iTMS – which stands for “intelligent Tele Management System” is a unique modular software solution for the telecom market.

Enhance Systems delivers a modern cloud-based Business Support System and Operations Support System that handles Billing, Rating, Order Processing, Business Flows, Call Center, Back Office, Tickets, Self-service and Provisioning in one system. As revenues from the telecommunication industry continue to grow globally and new MVNO’s are cropping up to get a share of this profitable market, there is a bigger need than ever to find sustainable and easy-to-launch system solutions.

It is a uniquely designed multi-branding platform and comprehensive Business Support System containing all the essential tools to support our client’s services. Our focus is to listen to our customers and address and resolve the business challenges that crop up, so that new MVNO’s, resellers, products, and services can be launched faster.

In operation

What iTMS handles

iTMS will help your business lower its costs and improve your margins by utilizing the intelligence of your business and the many years of experience, which is the DNA of the iTMS application.

  • MNO, MVNO, MVNE, Fiber, TV, Internet, Content or any advanced billing and BSS task
  • Mobile Prepaid, Postpaid and data
  • Fixed Line
  • Broadband
  • VoIP

Our vision behind.

Based on our and our customers’ experience, we have designed the most advanced platform in terms of user-friendliness, where the users are assisted in their tasks by a navigation principle that focuses on action sequences. The iTMS GUI is web browser-based, meaning there is no need for individual installations on user’s computers. All standard browsers are supported such as Internet Explorer, Chrome, Firefox, and Safari.

The GUI is developed using the .NET MVC application framework with the Microsoft SQL Server foundation. It is designed with scalability in mind and can handle high volume processing. Furthermore, iTMS is delivered with a standard list of web services, allowing customers to integrate their systems to the iTMS Platform, communicating to the system’s API. iTMS also supports most integration and batch processing formats.

Standard business process flows are easily changed by Enhance Systems using our own developed graphical tool, which automatically interacts with the Workflow Engine. In the Workflow Engine, we design model and automate virtually all business processes.

Multi-branding for MVNE.

Brands can share databases and product catalogues, or have their own individual databases, but the shared platform and integrations will serve them all. This also allows Customer Service Representatives to identify and seamlessly switch between brands/MVNOs in the iTMS Call center GUI, whilst end-users still associate the given service with their brand/MVNO.

Core services.

iTMS is very flexible due to its enhanced system architecture and supports the delivery of selected modules and services, which can later be expanded as your business grows. This is defined as the Core standard of iTMS. To support different size businesses, all services have been designed with scalability in mind and can handle high volume processing. All services consist of a core part, and customized service solutions are developed as required. New core versions are made available to clients as new releases are scheduled.

iTMS as Business Support System.

The system has been built with the user in mind, ensuring all user groups can manage their daily operational tasks, quickly and easily. In the next sub-chapters, we will describe the key functions and features of iTMS. A customised demonstration and guided tour through the GUI can be requested, based on the areas that are relevant for your business.

iTMS contains all the necessary functions required to run your business:

Configuration

Configuration of products, services and business process components.

Product mangement

iTMS Product management manages all product and service offerings in an easy-to-access format.

Rating management

In the iTMS Rating, GUI is where all necessary parameters are configured to rate and invoice usage of any kind.

Letter management

It is possible to create and edit Letter and Invoice templates within the iTMS Letter module.

User management

iTMS users and their access rights are managed in the iTMS User Administration GUI.

Self-service and signup process

New end-users can be created in several ways, depending on the solution implemented.

Call center with customer account management

The iTMS Call center module facilitates flexible outsourcing of the customer services function.

Ticket functionality with work queues

The Letters tab gives access to all letters and correspondence that has been triggered by system actions and sent to the customer.

Order management

iTMS Order Management is delivered with standard order flows that cover a wide range of order processes within Mobile, Fixed Line, VoIP, Fiber, etc.

Back office management

The iTMS Back office menu provides the facility for dedicated user groups to work through action queues such as order actions, trouble ticket escalations, and letter print queues.

