Nokia Siemens Networks Service Operations and Management Solution Delightful service experience that boosts operators bottom lines Executive Summary
2/6 Service Operations and Management Solution When your network lights are green, why are subscribers flagging red? As people depend more on mobile broadband services and applications to support their daily lives, the prime competitive differentiator for operators becomes the customer experience. Network service quality ranks number one in importance for advanced users. Almost 60% of heavy users of advanced services expect excellent network quality, even if it costs a bit more.* It is clear that conventional network management can no longer effectively deliver the near-perfect service experiences that people expect because on-target network Key Performance Indicators (KPIs) do not always translate into top quality mobile broadband services. Typically, although customers may be suffering poor performance on their devices, different network domains, such as the radio access and core networks, appear to Network Operations Center (NOC) staff to be running well. Even when a problem is recognized and a fix applied, there is often no helicopter view of the service experience to confirm that everything is back in order. Managing service experiences in real time Nokia Siemens Networks new Service Operations and Management Solution combines customer insights with operations to close the gap between network and service experience. Operators can now manage the service lifecycle and tackle service degradations before customers experience bad service. This is the industry s most comprehensive solution to help operators always deliver excellent mobile broadband service experiences. It encompasses the strategy, design, modeling, configuration, activation, problem and quality management, and assurance and profitability management of services. The solution also uses real-time intelligence from Nokia Siemens Networks CEM on Demand. These two offerings work together to improve service performance across the customer base with extensive troubleshooting and also to enhance the individual customer experience with real-time capabilities provided through an easy-to-use online portal.
3/6 Service Operations and Management Solution A powerful combination of capabilities The Service Operations and Management Solution combines three key components: Customer Experience Management (CEM) and OSS tools such as Service Quality Manager (SQM) and Performance Manager (PM) that leverage extensive know-how gathered from Nokia Siemens Networks large installed customer base from around the world. Turnkey offering combining all key software and services components based on Nokia Siemens Networks Systems Integration expertise and solutions. New operations capabilities founded on Nokia Siemens Networks leading Managed Services and Service Management Capability Center (SMCC). This combination of software with built-in intelligence, deep network integration and strong telco operations experience brings greater operational benefits than applying fragmented solutions. Linking service assurance (problem and quality management) and service fulfillment (design and activation) provides end-to-end service management and operations from the network to services to the customer experience. Furthermore, operators benefit from Nokia Siemens Networks as the only responsible vendor for the end to end service experience, even though there could be multiple vendors supplying various solutions in the service lifecycle. Not only does this bring smoother and faster resolution of service problems, but a shorter time to market for new services becomes possible. For example, a new, fully integrated service launch can be achieved in two months instead of five months. In addition, Nokia Siemens Networks Service Operations and Management Solution enables operators to commit to a specific end user service experience based on SLA-driven service lifecycle management. Operators can be sure that they can deliver the service experience they have promised to their customers. Flexibility to suit your current operations The Service Operations and Management Solution can be delivered to operators flexibly: Operators looking for the insight and ability to take appropriate actions to improve the service experience can build a Service Operations / Service Management Center using leading OSS tools and benefit from Operations and Process Management support.
4/6 Service Operations and Management Solution Operators concerned about the service experience, but who want a lightweight approach without asset ownership can take software capacity on Nokia Siemens Networks CEM and OSS tools to complement CEM on Demand. Operators that lack in-house capabilities in service management and quick operational transformation can use a managed Service Management Center (SMC) model that either runs the operator s SMC or by making use of the Nokia Siemens Networks SMCC. Improved operational efficiency Service assurance, problem and quality management are interfaced with customer care, enabling an operator to predict and prevent service degradation and reduce calls to customer care. In one instance, an Asian operator has reduced service root cause identification from more than one day to less than one hour. Another operator, in the UK, has cut service resolution times by 70%. The potential for other savings is also huge. For example, service quality management can reduce the number of alarms by 20%, resulting in 13,000 hours of work saved in alarm handling per month. All of which adds up to happier customers who make fewer complaints and are less likely to churn, while operators free up resources to focus more on customer acquisition and retention. Shorter time to market Service design, modeling and cataloging help an operator to achieve differentiated and rapid service launches. This has enabled one mobile operator in Europe to reduce its time-to-market for new services by 70%. Furthermore, independent operator analysis shows huge advantages in bringing new services to market. One example demonstrated that launching just three months sooner would win 18% more subscriptions and achieve a 3.2m Euros gain in service lifetime revenues. Enhanced service revenues The readily available service models for mobile broadband enable complex network data to be turned into a simplified, accurate and meaningful picture of how well services are performing. This allows the real-time management of service use and capacity, so operators can achieve high levels of customer satisfaction and increased service use. For one APAC operator this has meant minimized service downtime and helped to avoid annual revenue losses of more than 2m Euros.
5/6 Service Operations and Management Solution Overall, improved service usage and higher quality of service experience can increase data revenues by up to 50% as exhibited in one of our US customer cases for a specific mobile broadband service. Holistic delivery, ready from day one The Service Operations and Management Solution helps service operations to link and understand the customer impact in real time for each service problem they detect. The solution is being delivered today and is showcased by a new Service Management Capability Center (SMCC) in India, which is ready to serve customers throughout the world and acts as our center of competence for service operations and management. The SMCC builds upon Nokia Siemens Networks global delivery capabilities that include integrated Global Service Delivery and Global Network Operations Centers that provide real-time network performance for more than 250 million customers. The SMCC helps operators to gain a deeper understanding of the possibilities for improved service experience and performance that boosts their bottom lines. This is achieved through interactive demonstrations in a live operational environment and by discussing their options face to face with Nokia Siemens Networks experts. Nokia Siemens Networks showed a deep level of commitment to increase our top line by improving the customer experience using an innovative end-to-end service performance management approach. Petek Ergul, Head of Core Networks, Three, UK. *Source: Acquisition and Retention study 2011, commissioned by Nokia Siemens Networks
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