Case Study: Selecting an ERP for Sri Lanka Telecom Mobitel (Pvt) Ltd
Sri Lanka Telecom Mobitel Overview
Sri Lanka Telecom Mobitel (Pvt) Ltd, commonly known as Mobitel, stands as a
telecommunications giant in Sri Lanka, offering a wide array of services to both individual and
corporate customers. Established in 1993 as a subsidiary of Sri Lanka Telecom, Mobitel has been
a key player in the country's telecommunication sector, contributing significantly to its growth
and digital transformation.
Business Goals and Objectives:
Mobitel's primary business goals include enhancing operational efficiency, reducing costs, and
improving customer service. With a vision to stay ahead in the rapidly evolving
telecommunications landscape, Mobitel aims to streamline its internal processes and provide
cutting-edge services to its diverse customer base.
Current Situation
Mobitel's existing Oracle ERP system, while functional, is outdated and no longer meets the
company's evolving requirements. The system struggles to handle the increasing complexity of
Mobitel's operations, including:
Growing product portfolio: Mobitel is constantly introducing new services and
offerings, requiring the ERP system to be adaptable and scalable.
Customer base expansion: The company's customer base is steadily growing,
demanding a robust system to manage customer data, billing, and service requests
efficiently.
Data integration challenges: Integrating data from various sources, such as customer
relationship management (CRM) and network management systems, is becoming
increasingly difficult with the current system.
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Limited reporting capabilities: The existing ERP system lacks advanced reporting
features, making it challenging to gain insights into operational performance and make
data-driven decisions.
Technological advancements: The telco industry is undergoing rapid technological
transformation, and Mobitel needs an ERP system that can support new technologies like
5G and the Internet of Things (IoT).
Compatibility with Existing Systems:
Mobitel operates a complex network of existing systems to manage its telecommunications
infrastructure, customer relations, and financial transactions. The chosen ERP system must
seamlessly integrate with these systems to ensure a smooth transition and avoid disruptions in
day-to-day operations.
Customization Options:
Given the unique nature of Mobitel's operations, the ERP system should offer extensive
customization options. This includes tailoring the software to meet specific telecommunications
industry requirements, accommodating Mobitel's distinct business processes and needs.
User Training and Support:
Mobitel recognizes the importance of adequate training and support for its employees during the
ERP implementation. The chosen ERP vendor should provide comprehensive training resources
and a robust support system to empower Mobitel's workforce in fully utilizing the capabilities of
the new system.
Total Cost of Ownership:
In addition to the initial purchase price, Mobitel must consider the total cost of ownership,
encompassing licensing, implementation, maintenance, and ongoing support. This holistic view
ensures a clear understanding of the financial commitment associated with the chosen ERP
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system. Beyond the initial implementation costs, the ERP should have a transparent pricing
model, including ongoing maintenance, support, and potential upgrades. A cost-effective solution
that provides long-term value is essential for Mobitel's financial sustainability. Larger enterprises
might spend a smaller percentage, possibly around 0.5-2% of annual revenue as IT budget.
Vendor Reputation and Reliability:
Mobitel's reputation and reliability as a telecommunications service provider align with its
expectations from an ERP vendor. The selected vendor must possess a strong track record,
positive customer reviews, and financial stability to guarantee a successful and enduring
partnership.
Security and Data Protection:
Given the sensitive nature of telecommunications data, security is paramount for Mobitel. The
chosen ERP system must adhere to robust security standards and comply with data protection
regulations to safeguard customer information and maintain the company's trustworthiness.
Scalability and Future Growth:
As Mobitel continues to expand its operations, scalability is a crucial factor in ERP selection.
The chosen system should be capable of growing with the company, accommodating increased
data volumes, and supporting additional functionalities as Mobitel evolves.
Additional Considerations
Students can also consider the following factors during their evaluation:
Implementation timeline and potential disruptions to ongoing operations.
Vendor reputation, support services, and experience in the telco industry.
Availability of local implementation partners and consultants.
User Feedback and Pilot Testing:
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To ensure user satisfaction and system effectiveness, Mobitel plans to gather feedback from
potential users within the organization. Additionally, conducting pilot testing will allow the
company to evaluate how the ERP system performs in a real-world setting, identifying any
potential issues before full implementation.
Conclusion:
In conclusion, the selection of an ERP system for Sri Lanka Telecom Mobitel (Pvt) Ltd is a
strategic decision that requires careful consideration of the outlined criteria. By aligning the
chosen ERP with business goals, ensuring compatibility, customization, and prioritizing factors
such as training, total cost of ownership, vendor reputation, security, scalability, and user
feedback, Mobitel aims to make a well-informed decision that will support its growth and
evolution in the dynamic telecommunications industry. The successful implementation of an ERP
system will position Mobitel for continued success and innovation in the years to come.
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