Neev successfully designed and developed a hosted Change Management System (CMS) for a leading international telecommunications company. The system enabled the client to systematically manage change requests received from its customers. Owing to the successful implementation of the CMS, Neev was able to bag two more projects from the reputed client.

The Client

Cable & Wireless is one of the world’s leading telecommunications companies. The company offers voice, data, IP, mobile, broadband, domestic and international fixed line services to residential and business customers in the UK, USA, Caribbean, Panama, Macau, Monaco and the Channel Islands. It also provides enterprise and carrier solutions to large users of telecom services across the UK, US, continental Europe, and Asia.

Business Need

Cable & Wireless did not have a centralized system to maintain and monitor change requests from customers. All the change requests were intimated to the C&W; engineers through phone calls, which were then recorded on excel sheets. There was no way for customers to track the progress of change requests and prioritize them as per their need. Though a report was generated periodically to help effective tracking, the process was manual and time-consuming. Cable & Wireless required an efficient, quick and automated solution to manage change requests and enable customers and the Cable & Wireless team to have better control over the change requests.

Neev Solution

Neev, with its rich experience in building web-based applications designed and developed a hosted Change Management System (CMS) for Cable & Wireless.

The system has the following features:

• Change requests management module which encompasses:
• Raising a change request
• Viewing all opened/closed change requests
• Searching based on:
  • Proposed Revision Request (PRR) number
  • Request number
  
• Cancelling/reverting a change request

• A customer or a member of the C&W; team can assign a time limit to the change requests or lay down the schedule for its progress.

• The management team at C&W; has the option to put the change request on hold for reasons such as:
• Incomplete change request
• An Approval required
• Conference call required etc.

The system also automatically generates a simple and accurate report which makes tracking change requests easier.

Technology footprint

• Java/J2EE
• JSP
• Tomcat
• MySQL
• Struts
• Hibernate

Top features

• Centralization of the complete change request process.
• Effective tracking of change requests by the end customer
• Option to make the request time-bound
• Easy and accurate reports generation
• Progress alert to the end customer
• The automated system of managing changing requests resulted in huge time savings for Cable & Wireless.

Top Challenges