CASE STUDY GREPTON - TELENOR
Grepton works with Telenor Hungary for more than 10 years continuously by
Desktop and Server Support, HelpDesk and Application Support
System and Service Operation Department
Mobile and Internet Services Operation
- Application Support/ Management - Test Inrastrucure Operation - Test Application Operation
Business Services Operation
Service Management Center
Telekom Operations Oﬃce
- Application Operation - Microsoft Infrastrcuture - IT Service Desk - Application Spport/ Operation - Desktop Support management - Desktop Operation - Application Administration - User Administration
Telenor Hungary is a prominent player in the Hungarian Telecommunication market.The collaboration between Grepton and Telenor dates back more than 10 years. We are present at Telenor with our services varying in the ﬁelds of Development, Operation and Support. We have been supporting their day-by-day operation and running strategic IT development projects at the same time. Our developments cover a broad scale of business demands: Grepton provides all-round development, extension and support services for Telenor’s Microsoft-related platform. The IT services provided by Grepton, including Desktop and Server Support, HelpDesk and Application Support, are the basis of the reliable operations of a telco service provider. The high level customer satisfaction is guaranteed by the continuous overachievement of SLA’s.
Business Challenges Fierce completion to increase Telenor Hungary’s market share, retain existing customers and maintain proﬁt margin at the same time.
"Our mission is to be an IT service provider, that generates business value, and customized solutions to its customers. First we need to obtain the costumer’s conﬁdence, but the real challenge is to keep it. We are always thinking together with our clients and have a correct behavior. Based on the long term cooperation with our suppliers and subcontractors, we can satisfy the IT needs of our successful clientele”. Our success story at Telenor is an outstanding example of the execution-based Grepton mission and the “Organic Outsourcing” model represented by the company. Peter Gruhala, CEO Grepton Plc.
Objectives To provide trustworthy, continuous service and develop state-of-the-art IT environment to be able to launch new products and services.
Solution Strategic development projects: - “Minimus workﬂow” system has been supporting the application and approval processes for years - ICA system has been providing the solution for the front-end side of Customer Service - PWO (Pannon Wireless Ofﬁce) has been the link between customers and Customer Service also for many years now - “Seraﬁn” system provides a uniﬁed platform for the quick and effective implementation of various minor needs - “Pandora” system plays an outstanding role in supporting phone number portability Continuous services: - helpdesk - desktop support - system administration - ofﬁce support - IT security - application support - dealer support - development and test environment support - server-side operation
Beneﬁts & Results - High level and cost effective IT services at the same time - To ensure a smooth day-by-day operation via high available IT environment - The IT system is able to respond all business quests and solve all technology-related challenges Telenor Hungary was able to retain its market share, maintain the existing customers and the operating margin at the same time.
Overview The IT services provided by Grepton, including Desktop and Server Support, HelpDesk and Application Support, are the basis of the reliable operations of a telco service provider.
Type of Business Telecommunication
Customer Proﬁle Telenor Hungary, a member of the international Telenor Group, is a major force in mobile voice-based and broadband services. The company has been present in Hungary for nearly twenty years, and its services are used by some 3.6 million people nationwide.
Business Situation Fierce competition to increase the market share, retain existing Customers and maintain proﬁt margin at the same time. The technology challenge is to provide trustworthy, continuous service and develop state-of-the-art IT environment to be able to launch new products and services.
Result Thanks to the Grepton’s high level and cost effective IT services Telenor Hungary was able to retain the market share and the operating margin. Despite of the constantly developing environment Grepton has been running a very complex operation including ~1800 end users, ~2000 workstations and more than 150 servers in 2 central and 6 regional locations.
Beneﬁt Highly available IT environment and ﬂexible resource pool to be able to respond the businessand technology-related challenges and focus to the core business of a telco operator.
Implemented Solutions MS Windows XP, MS Windows 7, Ofﬁce 2007, Telenor speciﬁc softwares