WeDo Technologies User Group Americas 2017

Transcription

1 WeD Technlgies User Grup Americas 2017 Cllectins Management Lenard M. de A. Btelh Credit & Cllectins Senir Manager Fabi Glaser IT Senir Manager Octber 20th 2017

2 Agenda 1. Wh is Oi? 2. Business Challenges 3. Brazil s Macr Ecnmic Scenari 4. Cllectins Challenges 5. IT Landscape 6. Oi s IT Cllectin Architecture 7. Q&A

3 1. Wh is Oi: A Cnvergent Telecm Services Cmpany Oi is ne f the biggest cmpanies in Brazil, emplying, directly and indirectly, apprximately 130 thusand peple. It s started in 1998 during the privatizatin f the Brazilian telecmmunicatins sectr. The pineer amng its cmpetitrs, the cmpany ffers cnvergent telecm services and has mre than 63 millin custmers arund the cuntry. RESIDENCIAL SERVICES B2B & M2M SERVICES PERSONAL MOBILE FIX MOBILE BROADBAND PAY TV Oi has ne f the biggest and mst diverse telecm netwrks f the wrld that reaches almst all the Brazilian cities. Oi als has the biggest Wi-Fi netwrk f all Latin America, with mre than 2 millin htspts. The biggest fiber netwrk in Brazil, that has abut 363 thusand kilmeters, als belngs t Oi.

4 2. Wh is Oi: Business Challenges As published at Oi s investr relatins website, there is a plan fr the peratinal turnarund f the cmpany. Fcus n executin, ding mre with less t supprt the peratinal viability f the cmpany Efficiency imprvement in capital and peratinal expenses; Fcus n the quality, searching fr advance n regulatry and custmers indicatrs; Cntinuity f the digital transfrmatin cmpnent t ensure the sustainable future f the business. Fcus n cnvergent ffers (Oi Ttal);

5 3. Brazil s Macr ecnmic Scenari A Cntinental Cuntry 208 millin habitants 5,570 municipalities 8.5 millin squared km (5 th largest) trillin Reais GDP (Grss Dmestic Prduct) The Telecm Market 242 millin mbile users 158 millin pre paid mbile users 84 millin pst paid mbile users 41 millin fixed lines users 28 millin bradband users 19 millin paid TV users Surces:

6 3. Brazil s Macr ecnmic Scenari Reductin f GDP (Grss Dmestic prduct) 2015 x 2017 (GDP - accumulated rate in 4 quarters - percentage) Surce:

7 3. Brazil s Macr ecnmic Scenari Reductin f GDP (Grss Dmestic prduct) 2015 x 2017 (GDP - accumulated rate in 4 quarters - percentage) Rise f Unemplyment Rate 2015 x 2017 (Unemplyment Rate by Sex) Surce:

8 3. Brazil s Macr ecnmic Scenari Reductin f GDP (Grss Dmestic prduct) 2015 x 2017 (GDP - accumulated rate in 4 quarters - percentage) Rise f Unemplyment Rate 2015 x 2017 (Unemplyment Rate by Sex) Inflatin Rate Rise in 2015 Fall after 2016, bellw 6% since 2017 Allws the Interest Rate t fall (Inflatin Rate - Cumulative change in 12 mnths (%x) Surce:

9 4. Cllectins Challenges Default Rate ~60 millin defaulters (cnsumers in negative database) ~40% f adult ppulatin ~13% in Telecm (~49% in Banks and ~20% in Retail) Pririty f Payment Telecm in Lw Pririty f Payment by Defaulters Opprtunity in bundle / cnvergent prduts Laws and Regulatin Telecm is a highly regulated industry in a Cuntry with many and cmplex laws Definitin f minimum deadlines t apply each cllectins actin T many rules and requirements Csts assciated with the cllectins prcess

10 4. Cllectins Challenges Cllectin Strategies Different Segments Different Strategies (Retail, Small and Medium Business, Crprate, Whsale) cmplexity Different Prducts Different Strategies (Fixed Lines, Mbile Lines, Pay TV, Bundle/Cnvergent Prducts) Specific Actins x Custmer Risk Clustering Separate Defaulters Scring

11 4. Cllectins Challenges Cllectin Actins Guarantee Actins Be the 1 st t Cllect Autmatic actins, active calls, receptive calls, digital, multiple channels High Vlumes f Actins Autmatin and Cntrl ~7.7 MM Cmmunicatins / mnth (SMS, Letters, Vicers) ~ 2.8 MM Suspensin / mnth (partial and ttal) ~200 M Inclusins in Negative Databases / mnth Cmplex IT Architecture with different systems (CRMs, Billing Systems, Cllectins, etc) and interfaces (systems, netwrk, databases, etc) Due Date Autmatic Actins Cmmunicatins, Suspensins, Churn, Inclusin in Negative Databases Cntact Actins Vicers/SMSs, Active Calls, Receptive Calls, Digital, Multiple Channels Negtiatin Payment Scheduling, Installments, Discunts, Campains

12 5. IT LandScape Many IT challenges are created as cmpanies were created r merged int Oi Oi Launch Telemar Privatizatin Cntax Spin-ff Pegassus Aquisitin Cmpany Timeline Amazônia Celular Aquisitin Oi and Telemar Merge Way TV Aquisitin Brasil Telecm Aquisitin DTH Service Launch Mbile launch in SP Cnslidatin Implicações Cnslidatin prjects have lwer pririty cmpared t new revenues initiatives Cmplex custmer care due t the multiplicity f systems (ver 500) Business Prcesses and Systems are different fr each regin f the cuntry impsing a lng time t market fr new prducts and services Crprate and custmer infrmatin is ften fund spread thrugh many databases High peratinal csts fr maintenance and develpment f systems

13 5. IT Landscape The systems architecture is laid ut in sils fr Regins and/r Prducts STC OM GRANITE SIS Ativ. SIS FIXA SISRAF R1-Telemar SIEBEL 6.3 VITRIA SIS Ativ. ARBOR ICS R2-Brasil Telecm Clarify SAC MASC SAG SFA GENEVA SCB Clarify ASAP MÓVEL SAG SFA GENEVA SCB SIEBEL 8 OM SIS Ativ. ARBOR ICS R1 2 e 3 Wireline Wireless Wireline Wireless Fiber/WLL TV DTH SINN 14.6MM 50.8MM 8.7MM 0.3MM 2k 1.032k

14 Cbrança Arrec. Billing Ativaçã Invent. Order Mgmt CRM & OE Cbrança Arrec. Billing Ativaçã Invent. Order Mgmt CRM & OE 5. IT Landscape The cnvergence challenge AS- IS Fix xdsl Fi br a Móvel DTH TO-BE Fix xdsl Fi br a Móvel DTH STC SAC Siebel 8 Clarify CRM OE Siebel 6.3 STC SAC Expe diter OMS OM OMS OM Granite Objectel Netwin SIS GEN SISGEN Inventari SIS Falhas MASC SIS Ativaçã Fixa ASAP Dads SIS Ativaçã Fixa SIS Ativaçã Móvel ASAP Móvel SINN Ativaça SFA SFA Billing Arbr SISRAF SAG SISRAF SAG Arrecadaça SCB SCB ICS Cbrança

15 6. Oi s IT COLLECTION Architecture RAID Cllectins Prject Over users (2500 cncurrent) High Availability Ready t supprt 35MM custmers Minr changes t crprate architecture Over 80 new business requirements 12 mnth prject

16 Questins?

17 Thank Yu! Lenard M. de A. Btelh Credit & Cllectins Senir Manager Fabi Glaser IT Senir Manager