When customer started its activities to set up the Data Center in India, it was faced with the challenge of identifying the business processes required for the day-to-day operations of the data center and an IT solution which will address this need. The business functions included Sales, Trouble Ticket management, Service Provisioning, Billing and Network Management. Customer envisioned a reliable, robust, well-integrated yet cost-effective solution for the Operation Support System (OSS), which will satisfy the user requirements completely.

In August 2000, while the customer was being set up in India, Wipro Technologies was awarded OSS Project. The mandate given to Wipro was two fold. It included the Business Consulting part in which Wipro had to define the business processes for running their data center business in the areas of Sales, Service, Work Order Provisioning, Billing and Network Management. The second part was for design, development, testing, and production roll out of the integrated OSS. The OSS comprised of Siebel (for CRM), Portal Infranet (for Billing) and Unicenter TNG (for Network Management) all integrated through the TIBCO middleware.

During the first phase of the project, the Business Definition team of Wipro identified the core business functions and business processes in the CRM, Billing and Network Management. The following table summarizes the business processes defined and detailed as part of the OSS Solution.

During the Second phase, the Wipro team implemented the Siebel CRM solution to support the business processes that were defined in the first phase. Siebel was chosen as the CRM piece of the architecture as Enron Inc was already a global customer of Siebel besides the other favorable factors such as scalability, functionality, vendor strength, market leadership and support.