Partner Hub

Vivo Brazil: Partner Hub - Service Delivery Platform

Date of implementation: 2020/21

Objectives

Accelerate partner onboarding and reduce time-to-market for new digital products and services.
Unify digital service operations under a centralized platform, enabling streamlined management of B2C and B2B offerings.
Enable modular and scalable service configuration, including service metadata, bundles, charging models, and lifecycle policies.
Support internal teams with customizable workflows, integration capabilities, and automation to reduce manual intervention and increase operational efficiency.

Challenges

Fragmented digital service ecosystem: Legacy infrastructure and disjointed processes across multiple teams made it difficult to rapidly launch and scale digital services.
High operational overhead: Manual partner onboarding, service configuration, and integration processes hindered scalability and agility.
Need for B2B and B2C flexibility: A single platform had to serve different commercial and operational models, including custom onboarding flows, partner hierarchies, and varied integration paths.
Complex migration scenarios: Transitioning to a new unified SDP required managing both full and incremental data migrations, while maintaining service continuity.
Cross-system integration: The SDP had to connect with a wide range of Vivo’s internal systems—CRM, charging, self-care channels, and APIs for both legacy and next-gen services.

Solutions

Partner Hub deployed by TIMWETECH to centralize:

Partner onboarding: Legal documentation, partner profile setup, and approval workflows.
Service configuration: Metadata, recurrence, bundles, lifecycle rules.
Product and catalog management: Offers, discounts, vouchers, and promotions.
Tariff and charging integrations: Support for direct carrier billing (DCB) and fixed/mobile charging mechanisms.
API governance: Exposure and control of APIs for third-party services, IoT, B2B/B2C, marketplace platforms, and AI/Big Data-based integrations. (45+ APIs developed)
Campaign and workflow engines: To manage promotions, incentive models, escalations, and custom rules for each partner and service.
Customer care tools: Unified customized interface (web, iframe, or API) for use in CRM environments, both on pre and postpaid customers.
Reporting and reconciliation modules: Custom dashboards, financial reports, campaign and partner analytics.
Security and compliance: Risk management, fraud detection, alarm triggers, and blacklist handling.
System integrations: integrations with VIVO core systems and channels: Selfcare, SMS, Marketplace, Customer Care Tool (Next), USSD, WEB/WAP, Whatsapp

Ongoing Evolution

Over the years, TIMWETECH and Vivo have continuously evolved the SDP platform to support the changing dynamics of the telecom industry. Key developments include:

Expansion into new verticals “like”: Insurance, Smart Home, Health and Cloud Services
OTT direct integrations “like”: Netflix, Apple, Youtube, Discovery, Microsoft, Globoplay
Diverse Platform Evolutions, such as:
- Regulatory TAC,
- Bundling Customizations and new capabilities,
- Anti-Spam B2B/B2C system,
- Selfcare integrations,
- New billing system integrations.
CC Tool integrations with sales force system for prepaid customers
Tighter workflow integration with Vivo’s internal operations, improving agility across product and marketing teams.