Telecommunication firms today operate in an increasingly competitive and commoditized market. The value for these enterprises lies in aggressively retaining and growing the customer base and extracting more value from each customer relationship. Delays in activation and costly manual-intervention can cause loss of customer, revenue and operational inefficiencies. The ability to track and manage responsiveness for new phone activations can have a significant impact on the bottom line. Maintaining the best possible customer experience is key to continuing success in today's mobile communication market.
The challenge
For the customer the process of purchasing and activation of a mobile phone seems like a straightforward process. In a highly competitive market, fast service activation is critical to the quality of the end user experience and differentiates the provider. It is not unusual for this time to be under ten minutes. Retail vendors are more comfortable recommending the mobile provider with the best service levels and fast activation times.
The mobile activation process behind the scenes, however, is very complex, requiring precise and efficient integration between business and IT and the provider's network infrastructure and back-end systems. Meeting this challenge requires a well-tuned IT infrastructure and great deal of coordination with business processes.
Business Objects is the leading provider of business intelligence (BI) solutions for the communications industry. Accenture Communications Solution is continuously enriched by its experience serving high-performance communications clients. BI components within Accenture Communications Solution and HP OpenView BPI address the key areas of customer insight and revenue growth.
Proven technology, rapid results
Leveraging the combination of Business Objects technologies and HP OpenView BPI, this solution provides:
- Business process metrics for the processes monitored and insight into each step of the process via a business process dashboard, alerts and analytical reports
- Visibility into the activation process, enabling immediate and timely correction if processes exceed set thresholds
- Predefined processes, workflows, and data schemas, customized for telecommunications businesses
- Analytics for various business processes, preconfigured reports, and pre-set data transformation and loading procedures
Benefits
Now you can take advantage of a low-risk Process Aware Business intelligence solution specifically designed for the telecommunications industry and backed by HP's OpenView BPI and Accenture's system integration services. This solution:
- Provides analysis and visibility into customer activation process for decision makers
- Enables you to identify bottlenecks and address the process issues causing these
- Supports one integrated view of the customer activation process across all departments and systems
- Gives visibility of the financial and cost impact of delays in activation and manual intervention
- Increases revenue and customer satisfaction with a smooth activation process
HP, Business Objects and Accenture...working together
Accenture, HP and Business Objects have joined forces to address these specific challenges. We offer a packaged solution that empowers business leaders and process owners across the telecommunications enterprise to track, understand, and manage their mobile phone activation process performance. You now have a set of tailored metrics presented in an intuitive and flexible dashboard. You can do root cause analysis, receive alerts when processes exceed set thresholds, and have visibility into business rules. This translates into faster and more informed decision making, improved visibility into profitability drivers and an improvement in relationships with partners up and down the supply chain.
Business Objects' advanced pre-built analytics, coupled with reports and executive dashboards that provide real time visibility into performance, are integrated with HP OpenView Business Process Insight (BPI), which allows visibility into your business processes. This solution is delivered through the leading industry integrator, Accenture, to ensure a successful deployment. This solution, which provides best-of breed insight into the mobile phone activation process, is also being integrated into Accenture Communications Solutions (ACS), a complete framework of OSS and business systems for Communication Service Providers (CSPs).
Figure 1. Business Process Dashboard provides insight on key performance metrics such as new subscribe activations.
Figure 2. Business Process Visibility on metrics that help you understand the performance of new mobile activations processes.
This solution offers benefits to every department within the telecommunication firm:
- Marketing can see the impact on revenue resulting from activation delays
- Customer care gains visibility into process bottlenecks, and can make adjustments to provide higher levels of customer service
- Provisioning and delivery can manage an acceptable level of processing throughput
- Finance is able to monitor cost per gross add, and the credit approval process effectiveness
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