digital transformation at entel chile 2017... · siebel crm/prm account management ... partner...
TRANSCRIPT
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Entel is a multinational player with operations in Chile and Peru…
Population
(MM)1
GDP per capita
(US$)1
Stage of
development1
Clients (MM)2
-
18.0
13,416
31.4
6,027
2.Efficiency
driven
1.Factor
driven
3.Innovation
driven2.Efficiency
driven
1.Factor
driven
3.Innovation
driven
7.7 4.8
Chile Peru
Total Revenue: U$ 2,8 Bn
633.0
8,415
LATAM
ENTEL MARKET
~12,5
(1) SOURCE: World Bank, 2017. (2) Mobile subscriptions as of Dec. 2016. SOURCE: Subtel, 2017. Osiptel, 2017.
(2) Chile Mobile subscriptions 23,3MM, (Movistar 7,5MM, Claro 5,9MM), Perú Mobile subscription 37,0MM (Telefonica 16,8MM)
3SOURCE: Entel activity 2015, 1 TOP 10 - Banco CHILE, Banco ESTADO, Banco SCOTIABANK, Banco BCI, Banco Internacional, Carabineros de Chile, Falabella, Caja los Heroes, PDI, Correos
de Chile
…with a solid position in Chile and high growth in Peru market
ENTEL MARKET
Chile Peru
Segments and
servicesLeadership in Chile High Growth in Peru
Solid position
Solid position
B2C Business to
consumer
B2B Small Medium
Enterprises
B2B Corporations
Fixed Mobile FTTH
Fixed Mobile Data center/ICT1
Fixed Mobile Mobile
Mobile
Call centers
Data center/ICT
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Why the transformation?
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Challenges faced by Entel – IT landscapeBUSINESS TRANSFORMATION
Complexity management of 2 system architectures (mobile + fixed), aprox 600 applications (Chile and Perú), 90% in house and old, high Time to Market
Risk of operating problems and billing by support and obsolete solutions, discontinued by the provider!
Limited functionalities of products/sales (mobile business)
Limited customer experience, self service/e-commerce, 360 degree view of the customer
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Bajar este video de youtube y dejarlo inserto en la ppt, es pesado para enviarlo por mail
https://www.youtube.com/watch?v=kTns6U8uoXA
71 netizens commonnly known as cybercitizens (network citizens)
The demographic change accelerates the
transformation process
Consumers Workers
68%of Millennials demands an integrated
and simple experience independently
of the channel used.
Changing to a Gig Economy
UBER has 160,000 workers and only
4,000 full time employees
50%of workers in the world will be
Millennials by 2020. In Chile, we will
achieve 75% by 2025.
90%of purchasing decisions are influenced by
access to real time information (availability -
products).
_ netIZENS1 generation
With
▪ Collective intelligence
▪ Social participation and a shared economy!
CONTEXT CHANGES
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Our Transformation
challenges
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In this context, Entel launched an extensive digital
transformation program to become a fully Digital Telco
Target
▪ Time-To-Market
– Price changes
– Subs massive changes
– New Product
<3 days
5 min
<3 months
▪ Total Cost of Ownership
– # Applications
– # Interfaces
less 90%
less 60%
▪ CeX – Customer Experience
– Data/Voice Cons.
– Experience
– Plans Changes
Real time
Multichannel
OnLine
Examples
▪ Back-office (HC)
– Configuration
– Support & maintenance
less 80%
less 30%
ENTEL DIGITAL TRANSFORMATION
Critical success factorsMain objectives
Best in class IT solutions
Innovation & best practices
Most efficient organization
Paperless, seamless and
peopleless
World class customer
experience
Customers and emotions
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Products and services Business processes Systems solution
Source: Project Team
How we will make it happen!
ENTEL DIGITAL TRANSFORMATION
USER EXPERIENCE
New agile, simple and disruptive experience focused on people and emotions
Omnichannel, automation, lean
Simplification and rationalization of
products and services
Adopting processing best practices
from Telecom and best Online sites
Transformation in a World Class
systems solution
Three pillars required to build a distinctive experience
12SOURCE: Project team
Entel's effor as of Mar 2016
6.800 in setup
1.5 MM in Program
TDE team
167
155
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Total 330
Systems and Network Team
19 in-house
133 in-house
163 external
- 11 prov.
- 10 prov.
Countries of origin
(23)
Market Team
118
Part-time
collaboratorsFTEs
Team: ~760 collaborators
Chile
▪ General Mgr.
▪ VP´s
Peru
▪ General Mgr.
