B2B B/OSS Perspectives Eastern Communications Transformation

Transcription

1 B2B B/OSS Perspectives Eastern Communications Transformation Emmanuel Caido, Head of IT, Eastern Communications Kannan Ramakrishnan, Head of Product & Marketing, TCS HOBS, Tata Consultancy Services Bobby Rajagopal, Client Partner, Tata Consultancy Services 2017 TM Forum 1

2 the Battle Ground is Shifting.. from Consumers 2017 TM Forum 2

3 to Enterprise Bank 2017 TM Forum 3

4 B2B Revenue Opportunities Traditional B2B Services Low Voice Data Managed Services Opportunities Cloud Services High Digital B2B Services Commoditized Services Voice Text Connectivity Services Hosting Growth Services Unified Communication Mobile PBX OTT Services IoT Content Emerging Services 5G Smart Cities Security Cloud Block Chain 4

5 B2B Business Dimensions Large Organizations Retail Travel Media Mass Market Engineered Market Place Product Lifecycle Sales & Delivery Enterprise Processes Banking Industries Portfolio Processes Customer B2B Business Dimensions Partners Government SoHo, SME Sales Channel Partners Marketplace Partners Assess Impact of Customer Segments on Capabilities Product Portfolio Tailored to Vertical Solutions Adapting Newer Business Models & Technologies Build Transparency to Customers & Empower Employees Create a Seamless Partner Ecosystem Driving Customer Experience Suppliers 5

6 Implications on IT Critical Driving Factors Key Capabilities Required De-Coupling Commercial Offers from underlying Technologies Sales Process Integration with Operations (FAB) Processes, Operation Tools Extensibility to Support New Business Models, Partner Eco System B2B Transformation Cloud Based Platforms Micro Service APIs B2B Digital Core Modular, Catalogue Driven, BSS/OSS Optimized Capex / Opex Channel Experience Integration of Partner Eco System Across Value Chain 6

7 TCS HOBS Platform Customer Relationship System (CRMS) Product Portfolio System(PPMS) Order & Provisioning System (OMPS) Revenue System (RMS) Enterprise System (EMS) Inventory System (IMS) Connected Device Lead/Opportunity Quote Product Catalogue Service Catalogue Order Gateway Order Dispatch Pricing Online* and Offline Mediation Fraud Revenue Assurance Number SIM Activation Manager Home Device Order Capture Service Template Order Orchestrator Rating & Charging* Dealer Voucher Fault Customer Care Trouble Ticket Self Care Provisioning Manager Order Console Fallout Manager AR & Invoicing Bill Formatting Collections Manager Commissions Manager Enterprise DQM CPE Device Inventory Network Inventory Performance Configuration Service Assurance SLA Manager Credit Limit Monitoring Wholesale Gateway Roaming Interconnect *3 rd Party Components Deposit Product Application TCS Application Infrastructure System (AIMS) Notification Manager WorkList Payment Manager Document Manager Application Monitoring System Business Service Layer Online Data Store Reports Manager Event Manager Administration Single Sign-On Omni Channel Integration Enablers 7

8 Eastern Communications TCS HOBS Leveraged Solution Components Customer Relationship Mgmt System (CRMS) Product Portfolio System(PPMS) Order & Provisioning (OMP) Revenue System (RMS) Inventory System (IMS) Connected Devices (CDM) Application Infrastructure Mgmt System (AIMS) Order Capture Product Catalogue Order Gateway Pricing Number Resource Activation Notification Manager Customer Care Trouble Ticket Service Catalogue Service Template Order Dispatch Order Orchestrator Provisioning Manager Mediation Rating & Charging AR & Invoicing Device Inventory Network Inventory Payment Manager Document Manager Application Monitoring System Order Mgmt Console OMP Fallout Manager OMP SLA Manager Bill Formatting Collections Credit Limit Monitoring Interconnect Event Manager Work List Manager Business Service Layer Reports Manager EXTERNAL INTEGRATIONS: Administration SFDC Gateway SMS Gateway Analytics 8

9 Eastern Communications Phoenix Programme 9 Copyright 2017 Tata Consultancy Services Limited

10 Over a Century of Strong Connections in Philippines 27 Enterprise Services Variant Offerings Value Added Services 1879 Established Multinational Corporates Government Institutions SMEs SoHo Long-standing Partnerships with B2B Customers Offering Service Excellence Customer Satisfaction Priorities 10

11 Business Challenges forcing to Evolve & Adapt High Time to Market to launch New Services POTENTIAL REVENUE LOSS High IT Turnaround Time for Business Changes POTENTIAL REVENUE LOSS Performance & Stability Issues with existing IT CUSTOMER EXPERIENCE IMPACT Increasing Time to respond to customer complaints CUSTOMER EXPERIENCE IMPACT Limited Order Visibility & Tracking CUSTOMER EXPERIENCE IMPACT Limitations in existing IT affecting BAU CUSTOMER EXPERIENCE IMPACT Manual Time Consuming Operational Processes INCREASING OPERATIONS COSTS 11

12 Programme Delivery Approach Pre-Integrated Platform Pre-Modelled Processes Configured Transactions Ready User Stories TCS Platform OOB E2E Demos Regulatory Requirements Geography Specific Customizations Conference Room Pilot TO-BE Platform 12

13 Key Business Benefits Enabled with TCS HOBS 25% Adds in Customers resulting in 12% REVENUE GROWTH Time to Market for New Services TIME TO LAUNCH 2-4 Weeks Quicker TAT to Customer Complaints with higher FCR ENHANCED CUSTOMER EXPERIENCE Real Time Customer 360 View & Order Tracking ENHANCED CUSTOMER EXPERIENCE Right First time in Bills Less than 1% Bill Disputes ENHANCED CUSTOMER EXPERIENCE Automation in Order Provisioning & Bulk Support REDUCED OPERATIONAL COSTS 13

14 Eastern Communications Programme Overview 14 Copyright 2017 Tata Consultancy Services Limited

15 Programme Scope Products 27 Services across Voice, Data, Internet, Managed Services Lines of Business B2B (Majority of Customers) B2C (Minor Customer Segment) Functionality Over 75+ etom L2 Processes across SIP & FAB User Groups Users across Product, Sales Excellence, Customer Experience, Call Center, Business Center, Facility, NOC, Billing, Finance, Collections 15

16 Project Phoenix Timelines Milestone 1 Project Phoenix kicks off - Mar 10 Milestone 3 Design Signoff - Aug Milestone 2 Requirements Signoff - Jun Milestone 4 Milestone 6 Business Users UAT Begins - Feb Training - Jan Milestone 5 System Testing Signoff - Feb Milestone 8 Go-Live October 10 Milestone 7 UAT Signoff - Sep Mar Jun Sep Dec Feb Apr July Oct Requirements Mar - Jun Dev Sprint 1 Jul - Nov Dev Sprint 2 Nov - Jan User Acceptance Testing Feb - Sep Solution Design May - Aug User Training Jan - Feb Production Readiness Sep - Oct 16

17 One Year In Operations Launched 2 New Services - PABX and Intellifi ~147K accounts billed and invoiced with < 1% Bill Disputes 17K Enterprise orders spread across 11 order types delivered 365 new Offers were launched ~2 Offers/day Subsidiary Decommissioning- BIR Regulatory Requirement enabled in 6 weeks Delighted Customer Received CSS of 96% TM Forum Excellence Awards Finalist for Smart Service provider - Best Transformation of the Year Service Request has been Implemented through Product configurations to support Business Processes Supporting ~3K Offers across 26 service types 17

18 Takeaways Key Solution Tenets Product Catalog Products & Services seamlessly offered across the ecosystem Operational Processes Seamlessly Interleave automation and collaboration capabilities, Agile in responding to business changes Operational Tools Capabilities for employees to build highest levels of transparency to customers B2B Sales Integrated B2B Sales Process with Operational Processes Digital Channels Simpler Interactions with Customers across channels Intelligence Leverage Intelligence to drive newer business models and experience Adopt Platform Based Transformation (or) Point Solution Based on Context 18

19 Contact Us Kannan Ramakrishnan Head Product TCS HOBS Tata Consultancy Services Limited Thank you Noel Caido IT Head Eastern Communications Bobby Rajagopal Client Partner Tata Consultancy Services Limited 2017 TM Forum 19