Accounts receivables and dunning

The Account receivable and Dunning modules provide the facility to manage processes associated with customers’ accounts and payments, based on individually integrated suppliers

Inventory management

iTMS is developed with the standard facility to upload SIM card and phone number inventories in standard formats.

Billing with test billing cycle capabilities

iTMS Billing is one of the cornerstones of iTMS and offers full flexibility for choosing prepaid, postpaid, prepayment or a mix of these.

CDR distributor & rating engine

The CDR/EDR processor in iTMS is a mediation device that can handle various types of usage records for both postpaid and prepaid subscriptions.

Automated order processing (100% flow controlled)

iTMS is delivered with standard order flows that cover best practice order processes within mobile, fixed net, VoIP, Fiber etc. These standard flows include signup, cancellations, subscriber changes, number porting etc.

API / Soap XML interface

Enhance Systems has developed a standard list of web services that facilitate direct integration from external systems to iTMS.

Data warehouse for reporting

With the Enhance Systems Data warehouse solution, our clients can acquire and analyse iTMS data.

Configuration

Over the years of developing iTMS, we have listened to our clients and made sure that new product offerings can easily be configured in iTMS without the need to seek assistance. iTMS allows for user configuration of products, services and business process components in an easy to access format in our GUI. It is important to us, that our clients feel that they can work self-sufficiently and roll-out new products and services, whenever they want to.

In iTMS, authorised users can not only configure products and rates but also billing groups, billing cycles, product validation rules, trouble ticket types and categories, SIM types – just to mention a few. At the start of any new iTMS installation, we work closely with the client to perform all the necessary configuration in the iTMS GUI as part of the train-the-trainer program to make sure these users feel confident to embark on their own configuration changes when the system is up and running.

Product management.

iTMS Product management manages all product and service offerings in an easy-to-access format. This simplifies the configuration process to such extent that the business no longer has to rely on specialist configuration teams.

The iTMS Product GUI menu is where product and service offerings are configured managed.
All products can be sold and invoiced through the billing module. To create a new product offering in iTMS, you have to go through a specific configuration sequence based on a structured hierarchy. Many of these are generic parameters that can be re-used throughout the product catalogue and different prices can be configured for the same products based on this flexible hierarchy structure. Additional steps are optional and based on the product offering requirements, such as Discount groups, Product attributes, and Product validation rules

Rating management.

In the iTMS Rating, GUI is where all necessary parameters are configured to rate and invoice usage of any kind. As with the Product configuration, there is a structured hierarchy with the Rating configuration with multiple levels. Many of these are generic parameters that can be reused throughout all price lists. If an OCS is used for rating prepaid usage, we encourage iTMS integration to extract configured products and rates from iTMS, so that these are configured and maintained in one central location. It is possible to have separate price lists for prepaid and postpaid CDR’s, where prepaid CDR’s are real-time rated by the OCS, whilst postpaid CDR’s are rated when processed in iTMS.

Letter management.

It is possible to create and edit Letter and Invoice templates within the iTMS Letter module. These are used for all customer correspondence that is generated by the iTMS system’s business flows and processes. This can be emails, SMS’s, physical letters for printing and invoice templates and other types of attachments.

User management.

iTMS users and their access rights are managed in the iTMS User Administration GUI. This menu item is only available to GUI users that have been privileged with system or partner administration rights. It is possible to define for each user exactly which menu items and partner database they should have access to, making it possible to only give access to the views and areas that they specifically need in their daily operational tasks.

Self-service and signup process.

New end-users can be created in several ways, depending on the solution implemented. The standard procedures differ per service and country, but iTMS supports end-user and subscription registration both through integration via partner’s own self-service system or CRM and through a direct entry in iTMS, by filling in a pre-defined standard signup form for the requested service (Mobile Prepaid or Postpaid, Fixed Line, Internet, VoIP, etc.). Self-service is based on a separate web application for signup and self-care, where end-users can order new services and manage their accounts. Self-service is a tutorial system using the iTMS API via web services for communication to iTMS.

