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TM Forum Webinar Series Event
Unified Billing and CRM Infrastructure: The Best Solution for Launching, Delivering, and Managing the Services Lifecycle
Copyright © 2010 TeleManagement Forum, All Rights Reserved. 2
Sponsored by Oracle SPEAKERS Paul Hughes Director of Product Marketing, Oracle Communications Susan McNeice Vice President, Software Research, Yankee Group Sheryl Kingstone Director, CRM research, Yankee Group Khalid Ali Head of Commercial Programs, Expresso Telecom Group Chairperson: Darlaine Scott McCoy, TM Forum
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Unified Billing and CRM Infrastructure: The Best SoluJon for Launching, Delivering, and Managing the Services Lifecycle
An Interac*ve Panel Discussion
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Today’s Panel Members will Discuss
• The Changing Customer Service Model
• Obstacles that Inhibit a Rich Customer Experience
• Why IntegraJng Front Office and Back Office Systems is CriJcally Important
• Proof Points That Show the Benefits of Integrated Billing and CRM
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We invite the audience to submit quesJons to the panel throughout the
session!
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POLL QUESTION
Where is your company today in terms of integraJng its billing and CRM technology stacks?
• Not evaluaJng it at the current Jme • In the discovery phase • Currently evaluaJng soluJons/integraJon partners • IntegraJon currently underway • Already have integrated billing and CRM
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Opex ReducJon and Customer Issues Dominate Now and in the Future
• Customer issues and opex issue dominate through 2014!
• Simplifying business operations is a key shift that must occur in the coming years!
What is your top business priority in 2010 and 2014?!
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CSP Reasons for Inves/ng in BSS/OSS Transforma/on
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Anywhere Consumers Change the Customer Service Model
people are directly touched by the Anywhere Network by 2015!
of respondents begin the story with their next smartphone purchase!
is the amount that data connectivity, the antagonist, will grow between 2009-2015!
applications create the crisis and climax with revenue growth in the next five years!
5 !Billion! 60%!
4.2 !Billion!29X!
New kinds of consumers!
New kinds of connections!
New kinds of devices!
New ecosystems!
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Key Marke/ng Ini/a/ves Inhibited by SoDware Infrastructure Issues
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CSPs’ Main Obstacles to Providing a Good Customer Experience
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Disparate Billing/CRM Systems Increase Costs
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Unified Billing/CRM Systems Streamline TransacJons
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• Simplest of new offers or services takes many months or years to bring to market
• Design, coding, multiple-systems input, testing and launch
• Lost revenue opportunity
Web Retail Channel Partner
Call Center
Pre-paid Charging
Post-paid Billing
CRM Function
CRM Function
CRM Function
• Inconsistent and Generic • Slow
Mktg
IT ×?
Unified CRM and Billing Problem Defini*on – Common Challenges
Content SMS Voice IP
Services
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• Business model expansion is not supported
• New silos need to be created • 18 – 24 month deployment times
Pre-paid Charging
CRM Function
CRM Function
CRM Function
• Inconsistent and Generic • Slow • High Risk
Mktg
IT ×?
Post-paid Billing
CRM Function
Web Retail Channel Partner
Call Center
Unified CRM and Billing Problem Defini*on – Common Challenges
Royalties Invoicing
Content SMS Voice IP
Services
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Unified CRM and Billing Problem Defini*on – Common Challenges
Pre-paid Charging
CRM Function
CRM Function
CRM Function
• Inconsistent and Generic • Slow • High Risk • Expensive
Mktg
IT ×?
Post-paid Billing
CRM Function
Web Retail Channel Partner
Call Center
Royalties
$ $
Invoicing
Content SMS Voice IP
Services
• Business model expansion is not supported
• New silos need to be created • 18 – 24 month deployment times
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• Low OPEX achieved through:
• Consolidation of multiple silos into a single configurable and extensible product platform
• Extensible SOA-based integration architecture
• Comprehensive self service capabilities lower call center costs
Unified CRM and BRM The Oracle Solu*on
Consistent and personalized Accelerated Low Risk Low OPEX
Unified View
CRM
Web Retail Channel Partner
Call Center
BRM
AIA
MDM
BI
Mktg
IT !!!
Business Models
Partner Mgmt
Pre-paid Charging
Post-paid Billing
Content SMS Voice IP
Services
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“Dare to dream“
18
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Mauritania •PopulaJon 3,291,000 (2009 esJmate) • Mobile subscribers (2007): 35.5% • Growth expected in voice and data markets • Mobile operators: Mafel (Tunisia Telecom), Mauritel (Maroc Telecom), Chinguitel (Expresso) • TransformaJon Program
Senegal • PopulaJon 12,534,000 (2009 esJmate) • Mobile subscribers (2007): 27.9% • Significant growth expected in data market • Mobile operators: Senetel , Sonatel (France telecom), Tigo, Expresso Senegal • Green field
Nigeria •PopulaJon 154,729,000 (2009 esJmate) • Mobile subscribers (2007): 23.8% • Significant growth expected in voice, data, and VAS markets. 3G services are in demand. • Mobile operators: Glo mobile, MTN, Zain, Starcomms, Intercellular (Expresso) • TransformaJon Program
Expresso Footprint
Ghana •PopulaJon 23,837,000 (2009 esJmate) • Mobile subscribers (2007): 24% • Significant growth expected in voice and data markets • Mobile operators: Zain, MTN, Tigo (Millicom), Kasapa (Expresso) • TransformaJon Program
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African Market Challenges
• High taxaJon • Regulatory issues
• Number portability • Low income groups
• Per capita income (ppp) • Sub-‐Saharan Africa: 1,770 • United States: 37,610 • European Monetary Union: 26,260
• Widespread illiteracy • Fraud • Fragmented Markets
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Expresso Business Drivers
The criJcal success factor for ETG to generaJng new revenue streams and growing the customer base for these next generaJon services will depend on:
• Offering high quality of service at affordable prices. • DifferenJated service offerings. • Quick Time to Market . • Improved ROI by
— leveraging economies of scale across mulJple geographies. — Running a lean operaJon-‐ Focus on core-‐ competency, outsource everything else.
• Lower OPEX.
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How Do We Make it Happen?
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BOSS for Expresso
Expresso BOSS
Customer Service
Provisioning
MediaJon
Billing
Sales & Ordering
Fulfillment
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SoluJoning
Build Business Architecture
• Validate exisJng business processes. • Benchmark against best pracJces. • Streamline. • Simulate end-‐ to-‐ end journeys
Map Technology
• Unified architecture. • Map products to processes. • IdenJfy integraJon points.
Deploy
• Build. • Test. • Train. • Roll out.
User-‐ approved Business Process Model
Approved SoluJon Design
Final SoluJon in ProducJon
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