Published on March 4, 2014
Managed Services: Yielding Excellent Results at Videocon Managed Services World Congress 2013 Mr. Krishnan Swamy Panicker CTO & Director of Videocon Telecommunications Ltd. 1 – 2013 v02 Q2 Mr. Yossi Abraham Comverse Vice President of Services Sales Proprietary and Confidential 200 Quannapowitt Parkway Wakefield, MA 01880, USA COMVERSE
Poll Question: What Are The Most Important Benefits You would Expect from Managed Services? ❶ Cost Reduction ❷ ❸ ❹ Streamline Processes Accelerate Time-To-Market Foster Innovation 2 Enhance Customer Experience Increase operational Efficiency Reduce Time-to-Revenue Proprietary and Confidential COMVERSE
For Those of You Who Have Selected Answer # ❶ Cost Reduction We recommend Fresh Orange Juice at our Smoothie Bar 3 Proprietary and Confidential COMVERSE
For Those of You Who Have Selected Answer # ❷ Enhance Customer Experience Foster Innovation We recommend The Jungle Juice at our Smoothie Bar 4 Proprietary and Confidential COMVERSE
For Those of You Who Have Selected Answer # ❸ Streamline Processes Increase operational Efficiency We recommend The Mango Dream at our Smoothie Bar 5 Proprietary and Confidential COMVERSE
For Those of You Who Have Selected Answer # ❹ Accelerate Time-To-Market Reduce Time-to-Revenue We recommend The Strawberry Fantasy at our Smoothie Bar 6 Proprietary and Confidential COMVERSE
About Comverse 7 Proprietary and Confidential COMVERSE
Comverse Telecom Experience We Are Market Leaders in Each of Our Domains #1 #1 Converged Voicemail & Call Completion Billing #2 #2 MMS SMS …and We Serve All Our Domains #3 Prepaid Billing #4 Postpaid Billing #4 Mobile Browsing #5 Policy Management & Enforcement 8 Proprietary and Confidential COMVERSE
Comverse. At Your Service! Great Service Experience Ready to Serve YOUR Needs 9 Proprietary and Confidential COMVERSE
Enhance Customer Experience Bill experts streamlined process and improve bill accuracy -40 Less Bill related calls to call center Bill Clarity Managed Services Billing experts design the best fit invoices formats Works for our customers Proactive Plan Adjustments Deliver Business & Operational Results Adjusting offers to specific market and customers’ needs, when needed + Loyalty Foster Innovation Product catalog dedicated experts From Reduce churn +30 Increase confidence of launching new plans Innovative idea or use case based on worldwide experience To Improve Customer satisfaction Reduction in Incident handling period +30 Faster Time To Market Competitive edge Full launch delivered on the live system Tailored to customer needs In Average of 5 days Improve system Utilization00 Faster Time To Revenue Optimized operation Reduce costs 10 -15 Increase system Availability Proprietary and Confidential Introduce new plans faster -75 Reduction of MTTR & -66 Reduction of new problems -22 Reduction in bill cycle running time Configuration tasks reduce CRs man days trained / certified customer engineers program Product catalog experts defines price plans from idea to launch Expert sourcing on site MS on site, streamline process and fine tune configurations Billing experts on site improve utilization of core capabilities COMVERSE
Managed Services Experience Videocon Telecommunications Ltd.
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 12 | 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 13 | Videocon Mobile Services | © 2010
Market Drivers and Implications Market Drivers Ambitious Growth plan @1million/month • Highly competitive landscape 8 service providers • New operators are under serious revenue pressure • Differentiate in the market place • Pressure for low Tariff – 2USD ARP, mostly regulated • High rate of churn – >4% • Fast changing localized promotions 14 | Videocon Mobile Services | © 2010 Implications on CSPs Scalability to match rapid expansion strategy Keep the system flexible yet cost effective ecosystem Requires an Offer for every need: • New innovative servicesadvanced promotion and rating schemes • Launching rapidly attractive business models • Aggressive tariff model to penetrate the market • Aggressive lunch dates for early entry Requires Optimize operational efficiency and utilization with professional expertise to ensure availability and streamline processes Advanced product catalog capabilities backed by experts who can manage it efficiently and in a rapid manner
BSS & Managed Services at Videocon Deployment: • 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 Managed Services Engagement Scope: • 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...) Support type: • Tiered support • Service based – KPI’s /SLA’s 15 | Videocon Mobile Services | © 2010
Managed Services Operational Results Rapid time to Market Cost saving & Unification New product launches in = 30% days Improvement Central product configuration team for markets Increase system availability and utilization 75% Reduction in Mean Time To Repair (MTTR) Availability of 16 | Videocon Mobile Services | © 2010 99.999 66% Reduction in new problems
Managed Services Helps Us To Foster Innovation Utilizing the Managed Services experts to demonstrate From Innovative Idea To Fulfillment innovation In just days (average) Comverse MS experts & Videocon Business teams discuss ideas for plans & business models Comverse product catalog expert analyze the ideas, present implications and alternatives leveraging on Comverse product expertise and global experience 17 | Videocon Mobile Services | © 2010 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
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 18 | Videocon Mobile Services | © 2010
Questions? 19 Proprietary and Confidential COMVERSE
20 Proprietary and Confidential COMVERSE
Thank You Mr. Krishnan Swamy Panicker CTO & Director of Videocon Telecommunications Ltd. 21 Mr. Yossi Abraham Comverse Vice President of Services Sales Proprietary and Confidential COMVERSE
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