The complete product catalogue configured in iTMS can be extracted through the standard web service methods for presentation on home pages, self-care portals and other external systems.

With the standard Create web service methods, it is possible to create new Customers and submit service activation orders containing selected products from the web-shop or from other legacy systems. The customer hierarchy in iTMS follows the principles of a Customer entity which in turn can have an unlimited number of subscriptions. For each new subscription, a unique order form is required, containing the information needed to activate the service. When the end-user registration has successfully been processed in iTMS, the data associated with the registration immediately becomes available in the GUI for users that have been granted access to the system. To support a fully controlled self-service solution for end customers, the standard web service list currently contains over 60 different methods to retrieve and update data such as subscription product overviews, subscription balances, bundle statuses, prepaid balance top-ups, and billing data.

Call center and customer management.

The iTMS Call center module facilitates flexible outsourcing of the customer services function. This so-called overflow model increases the efficiency of our client’s business processes. Furthermore, it also allows for the Customer Service Representatives (CSR) to work at home and thereby saving costs for office space. The core elements of the Call center module are held within the Customer account, which is both comprehensive and easy to use. The Customer Account is a unique feature and allows the iTMS user to access all necessary data concerning the individual end-user. The customer details view also facilitates a Dashboard view, which contains quick links to the customer’s newest orders, letters, Ticket functionality, and invoices. All actions concerning changes to a customer's account will be logged.

In order to make the performance of tasks easier, the volume of content is limited and supplementary functions are displayed in hyperlinked tabs. These can be accessed individually or in combination for the selected customer, in order to assist with the enquiry in question.

iTMS GUI customer details with dashboard.

In order to make the performance of tasks easier, the volume of content is limited and supplementary functions are displayed in hyperlinked tabs. These can be accessed individually or in combination for the selected customer, in order to assist with the enquiry in question. Under the Orders tab, it is possible to view all orders associated with the customer account and the logged details against each order.

iTMS GUI customer orders.

The Letters tab gives access to all letters and correspondence that has been triggered by system actions and sent to the customer. These letters can be viewed, downloaded and printed locally from iTMS in PDF format.

iTMS GUI customer letters.

Under the File upload tab, physical or electronic correspondence associated with the customer can be uploaded against the account and as such be available for view for all iTMS users with access.

iTMS GUI customer file upload.

In the trouble ticket tab, it is possible to report new and view past interactions with the customer.

iTMS GUI customer ticket create/edit form.

All traffic (CDR’s) associated with the customer’s telephony subscriptions are available for view, filtering and download in the Consumptions tab, all account transactions listed in the Account balance tab and all billing history are found in the Invoices tab.

iTMS GUI customer consumption, account balance, and invoices.

In the Subscriptions tab, you find all relevant subscription details, including Mobile SIM information, products, commitment periods and bundle statuses.

iTMS GUI customer subscription details.

It is also possible to add multiple addresses and assign these individually as payment and or shipping addresses against individual subscriptions under a customer account. This standard feature is primarily used for Business accounts, where departments or employees may be responsible for their own equipment and invoices.

iTMS GUI customer addresses for subscription.

Finally, in the Subscription handling tab, there are functions to manage subscriptions on customer account based on the implemented services.

Order management.

iTMS Order Management is delivered with standard order flows that cover a wide range of order processes within Mobile, Fixed Line, VoIP, Fiber, etc. The Order Management module is supplied with manual order handling, making it possible to start using iTMS almost immediately if no external integration is required. If required, it is possible to automate the provisioning between iTMS and external operators. This can be done with full-scale integration or queue by queue. A new iTMS order can be created by a user through the iTMS GUI, via the API or through a pre-defined event or action. Once the order has been created, it is assigned a unique and sequential order identifier and the processing commences. The order's views in the GUI are made available with the iTMS Order management solution and contain all orders associated with end-users ' subscriptions. iTMS Order management also includes queue facilities where orders that require different manual interventions can be managed by dedicated departments and user groups. These queues are set up based on the workflow steps – also referred to as desks – which are defined for each iTMS installation and the business processes and order types.

