Amdocs Customer Success Story. Amdocs Sets the Standard for Managed Service Business Transformation for a Leading Mobile Service Provider

Transcription

1 Amdocs Customer Success Story Amdocs Sets the Standard for Managed Service Business Transformation for a Leading Mobile Service Provider

2 This mobile service provider is a leading communications business. Its business strategy is to create a leaner, more customer-focused organization. To achieve this, it launched an ambitious plan to outsource some of its key IT operations. The organization chose Amdocs - a long-standing partner - to assume responsibility for its largest and highest revenue generating customer management business operation. But a critical part of the service has been Amdocs ability to lead several of the world s leading IT services providers and its Company at a Glance Company: Leading mobile service provider Headquarters: UK Employees: 10,000 Subscribers: Over 10 million Annual revenue: Around 3bn Services: A range of communications services including mobile voice, messaging, data and fixed broadband ability take responsibility for non-amdocs as well as Amdocs systems from Design to Operate. Since using the Amdocs Managed Service, which has far exceeded agreed KPIs and SLAs, the mobile service provider has seen OPEX costs fall by 20 percent, an improvement in customer experience and an increase in efficiency. Because of the success of the Amdocs Managed Service, the company is using it as a best practice standard for business transformation outsourcing across the business. 2 Copyright 2012 Amdocs. All Rights Reserved.

3 Striving for a lean business model This mobile service provider is a leading mobile communications company. It serves around 10 million customers and provides both consumers and business customers with a range of mobile and fixed-line communication services. The relationship between the organization and Amdocs is one of the longest and strongest in the telecommunications industry. Amdocs first started working with the company several years ago, with its CRM and later BSS solutions and over the intervening years Amdocs has supported the organization s transformation into a leading mobile communications company. In 2010 the relationship took a significant turn when the company outsourced not just Amdocs, but also third-party solutions to Amdocs. Today Amdocs is one of the company s most important partners, entrusting the entire management of its mission-critical and highest revenue generating operations customer management to Amdocs. The objective was to reduce costs and improve efficiency, while continually improving service quality. The company wanted a core of strategic partners that would have much deeper involvement - such as end-to-end responsibility (design, build, maintain and operate) - but also expect greater responsibility and accountability from those partners. The service provider chose Amdocs to head up customer management because of Amdocs the existing and long-standing relationship, Amdocs considerable experience and knowledge of the telecommunications industry and Amdocs managed services expertise. Challenges Support a business strategy to create a more streamline organization Enable mission-critical business operations to be managed more efficiently and cost effectively Reduce capital and operational costs Solution Amdocs Managed Services for the business largest and highest revenue-generating business operation On-site and offshore based model Amdocs service capability covers a wide range of Amdocs and non-amdocs systems such as CRM, Billing, Mediation, Broad range of services managed and delivered by Amdocs include: Application Development Application Operation and Application Maintenance Project and Programme Management Systems Capacity Management Amdocs prime systems integrator role leads multiple suppliers including some of the world s top IT service businesses. 3 Copyright 2012 Amdocs. All Rights Reserved.

4 Amdocs - a standard for managed services The company decided to make Amdocs and its stewardship of customer management, a standard for how other business divisions should plan their outsourcing strategy. It is using Amdocs as its strategic partner, providing an Amdocs Managed Service customer management. Two factors make the service that Amdocs provides critical to the mobile service provider s business. Amdocs acts as the prime systems integrator for several different suppliers including some of the world s top IT service businesses. This lifts a huge management burden from the organization. Also, such is Amdocs expertise and capability that it is able to take responsibility for non-amdocs as well as Amdocs systems, accounting for over 30 missioncritical, CM systems. Amdocs provides a complete life-cycle service from interpreting business needs, designing, developing, configuring and implementing systems, to supporting solutions and managing future change. The services that Amdocs carries out include Application Development including Project & Programme Management and Capacity Management, Application Operations and Application Maintenance. The service is delivered by around 100 highly experienced Amdocs staff at the company s headquarters in the UK alongside 30 other Amdocs staff in Amdocs offshore offices in India. The agreement involved the successful transition of several staff to Amdocs. While the company handles first line support, Amdocs handles second and third line support, which includes managing and co-coordinating support operations of other suppliers. Results Reduces OPEX costs by 20 percent Improves customer experience by increasing online access speeds by 30 percent Achieves 100 percent on-time project delivery since start of Amdocs service in customer management Serves as a best practice standard for business outsourcing across the whole group Reduced the total number of incidents in second line support by around 40 percent Continually delivers over and above KPI and SLA expectation: Sub-admin provisioning never falls below 97 percent for a year Achieves near-100 percent success in delivering system changes first time Ensures 100 percent of critical incidents are resolved within SLAs Cuts bill run time by more than 55% from 20 hours to just 9 or less Amdocs achieves a 20% cut in OPEX costs The company estimates that by outsourcing its entire customer management operation to Amdocs, it has saved the business as much a 20 percent of OPEX costs. This has been achieved by transferring staff to Amdocs, enabling the company to reduce resources previously required when it managed the customer management function, and efficiencies that Amdocs has introduced through its outsourcing experience. As well as financial savings, another benefit is transferring to Amdocs accountability for customer systems management and delivering a first class service to the wider organization. A critical element of this has been Amdocs taking away management of other vendors. From a management, control and 4 Copyright 2012 Amdocs. All Rights Reserved.

5 service level agreements (SLAs) monitoring perspective, this represents is a huge benefit in terms of reducing cost, effort and time and the complexity of ownership. For example, not only is Amdocs responsible for meeting its own SLAs and key performance indicators (KPIs), it is accountable for customer management SLAs and KPIs including those of the other third-party vendors. A spokesperson for the mobile service provider says, I am delighted to say that the results of the Amdocs Managed Service are excellent. The Amdocs team has met and exceeded all its SLAs and KPIs, established effective reporting and governance, delivered significant demand and capacity increases whilst balancing high quality application development services. One of the stand-out elements of Amdocs services is improving the customer experience. Because Amdocs owns the complete customer management environment, it is able to look at business processes and systems to see how these can be improved to increase efficiency and performance even further. Shortly after the Amdocs Managed Service went live, Amdocs discovered the company s online capability was slow and customers were experiencing problems accessing their mobile phone accounts. By analyzing the problem and improving systems performance, Amdocs was able to speed the customer online experience by 30 percent. In addition, work that Amdocs has done to reduce errors and faults and increase availability of customer-facing applications has further improved the customer experience.. Amdocs exceeds KPI and SLA expectations One of the key features of the Amdocs service has been meeting and exceeding KPIs and SLAs. Consistently, Amdocs had delivered an outstanding level of service. For example, Amdocs has managed to exceed its SLA by scoring 100 percent for the number of critical incidents resolved. Other Amdocs achievements include never falling below 97 percent for a year for subadmin provisioning; consistently beating the billing availability SLA by several percentage points; and bringing down the bill run time by over 55 percent from 20 hours to 9 or less. Amdocs has also reduced the total number of incidents in second line support by around 40 percent. The spokesperson says, Outsourcing customer management has brought about significant business transformation for our business. The success of that transformation is down to the strength of partnership and team working between us and Amdocs. But it is also due to the knowledge, expertise and experience that Amdocs has delivered through its Managed Service operation stands as a benchmark for the future and as a case study in transformation and the operation of a managed service. 5 Copyright 2012 Amdocs. All Rights Reserved.