digital commerce & customer management · digital self-care solutions offer a seamless digital...
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Accelerating digital transformation of
Communication Service Providers
DIGITAL COMMERCE
& CUSTOMER MANAGEMENT
We live in a data-driven world where every aspect of our lives is digital, right from social interactions,
payments, to shopping. Internet and smart phone usage are driving this change.
There will a five-fold increase in the average monthly smartphone data usage from 2016 to 2021. From
1.7 GB in 2016, the average monthly smartphone data usage is projected to reach 8.9 GB in 20211.
Traditional mobile services (calling, messaging and content viewing) are getting replaced by much
evolved OTT solutions. The critical component of the digital experience is the connectivity facilitated
by the Communication Service Providers (CSPs). While the CSPs are the real enablers in realising the
digital future, their own process and service delivery delay their digital transformation.
Broadly, CSPs are at three different stages of digital transformation.
Changing end-user behaviour brings both challenges and opportunities for CSPs. Decreasing average
revenue per user, customer drop-outs during the onboarding process, competition from OTT players
are some of the key challenges for CSPs with the majority of them already started or planning to start
their digital transformation journey.
Stages of Digital Transformation
CSPs who look for clarity on
why they should become a
Digital Service Provider
(DSP).
Why Digital?
CSPs who have realised the
i m p o r t a n c e o f d i g i t a l
transformation and want to
k n o w h o w t h e y c a n
transform themselves to
become a DSP.
How Digital?
CSPs who have accepted the
digital transformation and
wish to know the next steps
to equip themselves for the
future requirements.
For digital transformation to
be effective, CSPs need to
look at all processes from
customers’ perspective to
make their journey truly
engaging, meaningful and
uncomplicated.
What’s Next?
Sterlite Tech’s Digital Commerce and Customer Management (DCCM) is a customer-centric platform
that digitises each interaction and every engagement of CSPs, its customers and partners. The
platform is tailored specifically for CSPs with complete selling, marketing, monetisation, revenue
management, billing and self-care capabilities. DCCM enables CSPs to monetise their services via
every touch points, channels and devices.
DCCM improves operational efficiencies of CSPs by replacing back-office operations with end-to-end
automated processes and enriches the end-user experience by providing one-stop telco storefront for
all their needs.
Digital Commerce &
Customer Management
2
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2
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2
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$56BUY
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$100BUY
1)
An all-
encompassing
Telco Storefront
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2)
Mobile-based
service purchase
& E-verification
through Digital
Onboarding
3)
Contextual
offers based on
Advanced
Personalization
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5)
Consistent experiences
across touch points with
Omni-channel Platform
4)
Common agent
view with
Assisted
Service
Digitalized Customer Journey & Omni-channel Experience
DCCM is designed to address the commerce requirement of CSPs and it enables fully-integrated omni-
channel strategy for online, mobile and in-store functionalities.
B2C Commerce
Key Features
� Predeveloped Telco Starter Store with off-the-
shelf functionality, supporting multiple sites,
brands, catalogues, currencies, languages and
local conditions
� Sophisticated facet search based on keywords,
price, data limits, regions etc.
� Customers can easily compare phone and plan
features, rich media details and accessory
availability
� Manage complex packages/bundles and deliver
an extremely targeted personalised user
experience
CrossSelling
E-commerceLogistics
Search &Navigation
PromotionsProductContent
Management
AssistedSelling
TelcoDigital Store
AdvancedPersonalization
Web ContentManagement
Omni-ChannelCapability
StoreLocator
Payment &Collection
Digital CareDigital self-care solutions offer a seamless digital experience, which fully integrates mobile into the commerce
infrastructure, offering:
� Customer self-care app for iOS, Android & Web to view usage, notifications, purchase, recharge, bill payment,
register complaints, view account, billing history and order status
� B2B and B2C self-care apps and barcode integration provided as an omni-channel link
� Digital commerce integration for an omni-channel view across app, web and other channels
� Social media log-in support and customisable SDK toolkit for iOS & Android
Omni-channel
ModuleThe next-generation commerce API of DCCM offers
a broad set of commerce and data services, helping
to leverage the complete Commerce Suite
functionality anywhere in the CSP’s existing
application landscape. The omni-commerce
module enables new touch points and channels
without lengthy and costly IT cycles.
SMS/Notifications
EmailPrintSocial
IOTMobile Contact CenterIn Store/Branch Agent ToolsWeb Market Place
RESTful Commerce API
CommerceBusiness Service
Customer Service ManagementDCCM’s Customer Service Management
module provides Customer Service Agents
(CSAs) with easier and faster access to the
necessary information, allowing them to
quickly resolve customer requests and
complaints.