Back office management.

The iTMS Back office menu provides the facility for dedicated user groups to work through action queues such as order actions, trouble ticket escalations, and letter print queues. With the standard iTMS Core delivery, these queues are generic with a wide variety of search and filter options, but it is possible to provide menu item specific queues for dedicated tasks.

Account receivables and dunning.

The Account receivable and Dunning modules provide the facility to manage processes associated with customers’ accounts and payments, based on individually integrated suppliers As we find that most partner integrations and their associated business processes vary significantly, there is no standard iTMS Core solution for these modules. However, with our years of experience with implementing a wide range of process flows, we can provide best practice guidance for the most optimal solutions. We have provided solutions to clients that include integrations to support direct debit, giro and credit card payments, aged debt management, payment reminder flows and automated suspension/reactivation flows based on account statuses.

Inventory management.

iTMS is developed with the standard facility to upload SIM card and phone number inventories in standard formats. The inventory data includes separation by wholesale, type and allocation flow, making it possible to make specific selections of SIM cards and phone numbers during the order creation process. The iTMS GUI also provides menu items to manage SIM card types and phone number groups. Integration to external parties for distribution of any type of inventory checks and purchases is fully supported.

Billing and invoicing.

iTMS Billing is one of the cornerstones of iTMS and offers full flexibility for choosing prepaid, postpaid, prepayment or a mix of these. The system can manage high volumes of records with high flexibility of rating configuration, bundles, and discount capabilities. In short, Billing is done based on purchase and usage, defined by configured usage rates, product pricing, and discounts. The invoicing routine collects all chargeable events in your defined billing period and processes these to produce customer invoices which include subscriber-, usage- and one-time charges, plus ad-hoc credit and debit adjustments.

The invoicing routine also supports aggregation of multiple services per customer and flexible presentation and output formats – both print image and flat file data – depending on your business needs. The system fully supports test billing facilities based on actual data, making it possible to simulate invoicing – as many times as you want – prior to the production billing run.

All these features make iTMS Billing an essential tool in establishing a successful business.

Rating and distributor.

The CDR/EDR processor in iTMS is a mediation device that can handle various types of usage records for both postpaid and prepaid subscriptions. It is a highly configurable application, which allows rating based on individual end-users, customer groups, various discount schemes, and bundles. The system can manage high volumes of records with high flexibility of rating configuration, bundles, and discount capabilities. The delivery of CDR files can be done by either a pull or push model to an iTMS server. As an alternative, OCS integration is fully supported where the real-time rated CDR’s are then submitted to iTMS for storage and display.

After acquisition and formatting, the Distributor windows service sends the CDR’s to the Rating Engine to process the individual records according to their type and the products belonging to the subscription. If the CDR’s are for prepaid subscriptions, the prepaid subscription balance is updated after each rated record.

It is important that the system is available for all other activities during this process, i.e., that the rating process does not require exclusive control over linked system resources. In iTMS, this has been achieved by using a rating technique that allows for optimized database access, object caching, and “always-on” rating, allowing the system to rate extensive amounts of CDR records on a price-effective platform. The iTMS Rating module is also delivered with GUI failure logs, where usage records that have failed processing can be analysed, rerated and/or deleted.

API and Soap/Rest XML interface.

Enhance Systems has developed a standard list of web services that facilitate direct integration from external systems to iTMS. The interface is currently a standard SOAP API, with an extension to support REST to run in parallel with SOAP being on our development roadmap.

The list of web services contains all the necessary Create, Modify and Get methods to build webshops, deliver self-care portals and submit orders from legacy systems. In addition, the standard web services include methods to retrieve subscription product overviews, subscription balances, bundle statuses, and billing data. We will deliver detailed documentation and guidelines to your developers to set up the processes using the offered web services and integration towards iTMS.

