Being a market leader comes with specific responsibilities. Early on, Grupo TVCable realized that adding VoIP services would address a growing market need and also entice new customers to sign up for an attractive product bundle: TV, Internet, and telephony (triple-play). VoIP telephony provided a viable alternative to traditional fixed telephony for tens of thousands of households. But the introduction of tripleplay required new, flexible back office systems to assure smooth orderto-bill process support while guaranteeing high levels of customer satisfaction. Moreover, Grupo TVCable’s billing and customer care systems were decentralized, with each geographical region managing its own local customer base and billing operations. As the company grew, this setup became very inefficient and difficult to manage. A new system was needed to bring it all under one roof.
