Case Study: PostOffice

Post Office are one of the UK's largest fixed-line telephony communications providers with an established fixed-line and calls business with over 400,000 customers.

Using software solutions from Fintech Consultants, Post Office launched an upgraded range of products in October 2007 including lines, calls and - for the first time - broadband.

Our approach provided Post Office with the ability to roll-out quickly their new offering to a national market - whilst reducing technical and migration risks through the use of established white-labelled solution components.

Above: Fintech Consultants delivered an integrated multi-channel online capability for PostOffice HomePhone & Broadband. Featuring W3C Level AA accessible online sales and call centre channels, the solution also handles fulfilment requests for over 8,000 PostOffice branches. Multi-channel credit vetting is performed in real-time through Checkway for added security and revenue assurance.

Our solution forms a key part of the White Labelled Managed Services portfolio of integrated services offered by BT Wholesale. Customer acquisition, order capture/management and fulfilment orchestration capabilities are provided by our software in conjunction with voice and data services from BT OpenReach (WLR2 - Wholesale Line Rental), BT Wholesale (Wholesale Calls) and other third party trading partners (e.g. Venda).

Key points :

• Broad product portfolio support out-of-the-box
  • Complex provisioning orchestration made simple, including:
    • Line rental (WLR2 - Wholesale Line Rental)
    • Dynamic calls packages (Wholesale Calls)
    • Broadband
    • Email/internet services
    • Customer equipment (eg routers/modems/microfilters)
• Additional trading-partner specific adapters can be 'plugged in' as required
  • Zero-touch automation of most orders
  • Automated jeopardy monitoring and management
• Rapidly reduced time to market/reduced implementation risk
  • Tried and trusted solution components
  • Established technical platform and management
  • White-labelled solution components can be rebranded as quickly and easily
  • Proven back-end provisioning processes customisable for specific requirements
• Online channels include Disability Discrimination Act/W3C Accessibility compliance
• Encompasses multiple online/offline channels
  • Online (end user) portal accessible 24x7 to millions of PostOffice mobile customers
  • Customer service portal in use across multiple sites by 500+ agents
  • In-branch ordering available in over 8,500 post office branches
• Enterprise integration
  • Credit vetting/eligibility checking in real-time in conjunction with Equifax
  • Billing & real-time payment processing integration
  • MIS integration
• Industrial strength technical implementation
  • Underpinned by BEA and Oracle technology

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• White-labelled portal components - reduce time to market, reduce implementation risk
  • Fintech Consultants have developed a suite of product-driven portal components to enable the rapid roll-out of online sales channels. These components are white-labelled and readily rebrandable to suit a communication provider's desired look and feel. Since the underlying components themselves are standardised and genericised, alterations to the branding or look and feel can be undertaken rapidly with minimal implementation risk.
• Disability Discrimination Act compliance - enabling sales channels for all members of the community
  • The online sales portal includes Level AA W3C accessibility and Disability Discrimination Act compliance as standard. These exacting standards ensure that online applications are equally usable by all members of the community and can act as a differentiator within the market.
• Credit vetting integration - reduce credit risk, know who you are dealing with
  • The solution uses Fintech Checkway, which provides real-time address/residence verification and credit vetting in conjunction with Equifax across all channels. This significantly reduces credit risk and ensures a better understanding of the customer profile.
• In-branch (offline) ordering capability - broadening the channel to 8,500+ branches
  • PostOffice operates one of the UK's largest retail networks across over 8,500 branches. The PostOffice® HomePhone with Broadband Extra and PostOffice HomePhone® is available in every UK Post Office branch. Orders placed over the counter are aggregated and routed into Fintech's Checkway Gateway adapter for zero touch credit vet and provisioning. In the event that an order fails credit vet, it is automatically routed to the customer service centre to enable an agent to manage the customer's expectations.
  • Orders originating in-branch are automatically processed using the same underlying fulfilment workflow as orders originating online or via the customer service centre. This ensures a consistent approach to credit vetting and order processing across all channels and significantly reduces the manual intervention required to process orders whilst also distributing the order capture process across the branch network.

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