A web based wireless order management application. Facilitating the migration from professional center management to teleworker management

The wireless industry finds itself under significant economic pressures on both margins and revenue. Competition and recent 3G network investments demand new revenues streams. The electronic customer contact management system (ECCM) application is a software platform that tackles this business challenge at three levels: 1) it delivers software functionality in the context of baselined operations processes using faster cycle times; 2) it provides center management the tools required to professionally manage center resources and to facilitate enhancements to the center's process maturity level; and 3) it provides the organization the option to selectively deploy a teleworker-based operation that reduces cost, and increases productivity while significantly improving employees' quality of life. The solution presented was driven by productivity improvements in center operations and not by technology. The ECCM application was incrementally expanded to respond to change requests associated with "user visible features" through configuration management. This improved both the robustness and effectiveness of the center operations, providing an attractive return on investment to the business.