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Copyright © 2010 TeleManagement Forum, All Rights Reserved. 1

TM Forum Webinar Series Event

Unified Billing and CRM Infrastructure: The Best Solution for Launching, Delivering, and Managing the Services Lifecycle


Sponsored by Oracle SPEAKERS Paul Hughes Director of Product Marketing, Oracle Communications Susan McNeice Vice President, Software Research, Yankee Group Sheryl Kingstone Director, CRM research, Yankee Group Khalid Ali Head of Commercial Programs, Expresso Telecom Group Chairperson: Darlaine Scott McCoy, TM Forum

© Copyright 2010. Yankee Group Research, Inc. All rights reserved.

Unified Billing and CRM Infrastructure: The Best SoluJon for Launching, Delivering, and Managing the Services Lifecycle

An Interac*ve Panel Discussion


Today’s Panel Members will Discuss

• The Changing Customer Service Model

• Obstacles that Inhibit a Rich Customer Experience

• Why IntegraJng Front Office and Back Office Systems is CriJcally Important

• Proof Points That Show the Benefits of Integrated Billing and CRM


We invite the audience to submit quesJons to the panel throughout the

session!


POLL QUESTION

Where is your company today in terms of integraJng its billing and CRM technology stacks?

• Not evaluaJng it at the current Jme • In the discovery phase • Currently evaluaJng soluJons/integraJon partners • IntegraJon currently underway • Already have integrated billing and CRM


Opex ReducJon and Customer Issues Dominate Now and in the Future

• Customer issues and opex issue dominate through 2014!

• Simplifying business operations is a key shift that must occur in the coming years!

What is your top business priority in 2010 and 2014?!


CSP Reasons for Inves/ng in BSS/OSS Transforma/on


Anywhere Consumers Change the Customer Service Model

people are directly touched by the Anywhere Network by 2015!

of respondents begin the story with their next smartphone purchase!

is the amount that data connectivity, the antagonist, will grow between 2009-2015!

applications create the crisis and climax with revenue growth in the next five years!

5 !Billion! 60%!

4.2 !Billion!29X!

New kinds of consumers!

New kinds of connections!

New kinds of devices!

New ecosystems!


Key Marke/ng Ini/a/ves Inhibited by SoDware Infrastructure Issues


CSPs’ Main Obstacles to Providing a Good Customer Experience


Disparate Billing/CRM Systems Increase Costs


Unified Billing/CRM Systems Streamline TransacJons


• Simplest of new offers or services takes many months or years to bring to market

• Design, coding, multiple-systems input, testing and launch

• Lost revenue opportunity

Web Retail Channel Partner

Call Center

Pre-paid Charging

Post-paid Billing

CRM Function

CRM Function

CRM Function

• Inconsistent and Generic • Slow

Mktg

IT ×?

Unified CRM and Billing Problem Defini*on – Common Challenges

Content SMS Voice IP

Services


• Business model expansion is not supported

• New silos need to be created • 18 – 24 month deployment times

Pre-paid Charging

CRM Function

CRM Function

CRM Function

• Inconsistent and Generic • Slow • High Risk

Mktg

IT ×?

Post-paid Billing

CRM Function


Call Center


Royalties Invoicing


Services



Pre-paid Charging

CRM Function

CRM Function

CRM Function

• Inconsistent and Generic • Slow • High Risk • Expensive

Mktg

IT ×?

Post-paid Billing

CRM Function


Call Center

Royalties

$ $

Invoicing


Services

• Business model expansion is not supported

• New silos need to be created • 18 – 24 month deployment times


• Low OPEX achieved through:

• Consolidation of multiple silos into a single configurable and extensible product platform

• Extensible SOA-based integration architecture

• Comprehensive self service capabilities lower call center costs

Unified CRM and BRM The Oracle Solu*on

Consistent and personalized Accelerated Low Risk Low OPEX

Unified View

CRM


Call Center

BRM

AIA

MDM

BI

Mktg

IT !!!

Business Models

Partner Mgmt

Pre-paid Charging

Post-paid Billing


Services


“Dare to dream“

18


Mauritania •PopulaJon 3,291,000 (2009 esJmate) • Mobile subscribers (2007): 35.5% • Growth expected in voice and data markets • Mobile operators: Mafel (Tunisia Telecom), Mauritel (Maroc Telecom), Chinguitel (Expresso) • TransformaJon Program

Senegal • PopulaJon 12,534,000 (2009 esJmate) • Mobile subscribers (2007): 27.9% • Significant growth expected in data market • Mobile operators: Senetel , Sonatel (France telecom), Tigo, Expresso Senegal • Green field

Nigeria •PopulaJon 154,729,000 (2009 esJmate) • Mobile subscribers (2007): 23.8% • Significant growth expected in voice, data, and VAS markets. 3G services are in demand. • Mobile operators: Glo mobile, MTN, Zain, Starcomms, Intercellular (Expresso) • TransformaJon Program

Expresso Footprint

Ghana •PopulaJon 23,837,000 (2009 esJmate) • Mobile subscribers (2007): 24% • Significant growth expected in voice and data markets • Mobile operators: Zain, MTN, Tigo (Millicom), Kasapa (Expresso) • TransformaJon Program


African Market Challenges

• High taxaJon • Regulatory issues

• Number portability • Low income groups

• Per capita income (ppp) • Sub-‐Saharan Africa: 1,770 • United States: 37,610 • European Monetary Union: 26,260

• Widespread illiteracy • Fraud • Fragmented Markets


Expresso Business Drivers

The criJcal success factor for ETG to generaJng new revenue streams and growing the customer base for these next generaJon services will depend on:

• Offering high quality of service at affordable prices. • DifferenJated service offerings. • Quick Time to Market . • Improved ROI by

— leveraging economies of scale across mulJple geographies. — Running a lean operaJon-‐ Focus on core-‐ competency, outsource everything else.

• Lower OPEX.


How Do We Make it Happen?


BOSS for Expresso

Expresso BOSS

Customer Service

Provisioning

MediaJon

Billing

Sales & Ordering

Fulfillment


SoluJoning

Build Business Architecture

• Validate exisJng business processes. • Benchmark against best pracJces. • Streamline. • Simulate end-‐ to-‐ end journeys

Map Technology

• Unified architecture. • Map products to processes. • IdenJfy integraJon points.

Deploy

• Build. • Test. • Train. • Roll out.

User-‐ approved Business Process Model

Approved SoluJon Design

Final SoluJon in ProducJon


Please take a few moments

to complete our survey!

Survey Sponsored by Oracle


THANK YOU FOR YOUR PARTICIPATION!

For further information: [email protected] [email protected] [email protected] [email protected]

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