Workflow engine and flow builder.

iTMS is delivered with standard order flows that cover best practice order processes within mobile, fixed net, VoIP, Fiber etc. These standard flows include signup, cancellations, subscriber changes, number porting etc.

The iTMS Workflow engine is Enhance Systems own developed graphical tool. In the Workflow Engine, we design model and automate virtually all business processes. With the FlowBuilder it is easy to create a process map – e.g. a flow - as a graphical representation of the sequence of events within the specific process. Each step in the flow can contain its own logic and triggers, and this is how the flow is built and controlled by our developers with simple point-and-click actions. All standard actions are built into iTMS Workflow Engine and are dynamic. If necessary, extra processes can be added, or changed. The Workflows are the heart of the application which the business process is built around. This means that there is a direct correlation between the business process and the application used to facilitate this process. Subsequently any change in the business processes propagates through the system, changing the application itself.

With the Flow Builder it is not only easy to design, model and describe the business processes. It can also automatically produce extracted documentation of all Workflows, providing a graphical image of the implemented business processes. This can be used as a verification and optimisation tool, ensuring that every process is designed as efficient as possible.

Provisioning.

The iTMS Provisioning service supports service provisioning towards network operators and external partners. Within the workflows, it can be provided as an automated process with direct integration to different operators and network elements. It is possible to pre-configure sequencing logic and dependencies between the different provisioning components and all service activations toward any external party will be logged in the system, ensuring full traceability on any requested change as well as any errors reported from the operator interface. This diagram illustrates an example of how the provisioning service can be implemented for an MVNE.

Integrations and batch processing.

iTMS supports most integration and batch processing formats. All integration formats and processes are provider-specific and will be implemented on a time and material basis. Listed below are the most common integrations and batch processing elements that have been implemented for clients using iTMS.

Networks

Real-time provisioning towards fixed and mobile network operators requires direct integration via API, providing the facility to activate, maintain, suspend and deactivate subscriptions directly from iTMS.

Address and credit checks

For many of our clients, the the signup process requires an address and/or credit check to be performed for the new end-user. Data provided by the integrated systems can be stored in iTMS and be included in the workflow for approving or declining applications.

Payment gateways

For processing automatic credit card payments, iTMS has to be integrated to a payment gateway provider. It should be noted that it is the responsibility of the client to secure that credit cards are authorised and a transaction code is captured and submitted for auto processing, as iTMS will not store detailed credit card information.

SMS gateways

The SMS gateway interface can be integrated to send SMS’s to the end-users based on pre-defined flows or processes. The SMS templates associated to the processes can be configured and activated in the iTMS Letter GUI.

Print house and ERP systems

iTMS is able to generate and submit data to external ERP systems in various formats for invoice registration, print and post. Import and registration of processed payments and allocation of these against iTMS invoices is also part of the daily processes for many of our clients.

Reporting.

Reporting is a fundamental part of all organisations, where the clients rely on accurate data to support the daily processes, analyse trends and make decisions for the business.

GUI reporting module

iTMS has been developed with an integrated SQL MS Reporting Server, where different reports can be provided based on the business needs with a GUI menu to view reports in different formats. The Report Manager is a web-based tool that includes features for viewing and managing reports. It is part of a report server installation managed by Enhance Systems and retrieves information for the report output directly from the production database.

Data warehouse

With the Enhance Systems Data warehouse solution, our clients can acquire and analyse iTMS data. With frequently replicated data to a data warehouse, it is possible to extract the necessary information to create a wide range of reports, and also merge the data with information from other systems. With this solution, our clients have the freedom to develop reports showing, for example, customer information, patterns in product sales, churn, fraud and use the data for forecasting. The Data Warehouse can consist of a group of servers connected to a Storage Area Network (SAN) environment. As such data capacity can be extended substantially.

iTMS private cloud.

Software as a Service (Saas)

Using the iTMS Enhance private Cloud, your organisation can log in as soon as we have your iTMS installation set up and make the necessary customisations. You do not need to allocate technical staff to manage installations or software upgrades. We offer our customers a set of best practice standard service levels as an integrated part of our delivery. Our Data Centre service delivery and assurance team provides operational and maintenance expertise around the clock, and work in close cooperation with our integration and development teams.

