Situation

When I joined the telecom transformation program, one of the biggest pain points was the Mobile Number Portability (MNP) workflow. Each day, more than 100 requests were manually managed between the Order Management (OM) and Logistics systems. Not only was this process slow, but it also left room for mismatches when OM rejected an order, while Logistics still kept it open.

Task

I was tasked with streamlining the process, eliminating manual intervention, and ensuring real-time synchronization between systems to improve accuracy and customer satisfaction.

Action

I led the design and implementation of an integration between OM and Logistics using TMF Open APIs and ESB middleware. This enabled automated communication and reduced human handling. To ensure fault tolerance, I introduced retry and rollback mechanisms, so the systems could self-correct in case of failures.

Result

The impact was immediate:

• Eliminated manual handling of 100+ daily requests.
• Reduced Order Fallout Rate by 15%.
• Improved Right First Time (RFT) accuracy from 85% to 100%.
• Boosted customer satisfaction while saving operational costs.