Would You Like to Provision Your B2B Customers Faster?
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Order to activation (O2A)
The entire process of traditional order-to-activation has become complex because of humongous increase in number of new services, applications and devices storming the ecosystem.
Bundling of voice, data, video-on-demand, gaming, location-based services, and enterprise integration with heterogeneous devices are opening fresh revenue streams, but at the same time are threatening customer satisfaction and customer retention. Prodapt, as a thought leader in the global telecom market, has come up with a capability for streamlining the O2A process for a customer provisioning system by removing its bottlenecks and constraints by reducing manual activity.
Prodapt is currently working with TIER1/TIER 2 customers based in North America for optimizing their customers’ O2A process for improved order management systems.
Order to activation is the end-to-end process which
starts with the capturing of the order and ends at billing of services offered. It goes
through the steps of service design, service activation
and verification.
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Why traditional O2A approach is not optimized?
52%
48%
52% YesNo
KPIs Are Not Measured in Real Time
Business Objectives Affected by O2A Process
O2A process impacts the CSPs’ bottom line as well as customer experience.
Improved Customer
Care82%
Improve OPEX
of Manual Handling67%
Revenue Leakage
Prevention
82%
No Single Point of View
Not measured in real time/near real time
Service providers agree that the end-to-end view of the O2A process is very important, but it remains very fragmented and complex.
CSPs have both more than five direct and indirect channels each involved in the O2A process as well as at
least five internal departments.
82%
High Level of Manual Touch
40%
Automation within the O2A process
0-20%
80 – 100%
Indicated only 0-20% of automation within the O2A process
28%
13%
Indicated only 80-100% of
automationLow levels of automation
High number of manual touch points
High level of error and faults
Negative impact on revenue and customer satisfaction
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“Known & unknown” constraints
FalloutHandli
ng
Cross Netwo
rk Orders
RevenueManageme
nt/Cost
ControlAdvance Infrastructur
e&
Technology
Custom Code
to Adapt to Change
Dependency
on Third-Party
Carrier NeedSolution
Unknown constraints: Solution needs to be identified
Known constraint: Solution requires innovation
FragileSyste
ms
Inaccurate
ProductCatalog
Dis-connected
Swivel-chair
Systems
LengthyInstallati
on
Known constraint: Solution requires additional expertise & action
OrderInaccura
cy
Delayed Due
Dates
DataQuality
Fragmented
Process
MultipleLegacy
Applications
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The attempts being made by telecom operators
O2A affects the key business objectives of every service provider today: revenue and customer satisfaction
Source : Ovum 2014
Eliminating manual componentsto improve efficiency and reduce errors
Replacing their legacy technology with hardware and software
Process optimization, in order to eliminate redundant sub processes
Every CSP has consciously attempted to improve its order-to-activate process. But the outcomes have been short of expectation, even disappointing.
Market Study
CSPs have been attempting to address the challenges in the O2A process for a long time now with a short-term view. Some of the ways that CSPs have tried to address the challenges by are as below
INEFFICIENT ORDER-TO-ACTIVATE CHAIN
As customers have become more demanding and services more complex, operators are discovering that the traditional approach to fulfilling subscriber orders isn’t good enough anymore.To enable product differentiation and gain the agility needed to succeed against competitors, the service providers need to implement an optimal waiting time & minimized activation time to address their lead-to-activate issues.
CustomerOrder
Configurationand Entry
FactoryOrder(s) Provision Activation
ValidateEnable
Customer
InvoiceCollectCash
ChannelWeb
Speech
Chat
Kiosk
Customer
Sell/ Contract/AccountSetup
SalesProcess
This insight targets at CSPs who have inefficient O2A process which needs optimization in terms of end-to-end processing time and help them achieve
the fast time to market.