We offer our customers a set of best practice standard service levels (SLA) as an integrated part of our delivery. We have invested significantly in our Data Centre facilities, enabling us to offer one of the best and most secure and fully redundant hosting solutions, which also is highly scalable, allowing our customers to scale up or down according to the anticipated number of subscribers. Our Data Centre is RS3411B approved, DS484 and PCI compliant and supports GDPR requirements. Reasons for choosing our iTMS, Private Cloud, SaaS solution:

- Minimal initial investments
- A high degree of security and monitoring
- No need for buying Hardware and configuration
- Subscription-based, pay as you go scalability
- Scalability now and here as needed
- No capacity issues
- Customized or best practice standard service levels (SLA)
- 24/7 monitoring and support

Delivered and configured to a public cloud like (AWS and Azure)

With a public cloud solution, you have the advantage from an economy of scale, however in some situations performance can be an issue as your data transmission might be affected by spikes in use across the internet. If application performance is a deal-breaker for you, then our private cloud solution is recommended. You have more or less the same benefits as with the private cloud, so choosing Public Cloud is more a question of which Cloud is right for you. We are ready to provide advice based on your preferences.

Delivered and configured to your own data centre

If you have your own data centre established as part of a corporate policy and want to have the iTMS platform integrated locally, we can offer to manage the complete setup of iTMS in such an environment. The iTMS platform can be run on 1 virtual webserver, 1 virtual application server, 1 virtual collection server, and 1 physical MS SQL server. We recommend 2 x domain controllers (1 physical recommended) to track users and validate logins and 1 Cluster management server as well as a test environment and backup. Our general advice to your technical equipment is to always set up a redundant system and scale it so that performance and peak incidents will be easier to remediate and prevent interruptions. We are ready to provide advice based on your preferences.

Development and implementation model

During all implementations, Enhance Systems works closely with our clients to understand the business model and business processes in order to establish the scope and deliverables of the project. There are various factors that determine the implementation timelines. Typically for a new MVNO setup, the project can be completed within a 3 month period; however, dependencies on external operators and integration partners are a driving factor. The complexity and cost of the integration work are highly dependent on which system the integration partner is using, how detailed the technical specification documentation is, and the kind of support and help you get from the operator’s side.

Project methodology

Enhance Systems use SCRUM model to identify, develop and implement specific business requirements, which are needed to fulfill the overall project scope. The advantage of this model is that detailed requirements must not be identified initially but will be uncovered during the ongoing development and analysis process. Projects with dynamic requirements and the need for a fast Time-to-Market are the perfect match for this methodology, with a focus on high quality, on-time delivery, and simplicity. We share our client’s enthusiasm for the fast-paced telecommunications market and have a passion for delivering our customers entry to new markets at low cost and high quality.

Project installation process.

The iTMS project installation is generally split into 5 phases:

Phase 1: Project kickoff

The first important phase is the project kick-off, where workshops are held with all involved stakeholders to identify business processes, development tasks and provide high-level estimations for the project plan. If applicable, this is also where the migration approach is defined. In this phase, Enhance Systems will provide guidance and recommendations for the approach, based on our experience with similar projects.

Phase 2+3: Implementation and testing

The next combined phases are where the implementation and testing starts. All identified development items will be prioritized together with the client and split up in 14-day work packages – so-called sprints - that are tested and deployed to QA after each sprint. This way the client is proactively involved throughout the whole implementation phase and will have the opportunity to test and review items shortly after them being developed. The final end-to-end user acceptance testing and data migration validation will be done by the client with the support from Enhance Systems.

Phase 4: Qualification

During the qualification phase, the production environment installation will take place, migration data will be prepared and training of all operational groups will be scheduled.

Phase 5: Post-release support

Once the systems are live and in production, Enhance Systems provides a set period of post-release support for the project, ensuring all developed items are functioning as specified.