Challenge

A wholesale data services provider considered assembling and implementing a fraud management organization to detect any activities that could threaten customer experience and satisfaction. However, the standard operating procedure did not address telecom fraud for the wholesale market. Therefore, the client wanted to protect its network by addressing the fraud situation as part of its long distance start-up process.

TMNG Global Solution

TMNG Global designed a strategic plan that outlined the benefits of utilizing fraud management as a marketing tool. The client could then leverage the fact that it provided an added value few other wholesale providers offered. Using our proprietary toolset TMNG Lexicon™, we began the necessary market planning which included: requirement definition, fraud system evaluation and vendor selection processes. As part of the professional services we provided to this client, we developed all interface requirements necessary for vendor selection and defined the scope of the fraud management process. In addition to managing vendor selection, we created job specifications and assisted in the interview and selection process for the entire fraud management team. To best meet the stated requirements of this new initiative, we performed all necessary tasks including overall project management, testing, and system validations. We also developed in-depth requirements to support additional product lines that did not appear in the original scope of work. Furthermore, we added value to the project by identifying a need to implement a vital business performance measurement. For increased protection against fraud, we recommended that the client integrate fraud exposure evaluations into the product development process, in an effort to identify network and product issues, react to those issues and then promptly implement any necessary changes within the product launch requirements.