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Scenario 07: ConnectAll Communications

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Practice Information

Difficulty: Intermediate | Time: Designed for 90-120 minute prep window No solutions are provided. Build your solution artifacts before checking the worked solutions.

Before You Start

Read this scenario twice using the Two-Pass Reading Method — once for understanding, once to extract implicit requirements.

Project Overview

ConnectAll Communications is a regional telecom provider delivering broadband, digital TV, landline phone, and mobile wireless services across five US Southeast states (NC, SC, GA, TN, VA). Founded 22 years ago as a cable TV operator, it has grown through organic expansion and three acquisitions of smaller regional providers.

AttributeDetail
HeadquartersCharlotte, NC
Employees4,500 total
Retail stores85 across service territory
Call center agents650 across 3 call centers
Field technicians1,200
Residential subscribers1.8 million
Business accounts120,000 (SMB through enterprise)
Annual revenue$3.2 billion
Growth6% residential, 12% business
RegulatoryFCC, state PUC, CPNI, TCPA

The Chief Transformation Officer has secured board approval for a multi-year CRM replacement program. Phase 1: 18 months, $12M budget. Total program: $38M over 4+ years. Monthly churn rate is 1.8% (vs. 1.2% industry average), losing 14,000 subscribers/month. The CTO has flagged deployment conflicts — last quarter a conflict caused a billing outage affecting 340,000 customers for 6 hours. The VP of Product notes it takes an average of 3 weeks to configure each new promotional offer (47 launched last year).

Current Systems and Pain Points

SubscriberHub (Custom CRM): 15-year-old C#/.NET on SQL Server, 12 on-premise Windows Servers. Original dev team has departed; 2.1M lines of code with minimal documentation. Agent screen loads average 8 seconds; search times out for common surnames. Four separate customer data models (cable, broadband, phone, mobile) loosely linked by account number. Business customers stored in residential tables with workarounds (company name in “Last Name” field). No API layer — all integrations via direct DB queries and stored procedures. Desktop-only; no tablet or field technician access.

Amdocs BSS/OSS Suite: Financial system of record for billing, order management, provisioning, and network inventory. Processes ~$270M/month in billing. Maintains 2,500 active products/bundles/promotions. Handles order orchestration (activations, upgrades, disconnects, transfers). SOAP/XML and batch (flat file) interfaces. Contains 108M billing transaction records (5 years). Complex rating rules: time-of-day mobile pricing, usage-based broadband overages, cross-service bundle discounts, promotional step-up pricing. Amdocs product catalog is the master.

Genesys IVR/Call Center: Routes ~180,000 calls/month across 3 centers. Uses a replicated SubscriberHub DB (refreshed every 30 minutes). No cross-agent context on transfers. IVR cannot authenticate for account changes. Call recordings and disposition codes not linked to CRM. Average handle time: 11 min; first-call resolution: 62%.

Nagios Network Monitoring: Tracks physical network infrastructure. Customer service has no visibility into which subscribers are affected by outages until they call in. No proactive notification system; outage history not correlated with complaints.

MyConnectAll Self-Service Portal: Angular web app built by a contractor (no longer engaged). 380,000 registered users (~20% of base). Handles 220,000 bill payments/month ($48M). Cannot do service ordering, troubleshooting, tech scheduling, or usage display. Username/password only, no MFA. Connects via SQL stored procedures to SubscriberHub and Amdocs.

Informatica ETL / Data Warehouse: Nightly ETL to Oracle data warehouse (7-hour run, occasional failures). 3 years of historical data. 2-4% data discrepancy on key metrics. Daily refresh only; no real-time reporting. BI via Tableau.

Business Process Requirements

Customer Lifecycle Management

  1. Unified customer view across all service lines (broadband, TV, phone, mobile) showing subscriptions, equipment, billing, and interaction history — accessible within 3 seconds.
  2. Full interaction context across all channels (phone, store, web, chat) including open tickets, pending orders, scheduled visits, and active outages at the customer’s address.
  3. Automated retention workflows triggered by churn indicators (repeated service calls, competitor inquiry, contract expiration, downgrade requests) routing to a specialized retention team with recommended offers.
  4. Distinct residential and business customer processes with different sales cycles and support expectations, while supporting customers with both relationship types.
  5. Coordinated customer move process: disconnect old address, install new address, transfer service config and equipment, pro-rate billing — all from a single transaction.

