a suite of adaptable applications to help manage front-office interactions and back-office operations.
As a specialised provider of management services for copper and fibre cable networks, and the supply of operational support systems for outside plant telecommunications applications and specialised technology applications, MCT Telecommunications required an application to assist with automated fault monitoring, maintenance and support of optical fibre cables, as well as CRM capability.
The system needed to integrate with FMS Insight, the fibre management system which enables MCT Telecommunications to maintain uptime in its customers' infrastructure by detecting abnormal events in fibre infrastructure, so as to ensure rapid restoration.
Reliability, simplicity, adaptability and a user-friendly interface were important factors in the search for the ideal application.
“In Radical we found the solution that suited our needs,” says Wesley Nash, manager of the network operating centre at MCT Telecommunications. “By integrating the software into our remote fibre test system (RFTS), we created a unique trouble-ticketing system that enables us to detect cable problems immediately.”
Using Radical's CRM capabilities, the integrated solution automatically sends alerts via e-mail and SMS to team members, who then run through an authorisation process to despatch technical assistance to repair problems.
“Radical will considerably improve our business processes. The monitoring of optic fibre in the telecommunications network is unique in South Africa, and the use of a solution such as Radical to enhance the process is probably unique in the world,” says Nash.
Stephen Groenewald, business unit manager at DVT, says Radical has enjoyed ongoing growth across a range of markets, from large call centres to national loyalty solutions but has proven in particular to be popular in the IT and CRM market segments.
“Radical's ability to easily integrate with MCT's RTFS fault logging solution, together with its well defined workflow and tracking capabilities, allows MCT to manage faults in near-time, and provides extensive service level management.
“The Radical dashboard and reporting capabilities will provide invaluable strategic information on which the company can plan its future offerings and enhance its services to the market.” says Groenewald.
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