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Technical Proposal :

Background and Experience

Technical Solution

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Tasks To-Do

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Company Overview:

• Detailed description of the proposed solution.

• Explanation of how the solution meets the requirements outlined in the RFP.

• Innovation and scalability aspects of the solution.

  Business Plan - Proposal Template ( Techinical & Commercial) SA & SF

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Topics & Services :

Customer Experience & CIM

Solution Components

Operation Structure | Capacity | Responsibilities

WO & TT Classification Factors

Execution & ProcessTime

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Solution Overview :

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Overview :

The proposed solution meets the requirements outlined in the RFP by addressing critical functional, technical, and operational needs , which is aligned with EITC strategy and policies by :

End-to-End Managed Service Delivery

The solution encompasses all aspects of Service Fulfillment and Assurance, including:

• Work Order Creation: Validates and processes work orders (WOs) through Channel Operations Back Office (non-technical and technical).
• Service Fulfillment: Activates, amends, suspends, and reconnects services for both consumer and enterprise segments through remote and field operations.
• Service Assurance: Troubleshoots and resolves technical issues via Trouble Tickets (TTs), ensuring high service quality.

Segmented Operational Model

The solution distinguishes between consumer and enterprise customers, tailoring:

• Consumer Services: Home wireless, in-zone/out-zone fixed services, FNP.
• Enterprise Services: Office wireless, advanced network solutions, and FNP.

Ensures segmented staffing and operational support for differentiated customer needs​

Customer-Focused Enhancements

• Customer Experience & Visibility : Solutions for customers to track, schedule, and reschedule field visits independently via WhatsApp or SMS.
• Real-Time Visibility : Realtime updates for each process stage
• One-Hour Delivery Capability: + Stock fulfilment & Availability , + knowledge & Training Program , Customer Instance Confirmation

Operation Optimization & Visibility :

• Live Dashboard: Instant tracking of WOs and TTs for operational transparency and performance monitoring.
• Real-Time Visibility : Live dashboard for management , Realtime Operation Progress , Field Technician realtime updates.
• QuickAssign : Solutions for automating field assignments and troubleshooting, reducing dependency on remote support.
• AutoConfirm : Solutions for automating customer order Confirmation & Scheduling , Enhance accuracy, speed, and customer trust with seamless order confirmations and reducing the load on the COBO team. </aside>

Proposed Solution & Approaches :

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Recommended Model.

Service Fulfilment [SF]:

Fast Track Fulfilment( Upselling & One Hour Delivery ) :

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Solution Approaches :

Option 1: With External Service Management Field Software

Option 2: Without External Service Management Field Software:

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Integration Touchpoints for EITC and Axiom Systems

Integration:

To streamline the service fulfillment and assurance processes between EITC and Axiom, the following integration touchpoints are required. These touchpoints facilitate automated ticket creation, status updates, and assignment to ensure efficient incident management and service resolution.

Integration

Service Request Initiation