Selected Managed Services Case Studies. Amdocs Global Strategic Sourcing

Transcription

1 Selected Managed Services Case Studies

2 Amdocs Managed Services Customers 35+ Managed Services customers worldwide More than 500M subscribers supported Tier 0-4, Greenfields Wide range of IT systems supported Innovative commercial models

3 End-to-End Customer Care and Billing Operations Managing the Entire Order-to-Cash Lifecycle End-to-end customer care and billing operations with significant work offshored Consolidation and modernization of legacy customer care and billing systems across LOBs Services Scope: End-to-end BSS managed services Business Process Improvements Application Development Application Testing Application Support 5-year BSS and OSS managed services engagement across all LOBs BSS: Customer management, ordering and billing including services Responsibility over the whole process of order to cash for broadband OSS: End-to-end OSS, managing over 160 legacy systems Rebadging of employees 45M Reduce TCO and predictable IT spending Fixed line and mobile telephony, Internet services, digital television, broadcasting, radio and print Consolidated billing platform serving postpaid, prepaid and wholesale customers Reduced operational costs by ~40% Reduced cost per bill by 20-25% South 60M Meet urgent need to reduce Opex Mobile, fixed line and broadband Internet services Broadband LOB (Greenfield) going live in a record time - 5 months! Focus on core business of rolling out new services and providing a differentiated customer experience Reduce operational cost by 30% Achieve modernization of the billing environment Fulfill integrated bill commitment to customers Improved efficiency in billing operations using automation and operational tools Lowered billing cycle time by more than 60% Roll out broadband Greenfield with a very short timeline Improve operational KPIs and SLAs Reduce time to market Create single point of accountability Improve operational KPIs and SLAs and implement operational best practices

4 Innovative Commercial Model Enabling Business KPI Improvements Improve O2A Flowthrough via Seamless IT & Business Revenue Share model + Fees linked to performance Joint IT organization, including an employee secondment model Full suite of BSS solutions: Billing, care, self service, ordering Services Scope - Covering a full suite of BSS solutions: Amdocs billing systems Amdocs customer care systems Business process operations Third-party applications Service desk OMC Amdocs Order Management Center End-to-end process accountability BSS/OSS, Frontend and Backend, Business and IT Business process reengineering Focus on business KPIs and SLA improvement Ongoing YOY measurement and improvement Strong and focused governance and partnership model (improved interaction between IT and Operation) Type APAC 47M Mobile (3G) Broadband Data 99% Prepaid EMEA 4M Wireless, wireline, Internet and cable TV 3 competitive price plans a week Lower operational costs: Over 30% reduction in OPEX Improve end-to-end time to market Improve ability to act and respond quickly Reduce TCO and predictable IT spending Reduce operational risk Ensure application scalability to support dynamic growth (Data Adoption) Reduced operational cost by 20% Cost predictability Up to 400% improvement in operational process efficiency 60% reduction in P1/P2 incident Increased reliability and reduced risk Reduce high ratio of order fallouts, stuck orders and orders backlog Reduce high expenses due to lack of efficiencies, siloed organization and multiple BPO vendors Superior revenue assurance capabilities and setting the stage for launching new and bundled service offerings Improved SLAs including Time-To-Resolve (TTR) critical issues and Quality KPIs - activation time cut by over 60%; AHT cut by 50%; Order fallout cut by 64%

5 B/OSS Managed Transformation Legacy Modernization through Managed Services Modernization of Billing, Customer Care and OSS platform End to End Managed Services Operations Business Process Operations Applications Management Data Center Operations Consulting and SI Services, including: Migration and conversion Learning and workforce readiness services Testing services Onshore and offshore operations Managing legacy and Amdocs applications around customer care, billing, provisioning and partner wholesale systems Coverage includes Business Process Improvements, Application Management, Application Support, Program Management and Service Management 9M Wireless EMEA 5M Wireless data services Reduce TTM for product-offering introductions Support new business models (pay-in-advance, roaming and retail offerings) Reduce operational costs IT costs are less than 2% of revenue, the lowest in the wireless industry Reduced business risk and increased continuity Lower time to market to launch new services - world s First VoLTE Service Completed modernization within 9 months Reduced OPEX by ~ 25% Modernize billing and provisioning systems Reduce overhead and cost of changes; offer products quickly to the market place Reduced operational costs by 25 to 30%, while number of subscribers doubled CAPEX / OPEX Flexibility - Modernization cost part of the Managed Service engagement Enabled quick launch of new services with improved service quality Billing Flexibility - bill cycle date is not fixed by date and includes previous day events Enterprise Billing accuracy ~100% - Increased revenue due to fewer adjustments and compensations

