In 2014, a major telecommunications company had trouble standardizing a process to create and update commercial customer billing accounts while tracking the serviceability of these buildings simultaneously. Working closely with multiple departments, PRG standardized enterprise-wide use of the client’s serviceability codes to be assigned to a building and communicate the plant available (coax and fiber) and the type of installation timeframe a sales representative could guarantee their customer. This is now referred to as the PRG Address Integrity Management (AIM) Group.
After analyzing the company’s existing processes for account creation, the serviceability team created a set of customized dashboards that tracked all commercial orders from inception to activation to ensure all account information and serviceability was accurately recorded in the billing system. This standardized process was implemented enterprise-wide and is now used by the AIM group for all new commercial account creations. These dashboards are now maintained and updated regularly by the serviceability team to accommodate differing procedures by region, product type, and sales organization.
PRG successfully manages a database of 546,000 buildings, 1.6 million customer accounts and over 750,000 special project buildings. Maintenance of this database includes the following responsibilities:
- Quality Control of all AIM serviceability data entry
- Reconciliation with other plant tracking databases to solve any system discrepancies
- Communication with other company groups to ensure all commercial plant driven initiatives are reflected in the database
- Continued research to find evidence supporting the information in the database
- Working with sales to address any one-off situations that arise in the field