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Sub-systems involved in O2A
Lead Managem
ent System
Opportunities in Funnel
Quote- Purchas
e Order/B
Q
Order Management Sub-System
Provisioning
Sub-System
Activation
Sub-System
Revenue Managem
ent
L2Q - Lead to Quote Pre-billingO2A - Order to Activate
WHY PROVISIONING ALONE TAKES MORE TIME IN O2A PROCESS
20%
65%
15%
Percentage of average time spent in each system
TECHNO-FUNCTIONAL GLITCHES
NO STANDARD PROCESSMORE REDUNDANT STEPS
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Provisioning “new” order: High-level process flow
Circuit ID team works on the circuit naming
Sales team submits qualified order
Connecting facility assignment team works on circuit design
Provisioning team submits service request to other carriers
Provisioning team acknowledges the FOC from other carriers
Testing team obtains “circuit status” from other carrier via voice auth
Technician works on cross connects installation
Incident/service request placed for “cross connects”
Assign & validate for IP requirement
Provisioningteam acknowledgesthe DLR from other carriers
Testing team validates CKT via loop test
Schedule for activation (hotcut)
Provisioning team acknowledges the provisioning completion from other carriers
Activation of data & voice products
Validate for assigned pricing
WT AT PT4 days 1 days 40 min.
WT AT PT10 days3 days 40 min.
WT AT PT5 days 1 days 20 min.
WT AT PT4 days 2 days 5 min.
WT AT PT1 days 6 days 15 min. 4 days 1 days
WT AT PT1 days 4 days 10 min.
WT AT PT3 days 1 days 15 min.
WT AT PT3 days 4 days 5 min.
WT AT PT41 days3 days 30 min.
WT AT PT25 days3 days180 min.
WT AT PT29 days15 days60 min.
WT AT PT2 days 6 days 15 min.
Process flows doesn’t involves other carriers Process flows involves other carriers
WT
AT
PT
AverageWaiting TimeAverageAssigned TimeAverageProcessing Time
FOC- Firm Order Confirmation; DLR- Design Layout Record
Prodapt’s Capability on Optimization
WT AT PT56 min.
WT AT PT1 days 4 days 10 min.
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Most time consuming process: Deep-dive analysis
Max. average time spent in each block in
provisioning systemCritical reasons
Success factors which reduce the delayBlock
name
Testing team validates circuit via loop test
Schedule for activation (hotcut)
Activation of data & voice products
WT41 days
AT PT3 days 30 min
WT29 days
AT PT15 days 60 min
WT25 days
AT PT4 days 180 min
Multiple circuits can't be tested at the same time – restriction in testingManual intervention required in loop testing
Dispatching technicians to fieldThird-party carrier dependencySynchronization of applications – system or automation failureManual testing on Ethernet productDelay in getting other carrier legsLimited automationMissing/incorrect info during design leading to reworkInventory data quality issue leading to fallout and rework
Scheduling based on third-party carrier availabilityTechnicians appointment calendarRobust application platformsCorrect product/service at first time
Effectively capturing the order with clean dataAuto identification of cross connect feasibilitySimplified product offeringEnrichment of missing parts of the order information from surrounding systems
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Key takeaways: Success factors which reduce the delay
Overall processing time of O2A can be optimized by reducing the major time
spent in three highlighted blocks which add to the delay.
Major recommendations are below.
PhysicalScheduling• Effectively
managing technicians’ appointmentcalendar
• Completion in 1st truck roll
Third-Party CarrierAvailability
First-Touch OrderResolution
• Optimized scheduling based on third-party carrier availability for testing and followed by hotcut
• Uncompromising data accuracy during order capture process makes order fulfilment to complete on time as expected
Manual follow-up of orders falling into jeopardyData quality issue leading to fallout Number of manual touch pointsComplaint calls related to orderGoodwill adjustment paymentOrder cancellation rateOrder delay
Volume of orders handled in given timeframeNet promoter score increasesRight at first time completionOrder flow through rateCustomer satisfactionActivation lead time
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Conclusion
Today's telecom industry is
shifting from market share acquisition to
customer satisfaction.
Operators are focused on how
to differentiate, target their
market segment, and
find better ways to
understand their
customers.
Operators stand to lose major
revenue if their order-to-activate
processes are not fast,
sophisticated, nimble and able to get the job done right the
first time.The vision of every operator should be highly automated O2A process more
than 70% to achieve the fast time to market.
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Johannesburg
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DallasTualatin
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London
THANK YOU!
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