3 Tales From Greenfield

Once upon a time, in a land known as the Telecommunication Kingdom, there existed a mighty hero named Island Telecom. The kingdom was in dire need of digital experiences, a revolution that would bring online sales and modernity to its telecommunication services. However, executing such a highly complex transformation was a daunting task, requiring a significant amount of time and an enormous financial investment.

Faced with these challenges, Island Telecom pondered upon an alternative approach. Rather than embarking on an arduous and costly journey, they decided to take a different path. With a swift and resourceful spirit, Island Telecom chose to create a quick and dirty Greenfield digital transformation, aiming to make immediate progress in the face of pressing demands.

The foundation of this transformation was built upon an open-source eCommerce instance, not integrated with any existing system. A silo. It provided Island Telecom with a lead capture mechanism, allowing the prospected customers to select a tariff plan and submit their contact details. This approach enabled them to generate leads, creating work for the back office to call them one by one.

This quick and dirty transformation came with its fair share of drawbacks. The customer experience, unfortunately, suffered from suboptimal conditions. Once a lead was captured, customers would have to wait for a phone call. Furthermore, they were unable to select their desired phone number and there was no eligibility check in place, resulting in potential complications down the line. To make matters worse, online payment options were absent, forcing customers to pay in person.

As a consequence, the operational overhead for Island Telecom skyrocketed. The need for manual callbacks, the absence of number selection, and the lack of online payment facilities added to the burden of the already strained organization.

Island Telecom was aware that a true transformation required a more substantial and comprehensive effort. The hero vowed to continue their quest, seeking a fully-fledged and future-proof digital transformation that would bring about a remarkable revolution in the Telecommunication Kingdom.

Once upon a time, a telecom company emerged with a revolutionary vision. This company, let’s call it Spin-off Telecom, sought to reshape the telecommunications landscape by introducing the first mobile app-centered customer experience in the region. The father of Spin-off Telecom was the good old national telecom company. With a goal to cater to the young and digitally savvy generation, Spin-off Telecom aimed to capture the hearts of customers through 100% digital onboarding and personalized custom tariff plans.

To achieve this ambitious objective, Spin-off Telecom embarked on a lean Greenfield transformation journey. They came up with a new brand identity and operated like a startup. They implemented a new vertical stack, an all-in-one BSS/OSS off-the-shelf solution from one vendor. Spin-off Telecom leveraged open-source CRM for lightweight customer relationship management and utilized open-source ESB for the seamless integration of various systems. Additionally, Spin-off Telecom's in-house team crafted a Point of Sale (POS) system.

While Spin-off Telecom strived for excellence, they faced certain challenges along the way. The open-source applications were far from enterprise-grade. To bridge the gaps, custom scripts were created all around.

Spin-off Telecom aimed to revolutionize the market. They understood the potential of a country where two third of the population was under the age of 30, and smartphones, social media, and online platforms penetration were among the highest globally. The revolution did not happen. Who knows if the father was too rigid, the technology was too unripe, or the startup spirit was too immature?

Once upon a time, in the realm of Duplo Telecom, a formidable challenge loomed over their operations. The company found itself entangled in the clutches of numerous inflexible legacy systems. These outdated technologies hindered enhancements, stifled innovation, and prevented Duplo Telecom from embracing the digital era. The need for change was undeniable, as the company's survival depended on its ability to adapt and thrive in the fast-paced digital landscape.

Determined to overcome this daunting obstacle, Duplo Telecom embarked on a journey to execute a Brownfield digital transformation. However, their initial attempts were met with disappointment. Valuable time was squandered, and Duplo Telecom realized that the engaged vendor’s off-the-shelf product is more of a mirage. It was a setback that cast a shadow of doubt over the company's ability to navigate the turbulent seas of digital disruption.

Meanwhile, the competition, a market leader in the telecommunications industry, surged ahead with their advanced digital capabilities. They embraced the digital revolution, leaving Duplo Telecom feeling left behind. It was a bitter pill to swallow, as the gap between the two widened.

With great determination, Duplo Telecom decided to duplicate each business/IT function and started the implementation of a Greenfield IT landscape. The task at hand was colossal, requiring significant time, and a massive investment; imagine how many lines you need to sketch if you start drawing a telecom kingdom on a blank page. There was the coexistence of 2 organizations and 2 IT landscapes. Both CAPEX and OPEX exploded.

And so, the story of Duplo Telecom's digital transformation is far from over. The company continues to navigate the complex challenges, making steady progress towards its goals. It is a tale of resilience and determination, where lessons are learned from past mistakes and embraced as stepping stones toward success.