Case studies

Designing operational and business support systems that scale for growth: OptiComm

business support systems and operational support systems

Designing operational and business support systems that scale for growth: OptiComm

How Unico are helping Australia’s largest privately-owned provider of Fibre-to-the Premises (FTTP) network solutions design and implement a new operational and business support system.


  • OptiComm


  • Business operation support system stack transformation and service provider solution


  • Design and implement a replacement solution for OptiComm’s business and operational support systems (B/OSS) that can scale for planned future growth


  • Outline ideal future system and information architecture
  • A multi-phase integration of a custom Microsoft Dynamics 365 solution, Power Automate and Azure logic apps
  • Automate key business processes


  • 85% automated provisioning
  • Greater customer satisfaction with connection tasks being completed more rapidly and with less errors
  • The first phase provides OptiComm a saving of one full time equivalent (FTE) in staffing costs for the National Operations Centre (NOC)

OptiComm is one of Australia’s leading independent telecommunications carriers, specialising in the design, construction, operation and maintenance of FTTP networks for residential and business developments. Formed in 2005, they have established a large customer base which they expect to grow four-fold by 2023. OptiComm approached Unico with a brief to transform their OSS stack and build a replacement solution for their service providers, end-users and service desks that would support their planned customer growth.

Unico conducted a strategic assessment identifying their existing OSS business processes and technologies against future requirements and wanted position in order to define the transformation strategy. A platform-based approach was chosen to implement the transformation and enable process automation in three phases.

“Having a technology agnostic provider look at what the solution really needed was key in driving the right outcomes. Unico assessed not only what technology was best suited to our business processes but also the culture of OptiComm which was equally important in adoption and scaling at pace”

– Ben Liew, Chief Network Officer, OptiComm.

The initial phase was to enable OptiComm’s RSP customers to interface via a new direct portal for broadband service orders, for the following:

  • New Connection requests for properties within the OptiComm network
  • Disconnection requests for properties within the OptiComm network
  • Service modification requests for properties within the OptiComm network.

The second phase was to create a customer portal to allow property owners to initiate and pay for connection requests. All future phases will automate remaining processes and decommission legacy technology.

After evaluating the organisation’s technology platforms our team decided to leverage the core capabilities of Microsoft standard platforms to build the required solution.

Although unusual for a company that often builds bespoke solutions our team recognised that building a built for purpose system would have been prohibitively complex and costly to implement.

We also noted that the OptiComm workforce were already highly adept with Microsoft’s suite of business platforms and so extending this capability through Microsoft Dynamics 365 would not require a high degree of change management.

Through adding on Flow and Power apps, OptiComm could achieve a fully unified B2B and C2B capability that not only integrated with their business systems but extended to activation of the network elements via APIs and customer portals.

Bruce McCole

Principal Business Consultant