Dhiraagu Directory

Dhiraagu was established as the country’s sole telecommunication service provider in the Maldives.
It’s a leading telecommunications company in the Maldives, offering a full range of digital and communication services. Its business is to inspire and empower its customers to ‘take on tomorrow’ and thrive in the digital future.

Business Situation

Dhiraagu caters to over half a million customers and employs 99% trained qualified Maldivians present in 9 strategically located operating centers across the country. Dhiraagu Directory offers a comprehensive range of mobile, internet, data, fixed line, digital payment solutions, business solutions, and TV services throughout the Maldives and has implemented an Oracle communication suite for running its day-to-day business. Dhiraagu and Oracle were looking for a partner to outsource their application management services.

BRT Solution

BRT deployed the Factory model to deliver application management services. Resource deployment was entirely offshore centric for cost-effective execution. BRT quickly built a team with its core competencies in Telecom domain in handling the key software components of the CBS implementation stack. BRT took complete ownership in delivering operational enhancements that eliminates customer pain points in OSS/BSS modules like OAP (Oracle Access Portal), ECE/BRM respectively.

Business Benefits

More than 100 revenue generating product price offerings (New/Modify/Discounts/Add On) have been configured and on boarded into the CBS(Convergent Billing System) system in the first 6 months of project execution itself.BRT quickly emerged as key solution provider in offering 24X7 operational and maintenance support to Dhiraagu’s CBS OSS/BSS solution.

Project Highlights

Operational Support – Customer Collaboration

  • Streamlined incident management and ticket resolution process to handle of priority tickets within the mandated SLA

  • Automated scripts and tools developed to reflow order requests and handle order fallout scenarios

  • Constant engagement and collaboration with client and other stakeholders in driving solution discussions, soliciting client feedback by hosting periodic project governance review meetings

System Stability – 24X7

  • BRT is ensuring system stability through constant monitoring of production and DR application and DB servers, OS, and Hardware parameters

  • BRT has set up automated alert mechanism to report threshold breach