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Managed Services World Congress 2013
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COMVERSE 1 Proprietary and Confidential 200 Quannapowitt Parkway Wakefield, MA 01880, USA Q2 – 2013 v02
Managed Services:
Yielding Excellent Results at Videocon
Managed Services World Congress 2013
Mr. Krishnan Swamy Panicker CTO & Director of Videocon Telecommunications Ltd.
Mr. Yossi Abraham Comverse Vice President of Services Sales
COMVERSE 2 Proprietary and Confidential
Poll Question: What Are The Most Important Benefits You would Expect from Managed Services?
❶
Cost Reduction
❷ Enhance Customer Experience
Foster Innovation
❸ Streamline Processes
Increase operational Efficiency
❹ Accelerate Time-To-Market
Reduce Time-to-Revenue
COMVERSE 3 Proprietary and Confidential
We recommend Fresh Orange Juice at our Smoothie Bar
For Those of You Who Have Selected Answer # ❶
Cost Reduction
COMVERSE 4 Proprietary and Confidential
We recommend The Jungle Juice at our Smoothie Bar
For Those of You Who Have Selected Answer # ❷
Enhance Customer Experience Foster Innovation
COMVERSE 5 Proprietary and Confidential
We recommend The Mango Dream at our Smoothie Bar
For Those of You Who Have Selected Answer # ❸
Streamline Processes Increase operational Efficiency
COMVERSE 6 Proprietary and Confidential
We recommend The Strawberry Fantasy at our Smoothie Bar
For Those of You Who Have Selected Answer # ❹
Accelerate Time-To-Market Reduce Time-to-Revenue
COMVERSE 7 Proprietary and Confidential COMVERSE Proprietary and Confidential
About Comverse
COMVERSE 8 Proprietary and Confidential
Comverse Telecom Experience
…and We Serve All Our Domains
#1 Voicemail &
Call Completion
#2 SMS
#2 MMS
#1 Converged
Billing
#3 Prepaid Billing
#4 Postpaid Billing
#5 Policy Management
& Enforcement
#4 Mobile Browsing
We Are Market Leaders in Each of Our Domains
COMVERSE 9 Proprietary and Confidential
Comverse. At Your Service!
Great Service Experience
Ready to Serve YOUR Needs
COMVERSE 10 Proprietary and Confidential
Enhance Customer Experience
Foster Innovation
Deliver Business & Operational Results
trained / certified customer engineers program
Expert sourcing on site
Bill experts streamlined process and improve bill accuracy
Proactive Plan Adjustments
+ Loyalty
Adjusting offers to specific market and customers’ needs, when needed
Bill Clarity Billing experts design the best fit invoices formats
Product catalog dedicated experts
Competitive edge
Tailored to customer needs
Innovative idea or use case based on worldwide experience
Full launch delivered on the live system
To In Average of
&
From
Increase system Availability
Improve system Utilization00
Improve Customer satisfaction
Reduce churn
Less Bill related calls to call center
-40
Product catalog experts defines price plans from idea to launch
MS on site, streamline process and fine tune configurations
Configuration tasks reduce CRs man days
Billing experts on site improve utilization of core capabilities
Faster Time To Revenue
Optimized operation
Faster Time To Market Introduce new
plans faster
+30
Reduce costs
Reduction in bill cycle running time
-22
-75 Reduction of MTTR
-15 Reduction in Incident handling period
-66 Reduction of new problems
+30 Increase confidence of launching new plans
Managed Services
Works for our customers
5 days
Managed Services
Experience
Videocon Telecommunications Ltd.
12 | Videocon Mobile Services | © 2010
Videocon Group Overview
• Global business conglomerate with >5B USD in revenue
• #1 in Consumer Electronics & Household name in India
• 25 years of successful business relationships
• Rated amongst Top 15 business houses in India
• Among 100 emerging giants of the world (BCG)
• Constantly leverage a culture of innovation
• Global R&D and manufacturing facilities
• 25000 strong manpower
• More than 160 million users of Videocon products
• One of the largest nationwide distribution network in India
13 | Videocon Mobile Services | © 2010
Videocon Telecommunications Ltd. (VTL)
• The Telecom arm of the Videocon Group in India • Established in 2007 [Known as Datacom] and obtained Pan India UAS, NLD & ILD license in 2008.
