With over 34 million subscribers, Banglalink is the third-largest telecommunication service provider in Bangladesh. Innovative products and services have fueled the growth of Banglalink over the years. According to research and analytics firm OpenSignal, Banglalink scored the highest in Bangladesh in terms of upload and download speed, and for voice, video, and mobile gaming experience.
Banglalink has always been committed to improving customer experience with the help of technology. Because of that, they spared no effort on their journey towards digital transformation. But when it came to electronic document management, they struggled to find the ideal solution for their needs. After investing in multiple systems, Banglalink was looking for a single future-proof solution that was both flexible and cost-effective.
Recognizing this need, leading telecom software solutions provider SEGMATEK partnered with NVSSoft to offer Banglalink the ArcMate Enterprise document management system along with the migration of data from their existing systems.
Learn more about their experience with NVSSoft’s solutions in this case study
Document management systems are considered mission-critical in the telecommunication industry. Service providers typically collect and produce millions of documents every year. It’s vital for them to be able to manage this information properly. Effective document management can help improve customer service, provide instant access to records and critical data, reduce operational costs, protect data and help with compliance.
The primary use case for document management at Banglalink was to store and manage commercial documents related to subscribers in compliance with the regulatory authority. Banglalink had over 100 million subscriber documents stored and managed in a high-end Enterprise Content Management system that had a high total cost of ownership and for which local support was lacking. There was a scarcity of knowledgeable resources to maintain the system and provide timely response to incidents. The system was getting outdated and essential maintenance tasks like patches, database or OS upgrades and updating security and compliance measures became extremely difficult.
Banglalink then tried to transition into another system, which proved very difficult. The data migration had technical challenges, and the new system was limited in functionality and had no proven benchmark of handling big volumes of content like Banglalink’s 100 million documents. The second system ended up being used for different types of documents related to internal business operations like corporate and regulatory affairs, revenue assurance, procurement, finance, and legal. Having two systems in parallel without meeting their basic information management needs was frustrating for Banglalink. They needed a single central solution to securely store and manage all business documents and subscriber files and history, and act as a single source of truth for all types of queries.
Banglalink approached SEGMATEK, a strategic partner of NVSSoft specialized in providing cutting-edge solutions for the telecommunications sector, to address these challenges and deliver a future-proof solution.
SEGMATEK implemented a turnkey solution featuring the ArcMate Enterprise document management system by NVSSoft, along with data migration and professional services.
ArcMate Enterprise was implemented on a server cluster including a production, staging, and a User Acceptance Testing (UAT) server. The web-based solution was designed for scalability and integrated with an Oracle database and Microsoft Active Directory.
ArcMate Enterprise’s core functionalities covered all the document management requirements of Banglalink, from scanning and indexing to search and retrieval, collaboration and security, all through a user-friendly web interface and native mobile apps for their 50+ core users.
The solution also featured additional modules for:
- Document routing between users according to predefined sequences
- Version tracking and control
- Full-text search in the content of documents and annotations
In addition to the core features and add-on modules, NVSSoft delivered customizations for:
- Advanced controls and custom logs to protect data and documents from unauthorized changes
- Customized report templates
- Easy-to-use bulk upload tool to import subscriber documents from the old systems and classify them automatically
- Bulk download tool to export multiple subscriber documents based on search criteria
The solution was deployed by NVSSoft and our partner SEGMATEK with all the essential professional services:
- Requirement gathering and analysis
- Customization
- Implementation and configuration
- End-user and admin training
- Data migration from the legacy systems
SEGMATEK performed the data migration for 100+ million subscriber documents through a fool-proof process that included: analysis, design, pilot, validation and measurement, production, reporting, and data organization.
ArcMate Enterprise empowered Banglalink with a superior way of managing subscriber documents as well as internal business operation documents generated by multiple business stakeholders simultaneously. By supporting combined documents and document types, it became much easier to organize. Designing repositories based on specific business cases was a breeze in ArcMate Enterprise compared to previous systems.
Banglalink now enjoys rapid performance in search, import, and export. That’s all thanks to a highly-optimized database structure and features such as the reusable indexing fields which reduce database sizes significantly.
Data migration from the old systems was completed in record time by leveraging the custom tools developed by NVSSoft and SEGMATEK’s domain expertise. Banglalink was able to make the transition smoothly with no downtime.
The record management team at Banglalink is now empowered with a robust solution to handle their day-to-day operations in addition to any backlog scanning requirements.
Document security and data integrity are maintained at all times as per internal procedures. The administrators are enabled with advanced tools for monitoring, reporting, and compliance.
As a result, Banglalink can meet all the top-level requirements of the document management function such as improved customer service, instant access to information, reduced operational costs, data protection, and regulatory compliance, all while using a single application and keeping the total cost of ownership and support to the minimum.
