Transformational Outsourcing Real-time Performance. Really happy customers. 1 Nokia Siemens Networks

Transcription

1 Transformational Outsourcing Real-time Performance. Really happy customers. 1 Nokia Siemens Networks

2 The traditional telecoms model is changing Pricing and segmentation strategy Customer interaction Service management Infrastructure 2 Nokia Siemens Networks

3 Focus evolving from networks to service to customer experience management Managing user expectation Managing services Managing networks Managing elements Customer experience management End to end service management - services, devices, traffic Transforming convergent operations to proactive optimization Transforming current model 3 Nokia Siemens Networks

4 Traditional Outsourcing Fragments Service Experience Pricing and segmentation strategy Customer interaction Service management Infrastructure 4 Nokia Siemens Networks

5 This results in perception and reality gap Assessed Network Quality Good NW element KPI Average KPI Testing KPI Statistics KPI Good E2E network quality KPI per location Individual user Actual experience End User Experienced Quality Operators are more and more trying to look to the services they offer to customers...if I offer a BlackBerry service, (this) means that I no longer only look into the BES hardware uptime and availability SLAs. I now look at the performance of my BlackBerry data service at an end to end basis. It allows us to provide service SLAs to the enduser. (CTO, wireless communication service provider, India)* Source: A commissioned study conducted on Service Management by Forrester Consulting on behalf of NSN, March 2011 covering 30 CSP decision makers 5 Nokia Siemens Networks

6 Transformational Outsourcing is the answer 5 4 Proactive Customer Care Devices Services in use Individualized KPI 3 2 Multi vendor network management 1 6 Nokia Siemens Networks

7 Reduce complexity of managing multiple vendors, expect performance Multi vendor network management 1 7 Nokia Siemens Networks

8 Worldwide proven experience in successfully managing multi-vendor network management USA Multi-vendor operations of TDM and transport equipment from over 20 vendors Latin America 5 year complete multi-vendor MS contract with NII Holding for 5 countries Latin America Multi-vendor operations and maintenance with equipments from over 70 vendors Spain Complete operations of Spain fixed and mobile networks counting 29 vendors Indonesia Performing network assurance service on Ericsson supplied 2G&3G infrastructure Africa Biggest multi-vendor outsourcing case in the region; one of the first supplier swap MS deals China Optimization of Huawei supplied BSS infrastructure using Netact Optimizer Australia Multi vendor MS contract covering network assurance performance & capacity management 8 Nokia Siemens Networks 60% of network elements managed are from other vendors 170 multi vendor networks managed

9 Integrating individual excellence with real time performance Individualized KPI 2 9 Nokia Siemens Networks

10 Real time network and service performance through GNOCs Real-time Monitoring Faster Active reaction alarm display to Clear faults Code e2e Heart automation Beat - GIS Realtime QoS QoE 10 Nokia Siemens Networks

11 From aggregate level monitoring to individual KPI management Individual site level KPI Individual subscriber level KPI Tool identifies changes in performance of site from hour to hour compares it to change in performance at same time in previous week and if abnormal raises an alarm Remote team analyze the alarm, and take appropriate action to recover Single Process Site picks Degradation up 10s of sites tool for per market week QoS differentiation and Subscriber Equity leading CSP in in mature APAC market Optimization for European CSP Tool identifies changes in in performance of of site from Example: A group of of subscribers with an average hour to to hour compares it it to to change in in revenue per day of of $4.9 and a high churn rate (33%) performance at at same time in in previous week and if if showed links with the following KPI thresholds that abnormal raises an alarm make them more likely to to churn: Remote team analyze the alarm, and take Location update failure appropriate action to to recover rate > 4% Average call setup time > 6 seconds PS attach drop rate > 5% Voice call setup success rate < 97% 11 Nokia Siemens Networks

12 Drive stickiness through better service quality Services in use 3 12 Nokia Siemens Networks

13 Paradigm shift of network operations to service operations Service management Customer experience Churn reduction Service differentiation Service Service view view Business Business view view Customer Customer view view Service operations End to end view of a service and its impact on business and customers Optimized total cost of of ownership Foundation for customer experience management Increase revenues through differentiated services Network operations Transformation Operational efficiency Cost reduction E2E network E2E view E2E network network view view view Network Network domain domain domain domain view view Network operations Network monitoring, configuration & reporting 13 Nokia Siemens Networks

14 Case Study for UK CSP: Service Problem & Quality management Improved Mobile Broadband experience Challenges Accurate and comprehensive view of the MBB customer experience Proactively identifying future bottlenecks and risks to customer experience My Service does not work Service Quality Management Customer Care Center Service Problem Management Voice + Mobile Broadband Business as usual Network Operation Benefits 70% reduction in service problem resolution time Reduced customer care complaints for voice and MBB Improved service retainability for MBB Substantial Voice quality improvement, Voice Drop Call Rate reduction and MBB service usage trend positive Core and RAN 14 Nokia Siemens Networks

15 Devices - how customers experience the service 4 Devices 15 Nokia Siemens Networks

16 Better customer understanding based on real-time device data Case study: Services and handsets distribution analysis CSP in APAC Analysis of the traffic in the network will give insight to the usage of the Mobile Broadband service : Traffic Type distribution analysis Usage patterns Location based analysis Device performance analysis Device & applications Performance analysis Daily bandwidth share, downstream 22% Web P2P Web Media News Groups All others 43% of downlink is web and 22% peer-to-peer Average Video Throughput Comparison of Smartphone Uses Big difference in performance between iphone and other brands 16 Nokia Siemens Networks

17 Reduce Churn and drive revenue through better customer care 5 Proactive Customer Care 17 Nokia Siemens Networks

18 First-time right resolution by call centers Real-time, automated and personalized care for Orange Switzerland 1. Insight The cause of the problem is described in plain language Insight Insight Agent The accesses problem the device Action is solved. & identifies the problem. Action Agent changes the parameter to UMTS. The solution proposes an action to solve the problem: a link to device management. "This solution is a product that will enable call centers to make a real difference in the companies customers experience. We can solve technical problems during the first call in 50% of the cases. Response is available on average in 20 seconds. Customer Care Head, Orange Switzerland 18 Nokia Siemens Networks

19 Proactive customer intimation through Service Operation Center Service degradation Regions / Customers Services Resources 19 Nokia Siemens Networks

20 Outsource your transformation, in-source Total Expertise Network? Users? Customer Expectation Customer Expectation. Managed Customer interaction Capabilities. Mindset Strategy Service management Efficiency Infrastructure 20 Nokia Siemens Networks

21 Thank You 21 Nokia Siemens Networks