VisionMAX

"VisionMAX has become an integrated, reliable part of our service delivery team with an exceptional track record of delivery. They are consistently able to understand our business goals and deliver innovative solutions in a complex technical environment. Our people really enjoy working with their team."

Peter Ratsch,
Director - Systems Delivery (Interactive)
Bell Canada

Background
With more than 1.8 million customers, Bell ExpressVu is Canada's leader in digital home entertainment, nationally broadcasting more than 300 digital video and audio channels. Bell ExpressVu is the largest direct-to-home satellite company in Canada.

The Challenge
Bell faced the massive task of upgrading their entire customer base to a new set-top box technology platform. The conversion had to be performed with no disruption to service and with minimal customer impact. Bell needed to provide an efficient and cost-effective way to initiate, manage, and support the upgrade process. They also wanted to automate the customer support process to minimize the impact on the Call Centre, and streamline customer services.

The Solution
Having worked with VisionMAX for 3 years, Bell knew that we could develop an innovative, effective solution. Leveraging pre-built and tested application components, VisionMAX built an application for authenticating customer information using Interactive Voice Response (IVR) and Web front-ends. Once the customer information is authenticated, the back-office system is automatically updated, saving significant costs by eliminating many calls to the Support Centre. VisionMAX handled the entire project, defining the scope and architecture, developing and testing the solution, and supporting and documenting the system. The application is fully-integrated into Bell's back-end systems ensuring full-circle service and control.

In addition, VisionMAX led the project, coordinating the work of project team members from Marketing, Broadcast, Legacy Billing and Web/IVR as well as third-party service providers.

The Results
The project has been a tremendous success for Bell ExpressVu, gaining recognition at the highest levels of the organization as one of the most successful and well-run projects ever undertaken. Not only was the upgrade completed within the deadline, additional revenue was generated by the re-activation of dormant accounts.