▪ VP´s
ErIcsson –
- Top Management
- Project Governance
TD@E Team TOP Management
The transformation is supported by a world class experienced team,
with full commitment from the TOP Management
ENTEL DIGITAL TRANSFORMATION
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Our solution architecture
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Mainly constituted by solutions from our primary contractor
Ericsson, with Oracle and Wedo
CATALOG MANAGER
▪ Product Lifecycle
Management
▪ Commercial & Technical
Catalogue
▪ Pricing & Taxes
▪ Availability & Eligibility
▪ Compensation &
Results
▪ Revenue Assurance
▪ Fraud Management
Enterprise Service Bus
NETWORK
▪ Stubs
▪ Simulators
ORDER CARE
▪ Customer order
management
▪ Service Order
management
▪ Installed base
ANALYTICS & BI
▪ Data Collection
▪ Data analytics
▪ Data management
▪ Reporting
CHARGING AND BILLING IN ONE
▪ Billing and invoicing
▪ Payments and finance
▪ Voucher management
▪ Bonus and discounts
▪ Online/Offline charging
▪ Call session and control
BMC REMEDY
▪ Trouble Ticket
Management
MULTI
ACTIVATIONPCRFvVPN
MULTI
MEDIATION
ATG/Web Ce.
▪ eCommerce
▪ Selfcare
▪ Content Mgmt
MAF Oracle IdM
Oracle Social
Relationship
Retail Store
▪ Point of service
▪ Backoffice
▪ Central Office
▪ Inventory
SIEBEL CRM/PRM
▪ Account Management
▪ Campaign Management
▪ Sales Management
▪ Loyalty Management
▪ Partner Management
▪ Opportunity Management
▪ Marketing
▪ Lead Management
▪ Dealer Management
Order Care
▪ Bill presentment
▪ Refill management and
promotions
▪ Debt management
▪ Revenue Assurance
Out of scopeMobile
2G/3G/4G/
4G+
Fixed Broadband TV
Work Order
Manual Tasks
Pro
du
cts
Rule
Order Entry
Order Fulfilment
Contract
&
Account
Orders
Service Order
Service Activation
Offline Charging
Usage Collection
Billing Enquiries Updates
Online Charging Policy Info Notifications
Ticket Enquires Updates
Customer Mgmt TT/Service Req Loyalty Points Order Entry
WORKFORCE MNGMT
▪ Field operations management
Discovery &
Reconciliation
Check &
Update
NETWORK
INVENTORY
▪ Network modeling
▪ Network services
feasibility
▪ Target for network
capacity update.
Source: TDE
ENTEL DIGITAL TRANSFORMATION
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Mainly constituted by solutions from our primary contractor
Ericsson, with Oracle and WEDO
Source: Project Team
ENTEL DIGITAL TRANSFORMATION
Se
llin
g &
Bill
ing
Cu
sto
me
r C
are
&
Se
rvic
ing
Usage to
Payment
Lead to Order
Request to Change
Request to Answer
Complaint to Solution
Problem to Solution
Ma
rke
ting
Campaign to Lead
Concept to
Market
Re
ten
tio
n
& L
oya
lty
Termination to Confirmationº
Insight to Loyalty
Order to Payment
Full Stack - BSS
+ part if OSS coverage
Campaigns
B2B Sales Funnel
Commissions
Loyalty
WorkforceManagement
Activation &Fulfillment
CommercialLogistics
TroubleTicketing
E2EDiagnosis
FU
LL
ST
AC
K
Network Controls:Usage:
1 Control Point
12 Validation
Platform Integrity:
5 Control Points
5 Validation
ERP:Incentives
(out of Business
Process view)
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Transformation – Ericsson - WEDO Challenges
ENTEL DIGITAL TRANSFORMATION
All coverage from RA E2E view ~(Usage, Platform integrity, Rating & billing), Fraud & Incentives.
100% replication in the implementation for 2 countries - Chile & Peru - guarantying regulatory aspects.!
Adopt model - Control Points & incentives are defined under the best practices & standardized product.
Jointed support WEDO & E/// in technical aspects, integration, scope & consultative approach.
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Lessons Learned
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Critical Attention Points
Critical Attention Points
Design
▪Definition of processes having User Experience and Products &Services
defined
▪Design methodology for full stack
▪Quality Assurance procedures for E2E processes
▪Management of the Canonical Data Model and Reference Data Management
Governance
▪Rotation of core team and with knowledge handicaps
▪Percentage of outsourcing teams
▪ Integrated management in all streams
▪Realistic plans
Implementation
(build/tests)
▪Definition of Low Level Design before start Build
▪Development and configuration, with progress visibility
▪Quality Assurance in developments
▪ Local experts
▪Produce and deliver training materials
LESSONS LEARNED
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Milestones
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B2C
B2B SMEs
2016 2017 2018
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Design (HLD)
PrePaid
B2B Corporations
Home
PostPaid
B2B SMEs
B2B Corporations
SOURCE: TDE
Main TDE milestonesENTEL DIGITAL TRANSFORMATION
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By the end of the Project
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Main objectives
Best in class IT solutions
Innovation & best practices
Most efficient organization –
Agile
Paperless, seamless and
peopleless
World class customer
experience - Digital
Customers and emotions
2019 ………
