Telekom Slovenije: Improving Customer Experience with Better Message Delivery

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1 2015 SAP SE or an SAP affiliate company. All rights reserved. Telekom Slovenije: Improving Customer Experience with Better Message Delivery Telekom Slovenije is recognized as the most reliable mobile network operator in Slovenia, but it wanted to improve message delivery rate and reliability. It deployed the SAP SMS 365 mobile service, enabling it to deliver messages to networks better than the competing interconnect hub, improve customer experience, and increase revenue from its international SMS business.

2 Company Telekom Slovenije d.d. Headquarters Ljubljana, Slovenia Industry Telecommunications Products and Services International messages Employees 2,749 Revenue million Web Site BUSINESS TRANSFORMATION Objectives Improve reliability of SMS delivery Add hubbing functionality Deploy the SAP SMS 365 mobile service to support the delivery of SMS messages to 80 operators in 30 countries Include a dedicated platform (number resolution system) to manage mobile number portability Include a Web-based SMS reporting platform that allows operators to view messaging traffic Benefits Delivered messages to some networks better than the competing interconnect hub did Increased retail and wholesale revenue from international SMS business Maintained high quality of service on all routes Delivered messages to many more destinations reliably and improved customer experience Read more TOP BENEFITS ACHIEVED Improved Customer experience due to reliable delivery of messages to a greater number of networks Simpler Integration and processes for going live Better Evolution of services in order to cater to demands of future messaging Telekom Slovenije lets customers enjoy best user experience and reliable mobile services. SAP Mobile Services, a leader in SMS hubbing, helped us improve our international message delivery. Mateja Sonc, Senior Roaming Expert, International Carrier Services, Telekom Slovenije d.d. 2 / 6

3 A brand people trust According to the Reader s Digest Trusted Brands survey, Telekom Slovenije d.d. is one of Slovenia s most reliable mobile service operators, providing the highest network reliability and better coverage than many other local operators. In fact a seven-time winner of the award, Telekom Slovenije offers cutting-edge services and technologies including fast mobile access to the Internet and the latest LTE technology to support fast data transfer. These advantages are available for prepaid, WiFree hotspots, and mobile services as well. Telekom Slovenije is the most accessible mobile service provider in Slovenia, with 21 Telekom Slovenije sales centers and over 350 points of sale throughout Slovenia. It works with the broadest selection of roaming partners of any local provider. SAP SMS 365 simplified our SMS interconnection. The team at SAP is very professional. I would definitely recommend them as an SMS interconnect provider. Mateja Sonc, Senior Roaming Expert, International Carrier Services, Telekom Slovenije d.d. 3 / 6

4 Simple and efficient implementation of SMS hubbing Telekom Slovenije had a competitive messaging hub in its network when it engaged SAP. But SAP had established itself as a top messaging interconnect player, and Telekom Slovenije wanted to deploy its mobile services for messaging interconnect. As a result of this decision, the SAP SMS 365 mobile service was deployed within only four weeks by SAP Mobile Services, a division of SAP. The implementation was smooth and the documentation easy to follow, while the expertise of the SAP employees made for a very profitable collaboration. A messaging interconnect service is composed of multiple physical servers sharing the same global title and two different IP addresses behind a load balancer, which is responsible for serving many of Telekom Slovenije s operator customers. SAP SMS 365 has a dedicated platform called a number resolution system, or NRS, which addresses mobile number portability (MNP), a standard used in many countries. Hosted by SAP SMS 365, the NRS platform manages all country numbering plans while supporting MNP within the country. Telekom Slovenije has access to the SMS report manager provided by SAP. This hosted, secure, Web-based SMS reporting platform lets the company view its international SMS messaging traffic. SAP offers two methods of SMS routing: direct HLR addressing and prefix addition. These options provide customers with a choice, as different customers prefer different setups on their SMSCs. Telekom Slovenije opted for direct HLR addressing. 4 / 6

5 On top of the market and ahead of the competition SAP SMS 365 has enabled Telekom Slovenije to expand the reach of its SMS services significantly by simplifying the interworking arrangements between operators. Thanks to full outsourcing of complex routing through hubbing, Telekom Slovenije was able to achieve significant cost savings while maintaining full control of route selection. It also greatly improved the reach and quality of its services when it gained the technology to deliver messages to destinations not available through its bilateral agreements. This has made it possible for Telekom Slovenije to achieve unparalleled global reach, comprising over 1,040 mobile operators and 6.1 billion connections. Thanks to the versatility of SAP SMS 365, Telekom Slovenije now reaches multiple geographically diverse nodes. The mobile service supports all standard messaging protocols, including SS7 and IP, and a wide variety of operator-specific proprietary protocols. It supports SIGTRAN through the SAP IPX 365 mobile service, which reduces signaling costs and helps ensure quality of service. It also enables the company to utilize IPX connectivity to add additional voice, roaming, and data services. BENEFITS 30 Countries 80 Mobile operators 5 / 6

6 Telekom Slovenije Simplified SMS traffic routing SMS hubbing provides operators connectivity without complexity. They can send messages to many countries without the hassle of managing bilateral relations with each operator in each country. Yet both Telekom Slovenije and SAP believe in evolving beyond basic hubbing features. The SAP Intelligent Hubbing 365 mobile service is the next step in this evolution. The service lets an operator connect with the hub to achieve global reach and still use bilateral connections for some traffic. An example is sending messages to group companies or to operators, where the mobile service provider has a commercial advantage in keeping the bilateral connection. The SMS hub used by Telekom Slovenije accepts all traffic. The traffic it identifies for bilateral connections is sent back to Telekom Slovenije for it to route. Telekom Slovenije s next planned step is to progress from SAP SMS 365 to SAP Intelligent Hubbing 365. It will then be able to enjoy the best of bilateral and hub-based connections (15/05) 6 / 6

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