Chuck Flournoy, COO John Granger, CEOThe telecommunications sector is in the midst of upheaval due to immense competition and the shifting regulatory environments. “The rules of the game keep changing for telecommunications providers, which disrupts their cost recovery and business models, forcing them to work harder with limited resources,” notes Chuck Flournoy, COO, Mapcom Systems. Spearheaded by John Granger, President and CEO, Mapcom Systems addresses these problems with a visual operations platform enabling an efficient, productive and enhanced customer service for rapid revenue growth at a critical time.
Headquartered in Richmond, VA, Mapcom works with independents, cooperatives, cyber communities and campus telecommunication service providers across the U.S., Central America, Caribbean and Canada to provide tailormade solutions. The company has carved a niche in the telecommunication sphere for its M4 Solutions, a visual operational platform that enables communications service providers to more effectively engineer, deploy, and manage their network infrastructure and work force, which includes wireless, fiber, coax, copper, and outside and inside plant at physical and logical levels. The company prioritizes web-based deployment using tablets and personal digital assistant (PDA’s), especially for field roles like sales engineering using the M4 workforce module seamlessly integrated with the customer’s billing, financial and CRM systems.
The M4 solutions suite plays both a strategic and tactical role within practically every department of service provider, from front office to the field. The comprehensive solution provides: marketing analysis, realtime sales data for face-to-face customer interactions, network planning, engineering specs for build, auto-assignment and pre-provisioning of customer services, workforce management, workflow management, seamless integration and reporting with key OSS/BSS systems, and much more. “Our M4 product is really a solution suite comprised of a number of modules, consoles and integration cartridges, which we recommend and implement based on careful analysis of operational workflows and business issues in our customer companies,” explains Flournoy.
Logically connecting all data records and visual reference points, M4 creates an interactive network model by utilizing open system architecture and Geographic Information Systems (GIS) based visual interface.
We prioritize web based deployment using tablets and PDA’s especially for field roles like sales engineering using the M4 workforce module
The GIS visual interface is a geographically correct map of the entire serving area in which each network component has its own distinct data record visual reference point. From here, the solution creates a series of tools and reports aimed at each functional role within their operation—custom service, accounting, network operations, installation and repair—enabling users to complete their tasks efficiently. The next step is using the network model and the data base as a central repository, not only for data which drives the modules but also for the pertinent data from other applications used by the customers. “As a result, our clients’ have the ability to access the information they need to do their job, without having to constantly ask employees from other departments to provide them with reports which have to be manually correlated,” explains Flournoy.
“With our solution, customers typically realize so many hours of savings operationally–which are typically repurposed towards revenue generating activities–that they see breakeven ROI on their investment in 24 months or less,” says Flournoy. The company keeps a habit of listening to their customers—“in fact, a third or more of our new features in each release are customer-requested,” Flournoy adds.
What’s next for Mapcom? Identifying and resolving customers’ pain points iscentral to the organization and the company will continue to do this effectively. “We don’t belong in any one department, we are what CIOs and other top executives use as the catalyst for change, to enable departments to share pre-correlated information in order to save time and enhance their customers’ experience. Our expertise in operational transformation can have significantly positive impacts on enterprises in fields such as home health care, smart homes and security, for instance” concludes Flournoy.