Key Features
� Automation of new orders, modify previously
placed orders, complete partially filled orders,
take payments, cancel orders, authorise returns,
and refund payments
� Integration with customer support tools such as
customer ticketing system, assisted service
module, omni-channel care, single sign-on
functionality and chat integration.
� Enhanced customer care, giving CSPs complete
visibility and control over customer history,
service plans, policy, usage information, billing
and payments
Integrated CustomerExperience Relevantengagement todrive loyalty & ARPU
CRM
(campaigns,leads, quote,contact)
Usage & Billing
(Plan, profile, billingdetails, payments,collections,complaints)
Commerce
(Store, Orders,Orders status,returns, offers)
Campaign & Lead
Enabling CRM teamwith campaigns andLead management
Usage, Billing, Credit Limit
Centralized view of usage,billing, payments
Complaints & Tickets
Complaints and ticketsgenerated by user
Order Management
End to end ordermanagementand workflow
Centralised Product Management seamlessly
manages complex Product Package Information
(PIM) consisting of a phone with a contract and
monthly plan, top-ups, additional child accounts,
free usage and chargeable usage.
The DCCM platform differentiates itself with the
integration of product information with Product
Content Management (PCM), a key requirement
to manage product content including product
relationships (e.g. top sellers, spare parts,
equipment etc.), detailed attributes, product
versions, variations and product-related media
requirements. The module simplifies:
Product Management & Bundling
� Setting-up of product bundling for adding digital, non-digital offering and services and differential pricing rules
� Defining cross-selling or up-selling rules to give customers product recommendations (e.g. accessories, spare
parts etc.)
� Customer view of products tied to different promotions, and qualify for offers via rule sets
� Rolling-out of targeted promotions such as delivery discounts, gift certificates from a certain order value, "buy
one get one free", or multi-buys
� Single view of inventory with configurable Alternative Trading System (ATS) rules
� Real-time inventory management; configurable sourcing and allocation; pick, pack and dispatch feature; and
automated order workflows
� Commerce Infrastructure System integration including payment, tax calculation, and shipping carrier
integration
PCM
UserGeneratedContent
Images(Hi-res &Low-res)
SearchFilters
ProductDescription
EditorialContent
Rich ProductPresentation
ProductVideos
Categories ProductFeatures
PromotionsCampaigns
PIM
S zesi TechnicalFeatures
ProductName
ArticleNumber
Order Management SystemOrder Management System enables CSPs to centrally manage orders. It supports both B2B and B2C commerce
requirements. The platform offers:
Order Controller/Order Versioning
Order Entry PaymentFraud
CheckingWarehouseIntegration
Notification Delivery
Mobile
3 PartyrdFraud
CallCenter
CustomerInternalFraud
ReturnManagement
Email/SMS
Multi-TenderPayment
(Cash,Non-cash,Gift Cards)
StandardPayments
OrderStatus/StockLevel Consignment
Item NotIn Stock
Item OnBackordere
OrderPartiallyShipped
PaymentRejected
FraudDetected
Store Web
� Previously viewed pages or categories and previously purchased plans/add-ons or usage/recharge pattern
� Personal information to provide popular plans based on the current location information. For example: Providing
international roaming packs in airports
� Event-based triggers such as data limit exhaustion
� Existing items in cart to provide bundled recommendations
The DCCM platform incorporates an advanced personalisation module for CSPs which use multiple criteria-
based triggers to make a contextually relevant offer to a customer. Product recommendations are based on:
Advanced Personalisation
DCCM offers an integrated partner management
module that helps CSPs to create combined
offers/packages using their core products with
partner offerings.
B2B Commerce
� Pre-configured report widgets to graphically display statistics and trends derived from data in the commerce
database
� Users can create customised reports which give them the flexibility to add, remove, rearrange and set
parameters for widgets
Advanced data analytics feature of DCCM allows CSPs to analyse performance, manage data and marketing
ROIs. The reporting module includes:
Reporting & Analytics
� A complete view of the customer profile and purchase history allowing them to
provide relevant recommendations
� Customer service agent gets the same view as the customer enabling them to
resolve issues or provide real-time guidance to the customer on their purchase
journey
The DCCM platform is integrated with Interactive Voice Response (IVR)
capabilities, which can be configured with different voice self-care options.
