AOL Broadband selects MDS to enhance customer management

Throughout the incredible journey of the telecom OSS/BSS sector over the last 10 years, VanillaPlus has remained a reliable source of both key news but also informative, objective and thought-provoking assessments of the key trends which have shaped our industry. I am looking forward to VanillaPlus and their more recent Stream journal continuing to play a key role in providing valuable insights as we enter one of the most exciting phases of the telecoms OSS/BSS market evolutions.

Kieran Moynihan
Vice President & CTO Telecoms
IBM Tivoli Division

2008-07-01 09:14:31

AOL Broadband, one of the largest Internet Service Providers in the UK, has selected Martin Dawes Systems' diseMP system to provide “end-to-end” customer care to its subscribers. This implementation represents a significant part of AOL Broadband’s large-scale transition programme, separating its entire IT infrastructure and associated managed services away from Time Warner/AOL LLC UK – in order to become a stand-alone trading entity following its acquisition by The Carphone Warehouse group in late 2006.

As a result of the major contractual agreement, AOL Broadband will adopt Martin Dawes Systems’ convergent billing and customer management system, diseMP, and subscribe to the company’s award-winning managed service for what is said to be "a significant proportion" of its day-to-day operations.

“AOL Broadband is committed to ensuring our customers continue to experience the highest quality of service throughout this transition,” said Mark Hollister, CEO of AOL Broadband. “We carefully evaluated a number of leading solution providers against rigorous criteria before making our selection. We chose Martin Dawes Systems because of its international track record of providing both a reliable, robust solution and an excellent managed service. Together, both elements will significantly contribute to our goals of providing industry-leading levels of customer care. We look forward to exploiting the flexibility of both the diseMP product and the managed service offered by Martin Dawes Systems as we continue to build our business.”

diseMP will be implemented in all AOL Broadband call-centres, servicing both broadband and fixed-line subscribers. Designed to enable an enhanced customer experience, diseMP will enable AOL Broadband to manage clients’ converged billing requirements and enquiries at its call centres.

AOL Broadband will also be implementing the latest version of Martin Dawes Systems’ Self-Care, extending to its customers an innovative e-billing solution. Customers will benefit from bill management features including usage information, payment facilities and online help delivered through AOL Broadband’s website.

Gary Steen, Martin Dawes Systems’ technology director, commented; “We are extremely pleased to be working with AOL Broadband, one of the largest broadband providers in the UK. The company is exploiting our established convergent capabilities in new and exciting ways. By employing a managed service, AOL Broadband is also secure in the knowledge that its customers will receive a quality service based on the highest industry standards, enabling it to concentrate on business development.”

Filed under: Billing CRM & Customer Care Outsourcing & Managed Services