6 Quick Business Launch Through Managed Services BSS and DWH/BI Transformation End-to-end managed services across billing, customer care, ordering and operational support systems (OSS) to help launch 3G network in five of Canada s most populous metropolitan areas Products include billing, customer care, ordering and operational support systems (OSS) Coverage includes Business Process Operations, Application Management, IT Infrastructure Management Transformation of all BSS: Billing, CRM, Ordering, EPC, Campaign Management, WFM Taking over legacy upfront Amdocs as Prime SI for BI/DW Consolidation and Transformation Rebadge Service Provider employees and contractors Greenfield Wireless APAC 30M Mobile, fixed line, and broadband Internet services Create a value based, pay-in-advance, unlimited wireless business to offer Canadians a compelling alternative to their high-priced wireless contracts Launch fast and on budget Quick time to market for launching wireless products and services - 5 months! Enabled the Greenfield operator to focus on its core business of rolling out new services and providing a differentiated customer experience Lowered risk and adoption of industry operational best practices Gain a unified view of the customer across all LOBs Reduce churn through proactive customer care Enable rapid and intelligent decisions to respond to competition Reduce TCO through platform consolidation Reduced project costs from Day 1 Reduced Opex Achieved BSS accountability with single Prime Vendor - one throat to choke Increased time to market and enhanced customer experience Single view of the customer, removing the LOB silos Increased platform agility

7 Prime SI for Legacy and Third-Party Applications Legacy and Third-Party Application Management Rebadge of entire BSS development organization: CRM and Revenue systems. Services: Business processes operations Application management IT & Infrastructure Management Management of third-party offshore partners Approx. 100 Legacy and third-party applications Multi-year outsourcing deal: Onshore and offshore operations Managing legacy applications around carrier access / retail billing systems, ordering, and wholesale systems Coverage includes Application Development, Application Testing and Support Managing multiple vendors & SIs across applications Managing more than 1000 legacy and third-party applications and thousands of employees EMEA 30M Fixed line and mobile telephony, broadband 39M Wireless services Predictable cost with immediate savings of 25% Day 1 cost savings (approx. 20 %) Merge two large organizations and create new senior management team Retain UK market share Business targets require successful IT modernization and consolidation Commitment to introduce stringent SLA with continuous improvement mechanism Ensured consistency and smooth transition between modernization program and legacy estate Achieved flexibility along several dimensions (resources, skills, volumes, KPIs) to meet changing business needs Achieved BSS accountability with single prime vendor Improve customer and billing systems Increase and improve control and provision of wholesale services Reduce costs and time to market Increase quality and decrease errors Ongoing cost reductions and financial impacts No business interruption and no transitional costs Immediate and ongoing improvements in delivery quality at no cost to the client Improved management of legacy ordering and wholesale platforms

8 BSS Transformation Selected Customer Testimonial End-to-end customer care and billing operations 60M Wireless and wireline services Modernize and transform legacy applications into a world-class, single, unified customer care and billing platform Lower OPEX Hosting operations at Amdocs data center with offshoring support Coverage includes: Business Process Improvements Application Development Application Testing Support Application Migration/Conversion Reduced infrastructure costs by ~20% Improved efficiency in billing operations using automation and operational tools Lowered billing cycle time by more than 60% Consolidated billing platform serving postpaid, prepaid and wholesale customers Modernized the billing platform using Amdocs products and services Netherlands They have their statement that 95 percent or more of their projects are delivered on time. So if needed, they bring in an army to make sure that the project is delivered on time. We promise this to deliver to you this deliverable for this price at that time. They do whatever needed to deliver. If we have an operational issue, you know, they will not go to sleep until that issue is fixed. We selected Amdocs to help us transform our IT infrastructure, having seen their track record in delivering similar data warehouse and BSS transformation projects around the world. With a strategic partner like Amdocs, we can approach these two large projects in a holistic manner. We will be able to convert data from our BSS systems into actionable business intelligence that will enable us to improve the customer experience, drive service uptake and revenues, and reduce operational costs. The long-term managed services relationship with Amdocs has helped us deliver significant financial impacts to our business. With the enhanced billing platform and outsourced operations, we have been able to improve the operational efficiencies and key service levels while lowering the time for new product introductions. The tight integration of the Amdocs products will help MetroPCS to increase operational efficiencies for quicker product-offering introductions, and to equip our agents with a consolidated view of all customer information for faster resolution of customer issues and an enhanced customer experience. By having Amdocs operate our systems at their data center, we can also reduce operational costs and offer even lower rates to our customers. Amdocs enables Sprint to improve operational efficiencies in our billing cycle and our care and collection systems. And it is all about improving the customer s overall experience. Operational efficiency means managing costs and running a better business and that drives customer retention and drives greater sales. Bert van Lieshout, Head of Partner Management Ernesto CU, CEO Frank Anderson Senior Vice-President, IT Delivery, Bell Residential Services John Olsen Chief Information Officer Scott Rice VP, Customer Billing Services

9 About Amdocs For 30 years, Amdocs has ensured service providers success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at Amdocs has offices, development and support centers worldwide, including sites in: THE AMERICAS: ASIA PACIFIC: EUROPE, MIDDLE EAST & AFRICA: BRAZIL AUSTRALIA Austria ISRAEL SPAIN CANADA CHINA CYPRUS kazakhstan SWEDEN COSTA RICA INDIA CZECH REPUBLIC THE NETHERLANDS UNITED KINGDOM MEXICO JAPAN FRANCE POLAND United Arab Emirates - Dubai UNITED STATES Philippines GERMANY RUSSIA Singapore IRELAND SOUTH AFRICA Taiwan THAILAND VIETNAM For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at Copyright Amdocs All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, Cramer and Qpass are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners.