Smart421 Service Management provides a managed service, based on ITIL service management and ITIL service delivery best practices. ISO 20000 certified, we provide optimal support for your applications, systems and data.

Managed Services

Our Services Applications and Middleware Data Infrastructure Our Approach Processes People Partners Our Customers

O2 Vision Growing competition in the mobile market has led to an increase in customer churn. In order to improve customer retention O2 has been focusing on building successful customer relationships. To support this, O2 asked Smart421 to take-on and manage Vision, a mission critical sales and marketing application used within all of their call centres. With minimal impact on O2's business activities, Smart421 successfully delivered a transition project which included taking-on the application from the development team. Smart421 then delivered a fully defined Managed Service to O2's business users. Vision is based on Chordiant Decision Manager. To find out more, please download the O2 Vision case study. This needs to be anchored to the O2 vision case study download on the downloads page O2 Common Registration System Smart421 were engaged by O2 in 2002 to deliver a customer registration and identity management system. The O2 Common Registration System (CRS) is a business critical system that acts as central point of registration and customer information which feeds all other O2 systems. It forms a strategic component in O2’s system architecture as any down-time or disruption has immediate financial consequences. The system is implemented in J2EE, (BEA WebLogic 7.1 & 8) IBM MQ and Oracle, and holds in excess of 18 million customer records. Smart421 Service Management support this system 24 x 7. During the life of the application three major programmes of work have been implemented on the platform, allowing web based top up of pre-pay phones, the addition of Broadband registrations, and enhancements to the customer experience. Outside of the programmes, over one hundred change projects have been implemented. During the four year period over which these changes have been made, Smart421 has maintained system availability at over 99.9%.

"We chose Smart421 because it demonstrated the best combination of service management experience, demonstrated technical understanding, flexibility and delivery focus." Malcolm Smith, Head of Projects, O2