Product Catalog and Order Management

  1. Product catalog representing individual services, multi-service bundles, add-ons, equipment (modems, set-top boxes, handsets), and promotional pricing — maintainable by product managers without developer involvement.
  2. Configurable product attributes: pricing tiers, contract terms (month-to-month, 12-month, 24-month), geographic availability, eligibility rules, and effective date ranges with auto-expiration.
  3. Bundle discount structures where removing a component recalculates remaining prices. Financial impact calculation (pro-rated charges, ETFs, new recurring charges) presented before order submission.
  4. Step-up pricing support (e.g., $49.99/month for 12 months, then $79.99) with tracking of each customer’s promotional expiration and new rate.
  5. Product recommendation engine suggesting upsell/cross-sell offers based on current services, usage patterns, and demographics.

Trouble Ticket and Service Assurance

  1. Multi-channel trouble ticket creation with routing to appropriate technical queue based on service type and severity.
  2. Automatic ticket-to-outage association when a service address falls within a known outage area, suppressing redundant dispatches and notifying the customer of estimated restoration.
  3. Escalation rules: 4 hours for complete service loss, 24 hours for degraded service, 72 hours for intermittent issues.

Data Model and Migration Requirements

  1. Unify the four SubscriberHub data structures (cable, broadband, phone, mobile) into a single customer model with conflict resolution strategy for differing demographics across sources.
  2. Migrate all 1.92M subscribers with complete service history. Automated reconciliation against Amdocs billing records as the authoritative source.
  3. 108M historical billing records: define which data migrates to the new platform, which stays in Amdocs with on-demand access, and response time requirements for each.
  4. Mobile call detail records (~2.8M/day) must be accessible for customer inquiries and regulatory compliance without storing full volume in the primary database.
  5. Product catalog (2,500 products with pricing rules, eligibility, and bundle relationships) must align structurally with the Amdocs master catalog.
  6. 7-year retention for subscriber change history (~45M events). Data from 3 acquisitions must be normalized (different account numbering, product codes, address formats).
  7. Ongoing data synchronization with Amdocs (billing system of record) for the multi-year coexistence period.

Accessibility and Visibility Requirements

  1. Call center agents see all customer information but not billing breakdowns, full payment details, or internal margin/cost data.
  2. Retail associates see the same workspace as agents plus equipment transactions, limited to their store’s geographic area.
  3. Business account managers see only their assigned portfolio. CPNI-protected data (call records, services, usage) must comply with FCC rules with logged, auditable access.
  4. Field technicians see service config and ticket details for assigned jobs only — no billing data, retention notes, or other customers’ records.
  5. Customer self-service portal with account holder and authorized user roles for business accounts. Product catalog admin restricted to the product management team with approval workflow.

Reporting Requirements

  1. Chief Revenue Officer dashboard: subscriber counts, MRR trends, ARPU by segment, churn by service/region, net additions — refreshed daily by 7 AM.
  2. VP of Product: promotional offer performance (enrollment, conversion rates, revenue impact) with cross-offer comparison.
  3. Regional ops: daily trouble ticket volumes, resolution times, repeat trouble rates, outage correlation by service area. Call center: real-time agent performance (handle time, FCR, CSAT, upsell conversion).
  4. Finance: monthly subscriber/revenue reconciliation between new platform and Amdocs. Regulatory: quarterly CPNI access logs, complaint stats, service quality metrics for FCC and state PUCs.

Development Lifecycle Requirements

  1. Three distributed teams must adopt coordinated release management: platform (10 devs, Charlotte), integrations (8, Atlanta), product features (7, Raleigh). Current average of 4.2 production defects per deployment must drop below 1.
  2. Each team needs dedicated dev and test environments, plus shared integration, UAT, and staging environments.
  3. All changes tracked through a single source-controlled repository. Automated deployment pipeline with defined gates, approvals, and 30-minute rollback capability.
  4. Configuration conflict detection before changes reach shared integration. Governance framework defining ownership boundaries (objects, processes, components) per team with cross-team coordination process.
  5. 85 retail stores and 3 call centers must continue operations during deployments with zero or minimal disruption.

Implicit Requirements

Pay attention to: 1.92M subscribers and platform data volume limits. 1.8% monthly churn and retention automation implications. 2.8M daily CDRs and external storage strategy. 3 acquired companies and data normalization. 3 distributed dev teams and environment/governance needs. 2,500-product catalog and modeling complexity. $48M/month portal payment volume and security. Amdocs long-term coexistence and data ownership.