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Objectives
The objectives of the project include the development a Customer Portal system that will interface to Signalhorn’s existing back-end operational support systems to provide accurate and timely information on the history and status of the relationship between Signalhorn and its customers. This includes all information concerning the assets that Signalhorn manages on behalf of its customers and the people involved in the management of these assets and in the receipt of services from Signalhorn.
A software platform will be developed, tested, trialed internally and trialed with customers, and then launched into the market, starting with Signalhorn’s existing customer base and then into the wider market, positioned as an integral component of any network service or product offered by Signalhorn.
Signalhorn aims to become more competitive by providing a platform from which customer-supplier relationship and communication can be improved. Customers are more demanding than ever and are used to web based customer portals. Customers are no longer prepared to wait for a supplier to respond to an email with the information that may be inaccurate. Therefore the Portal has to provide accurate and immediate information as standard reports and presentations.
Challenges
There are no known critical issues that will affect the development of the Portal. This is a commercially driven project that will provide Signalhorn with the ability to compete within its chosen market. Without such a Portal in today’s environment, Signalhorn will lose business and win less new business, therefore reducing the company’s viability. With the Portal, Signalhorn can become more competitive and successful, particularly in positioning satellite communications as a viable alternative to traditional terrestrially based communications alternatives.
Plan
Work on the project began in April 2013 and has been structured to follow the classic 5 stage product development and introduction process: Feasibility – Plan – Development – Test – Launch. Each stage in the process includes set deliverables and quality gates between each stage. Development will complete in November 2013 and will be followed by internal trialling and a beta trial with selected customers. Following collection of feedback, modifications and re-test during January 2014 the Portal will be soft-launched in February with on-going assessments in March and April. Preparations during this time will be made for market introduction in May 2014.
Subject to a CCN, the project scope has been increased into include the support of site health status and site volume information for multiple satellite platforms that include: Gilat 180, Hybrid, SCPC, Vipersat and KA Sat hubs and terminals.
Current Status
WP5.4 & WP5.8 have been completed and the Customer Portal now supports a mobile platform and customer sites using this technology in conjunction with satellite (WP5.4) and the new feature of site performance (or throughput) of the strategic platforms that are supported by Signalhorn (WP5.8). It is now possible to view site health and site volume for these sites. Additional language translations have been added.