Major Financial Institution Employs Symphony SMS For Customer PBX Station Services

Business Challenge
A large Telecom provider signed a contract to supply PBX station voice services to a large
international Financial Institution with 40,000 stations on 50 PBXs. The contract required a Help
Desk to manage all troubles and Moves, Adds, Changes and Deletes (MACD) requests for all
PBX stations in the US and UK. The contract contained very strict SLA requirements and
extensive monthly reporting.

Solution
Symphony SMS was contracted to provide Requests management, which is used for all one-time
billing and SLA reporting; management and tracking of the Inventory, which contains each PBX
station; and the Billing and Reporting solution. The EMS (expense management system) solution
was selected because of its comprehensive integration of the Inventory and Request modules,
which support all the information required for the Billing solution, including one-time and recurring
station charges, as well as call accounting. The EMS Billing module is executed monthly to
produce all the monthly charges and reports.

Results
As a result of implementing Symphony SMS’ integrated EMS solution, the customer has
completed all MACD requests within the SLA requirements 96% of the time. The cost allocation
for all station services is produced monthly with backup reports and an automated interface to
the corporate GL system, thus reducing manual processes and providing accurate financial
information on time.

About Symphony SMS
Symphony SMS offers an End-to-End TEM Outsourcing Solution – a holistic approach that drives productivity, controls costs and enables clients to utilize telecom to create profitable technical, operational and accounting business solutions.