The Neox IVR & Contact Centre solution is pre-integrated with Sterlite Tech
DCCM Platform enabling the customer service agent with:
IVR & Contact Centre
Key Highlights
� Pre-configured B2B channels with account
pricing, procurement processes, customised
product catalogues, user roles, account
management, volume purchasing, enterprise-
class reporting etc.
� Partner/resellers, store executive, and managers – all get a unified 360 view of products, customers and orders
� An in-store application helps the in-store person with centralised subscriber account and allows targeted sale
with opportunities for up-selling and cross-selling
� A B2B2C store application helps partner/resellers to make a targeted sale with opportunities for up-selling and
cross-selling
B2B PriceQuote RequestManagement
B2B StoreWeb ContentManagement
CommerceSearch
B2B OrderManagement
B2B ProductCatalog
B2B CreditManagement
B2B Store
Open & Modular ArchitectureThe Open and Modular architecture of the DCCM platform allows it to be easily integrated with any 3rd Party
O/BSS systems.
Real-Time Billing, Charging and
Policy ControlDCCM is integrated with real-time billing,
charging and policy control platform to cater
to real-time services across networks and
subscriber types. This integrated platform for
c u sto m e r m a n a g e m e n t , m e d i a t i o n ,
receivables, invoicing, payments and
collections enables CSPs to offer real-time
digital services essential for the digital
economy.
� Reduction in Subscriber Acquisition Cost & Time
› 45% reduction in Subscriber Acquisition Cost
40% reduction in Subscriber Acquisition Time›
� Increased Revenue
140% increase in daily New Order Run Rate›
� Faster time to market
New Features rolled out in 2 weeks›
Value Proposition
� Designed for telcos, based on leading commerce platform
� Single stack supporting B2B and B2C requirements
� Manage complex product and service catalogues (digital & physical)
� Integrated mobile & omni-channel strategy
� Achieve higher customer engagement and average revenue per user
� Provide a high-quality customer experience and streamline the purchase
process
� Agile architecture, enhancing sales of devices, plans & accessories
� Rich product content to drive revenue – powerful product catalogue with
native web content management system
� A solution tailored to suit MVNO/Cable/LTE with off-the-shelf use cases
� Pre-integrated with Sterlite Tech BSS platform
� Faster deployment
DCCM Differentiation
� Operational Excellence
Plug and Play features›
DevOps delivery for faster Time to Value›
� Richer Customer Experience
Quality of Subscriber improved leading to›
increased ARPU
� Enhanced Deployment Architecture
Docker enables 85% reduction in Downtime›
Use Cases
B2B & B2C B2BB2C
Location-basedPlans
In-storePickup
AssistedSelling
SocialMediaLogin
ChannelHopping
Real-TimeBalanceInformation
ContextualOffer
Notifications&Alert
PlanComparisonE-KYC
StoreLocator
DigitalStore
Build MyPlan
Cross-sellUpsell
ProductBundling
DigitalSelf-care
Social/PartnerDigital Store
Omni-channelOrderManagement
Post-paid-to-Prepaid &Vice versa
AssistedSales
E-Top-up
Smart Pricing/ContextualOffering
Recomme-ndations
B2BBalanceTransfer
CustomerManagement
EnterpriseHierarchy
Digital PartnerManagement
DigitalPayments
DigitalCare
DigitalGoods
DigitalcustomerOnboarding
Unified ProductCatalog
BorrowMoney
InviteFriend
Friends &
Family
Plans
TransferBalance
MNP Prepaid/Post-paid
ST
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Sterlite Technologies Ltd [BSE: 532374, NSE: STRTECH], is a global technology leader in smarter digital infrastructure. With a
pure-play telecom focused business that develops & delivers optical communication products, network & system integration
services and OSS/BSS software solutions, Sterlite Tech has sales network in six continents. The Company has manufacturing
presence in India, China & Brazil, and aims to transform everyday living by delivering smarter networks. With a strong portfolio of
over 1 patents, Sterlite Tech is home to India's only Centre of Excellence for broadband research. Projects undertaken by the62
company include intrusion-proof smarter data network for the Armed Forces, rural broadband for BharatNet, Smart Cities'
development, and establishing high-speed Fibre-to-the-Home (FTTH) networks.
About Sterlite Technologies:
© Copyright 201 All Rights Reserved.8 Sterlite Technologies Ltd.
For uer or emo mail us : sales@ .comq ies d e sterlite
www.sterlitetech.com
Sterlite Technologies LimitedGodrej Millenium, 9 Koregaon Road, Pune 411001 Maharashtra, IndiaCorporate Office:
Phone: +91 20 30514000