• Rechristened as Videocon Telecom and launched services in February 2010.
• Was acquiring @ 1million customers per month.
• Operations disturbed due to license issue
• Re-entered the market through fresh bidding for spectrum and license in 7 service areas in February 2013
• Current active customer base approximately 4.5 million • Prepaid services on Comverse ONE, NLD and ILD services launched
• Limited postpaid launched through Comverse ONE
• Enterprise Services’ – Limited launch
• VAS – Large bouquet launched
• Plan to build business quickly and turn to state-of-art network by inducting FDD LTE
14 | Videocon Mobile Services | © 2010
Market Drivers and Implications
Market Drivers Implications on CSPs Requires
Ambitious Growth plan @1million/month
Scalability to match rapid expansion strategy Optimize operational
efficiency and utilization with professional expertise to
ensure availability and streamline processes
• Highly competitive landscape - 8 service providers
• New operators are under serious revenue pressure
Keep the system flexible yet cost effective ecosystem
• Differentiate in the market place
• Pressure for low Tariff – 2USD ARP, mostly regulated
• High rate of churn – >4%
• Fast changing localized promotions
Requires an Offer for every need: • New innovative services-
advanced promotion and rating schemes
• Launching rapidly attractive business models
• Aggressive tariff model to penetrate the market
• Aggressive lunch dates for early entry
Advanced product catalog capabilities backed by experts who can manage it efficiently
and in a rapid manner
15 | Videocon Mobile Services | © 2010
BSS & Managed Services at Videocon
• Comverse ONE Billing solution – launched March 2010
• Capacity of 25 Million Subscribers
• Two Comverse ONE instances to serve 7 telecom circles / business-units in India, to provide:
• Separate taxation, language, products, operations
• Central product configuration team
Deployment:
• Provided by Comverse
• Multi-year engagement (5 years) - Extendable
• A team of MS professionals based onsite, to answer any service request, Inc. T1, T2, T3 & OM
• MS framework to enable operational efficiency and business growth
• Application Management, Asset Management, Change Management, Inventory management , product configuration, operation &infrastructure
• Incident & Problem management
• Performing all the operational tasks on regular basis (Daily reports, DWH extracts...)
Managed Services Engagement Scope:
• Tiered support
• Service based – KPI’s /SLA’s
Support type:
16 | Videocon Mobile Services | © 2010
Managed Services Operational Results
Rapid time to Market
Cost saving & Unification
Increase system availability and utilization
New product launches 30% in days Improvement
=
Central product configuration team for
markets
66% Reduction in Mean Time To Repair (MTTR) 75%
Reduction in new problems
Availability of 99.999
17 | Videocon Mobile Services | © 2010
Managed Services Helps Us To Foster Innovation
Utilizing the Managed Services
experts to demonstrate
innovation
From Innovative Idea
To Fulfillment In just
days (average)
Comverse product catalog expert
analyze the ideas, present
implications and alternatives
Comverse MS experts & Videocon
Business teams discuss ideas for plans & business
models
Once agreed, a Release plan is
developed, including detailed
time line, R&R and governance
aspects…
Comverse Application
experts deliver and manage the enhancements,
inc. UAT and going live plan
leveraging on Comverse product expertise and global
experience
18 | Videocon Mobile Services | © 2010
Managing a Successful MS Partnership
• Its all about partnership! Set the right contract…but keep it in the drawer
• Select a partner that provides business values beyond cost reduction and operational efficiencies
• SLAs should reflect business objectives, not only operational performance permanents – focus on KPIs that matter…and limit them to a manageable number
• Create a proactive problem solving mechanism, based on mutual understanding and commitment
• Work with the best product experts, the one the best know how to efficiently (and affectively) use the technology
• Focus on business drivers managing each day of the operation
COMVERSE 19 Proprietary and Confidential
Questions?
19
COMVERSE 20 Proprietary and Confidential 20
COMVERSE 21 Proprietary and Confidential
Mr. Krishnan Swamy Panicker CTO & Director of Videocon Telecommunications Ltd.
Mr. Yossi Abraham Comverse Vice President of Services Sales
Thank You
21
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