4 MB 13th Mar 2014 Altima - IPKO_Zadar C2C_September2012

Report
Reliable Convergent Charging
Platform for Quad-Play
Services
Success Story
Zadar, September 2012
Agenda
Introduction
Altima – Company Overview
IPKO facts & figures
History of SAP presence in IPKO’s business environment
Solution Overview – SAP Consume-to-Cash
Process Bundles supported by Convergent Charging
platform
Lessons Learned
Future plans
© 2012 Altima LLC. All rights reserved.
2
Altima –
Company Overview
© 2012 Altima LLC. All rights reserved.
3
Service Portfolio
OSS/BSS
SAP Consume-To-Cash
Doing the right
things right!
Billing (mediation, rating, charging,
invoicing, collection)
CRM, provisioning, order management,
integration with ERP
Real-time charging, refill, voucher
management
Interconnection billing and settlements
CUSTOMER
is focused on business
vision, goals and core
competencies.
Consulting
Business consulting, education and
training for technical and back-office staff
ALTIMA
is focused on design,
implementation and
advanced IT services
management that support
customer’s business
model.
© 2012 Altima LLC. All rights reserved.
Product development – telecom residential
and business quad play services
Project Management Services
Software Development
4
Our growth and locations
5 offices
8 companies
83 employees
113 customers
in 31 countries
Zagreb
Sarajevo
Istanbul
Prishtina
Tirana
88
© 2012 Altima LLC. All rights reserved.
5
Our portfolio effectively supports
our customer’s business model
Financial sector
Energy and gas
Transportation
Telco
© 2012 Altima LLC. All rights reserved.
6
IPKO –
Facts & Figures
© 2012 Altima LLC. All rights reserved.
7
IPKO facts & figures
Established in 1999, as Kosovo’s first
Internet provider
2007 IPKO was acquired by Telekom
Slovenije group and started it’s mobile
services operations
IPKO currently offers a full portfolio of
services (Fix Voice, Internet, Cable
DTV and Mobile telephony services)
99.7 % Mobile Network Coverage (2.5G
EDGE)
2-nd largest mobile operator in Kosovo
(35 % of the market share)
Leader in Internet and DTV services
Leader in providing bundled services
© 2012 Altima LLC. All rights reserved.
8
IPKO’s Market Base Overview
Number of active subscribers
Subscriber type distribution
333,613
Mobile pre-paid total base
Mobile post-paid total base
Internet
Fix Tel
50,331
49,595
9,096
Mobile
Mobile Internet
pre-paid post-paid
total base total base
1
2
DTV
3,871
3
Fix Tel
DTV
1%
4
11%
11%
5
2%
*Data collected in June 2011
75%
Service
No. of
Invoices
Internet/DT Residential
V
Mobile
1384
© 2012 Altima LLC. All rights reserved.
673
Business
Mobile
1180
9
History of SAP presence in IPKO’s business
environment
SAP ERP solution
HighDeal Transactive 4.1 architecture
ERP Financials - streamlining and
automating financial operations
Billing, Rating and Prepaid Db-s
Rater, Guider, Updater
ERP Human Capital Management –
effective management of people
with support to recruiting,
onboarding and administration
BART module for post processing
HA instances
Bulk operations
Invoice generation
© 2012 Altima LLC. All rights reserved.
10
Business
Challenges
© 2012 Altima LLC. All rights reserved.
Several business challenges were identified
Successfully launch and commercialize convergent quad
services
Establish adequate support systems in the means of efficient
billing and rating management
Effectively monitor, support and manage customer relations
Accelerate time-to-market for new, innovative services
Streamline charging and billing process
Reduce operational costs
Lower TCO thus having highly – available platform
© 2012 Altima LLC. All rights reserved.
12
Solution Overview
© 2012 Altima LLC. All rights reserved.
SAP enables a paradigm shift in the
area of go-to-market for Telcos
Fast insight to action
throughout the SAP Billing
process
Consump-tion
Events
Pricing
Modelling
Pricing, Rating
Charging
Simulation
/ What if
scenarios
Charged /
Billable Items
Marketing
Analytics
Invoice/
Payment
Real time visibility
with SAP’s
in-memory
capabilities
© 2012 Altima LLC. All rights reserved.
Revenue
Performance by
Customer
Segment and
Offer/Plan
A/R, A/P, &
Customer and
Partner Financial
Care
14
Billed /
Open Items
Solution Overview
- Based on SAP Offer-to-Cash
SAP Offer-to-Cash
Offer
Management
Order
Capturing
Order
Processing
and
Monitoring
Convergent
Charging
Fulfillment
SAP Offer-to-Fulfill

Campaign
 Sales and

Management
Change Order
Capture
 Product
Management  Contact and
Account

 Product
Management
Catalog
Order
Distribution
Infrastructure
Order
Monitoring
Convergent
Charging
Convergent
Invoicing
Customer Financials Management
Sales and
 Price & Rate  Convergent  Revenue  Credit
 Financial
Distribution  Price &
Invoicing
Management Management Customer
Care
 Logistics
Simulate
 Online Bill  Collections
Presentment
Management

Dispute
 Technical
 Account
Management
Activation
Balance
Management

IPKO project
SAP CC module was the only
available at the time of the
project (2009)
© 2012 Altima LLC. All rights reserved.
Financial
Credit
Customer
and
Care and
Collections
Dispute
Mngmt.
Mngmt.
SAP Consume-to-Cash
ERP/
Service Ful.
CRM
Receivables
Mngmt.
Convergent
and
Invoicing
Payment
Handling
15
Project Scope
© 2012 Altima LLC. All rights reserved.
Converged Billing Project in IPKO
The 1st SAP CC implementation after Highdeal acquisition
Implementing technology is just one piece of the puzzle
SAP O2C or C2C projects are transforming organization
therefore IPKO underwent major infrastructural and
organizational changes
Segments
affected
Activities
performed
Time
Frame
Technology
Implementation and
migration
15 months
Organization
Merger of functions
and departments
Business Processes
reingeneering
18 months
(throughout whole
project)
Post-project On-the
Job Training
sessions
6 months
Processes
People
© 2012 Altima LLC. All rights reserved.
17
Effective planning and execution
Convergent
Billing project
final
solution
1st draft of Convergent
Billing
Project
scopediagram
analysis (April,
(March,2010)
2008)
© 2012 Altima LLC. All rights reserved.
18
Process bundles
supported by
SAP CC platform
© 2012 Altima LLC. All rights reserved.
© 2012 Altima LLC. All rights reserved.
Convergent Fixed&Mobile Service
Catalogue
GSM
Single Catalogue for fixed &
mobile convergence
Single Service Provider
FIX
GSM
CONVERGENT
Offers represent a package of products
& services
Offers contain price plans for individual
services (VoIP, broadband, cable TV,
GSM...)
Marketable products (tariffs/bundles)
are created on existing CRM system
and mapped to CC objects by
parametrizing offers
© 2012 Altima LLC. All rights reserved.
20
Separate Catalogue for
MVNO owned by 3-rd party
Catalogue consists of Offers
GSM Voice
IPKO GSM offers contain price plans
for several services:
GSM Telephony
SMS
MMS
Data
Value-added Services
Price plan for voice contains rating logic for several ways how the
voice service is used or customized, i.e.:
MO/MT voice call price plans
Self care logic (activating/deactivating) tariff plan options in realtime via SMS/USSD
Logic for granting bonuses
Logic for counter reset
© 2012 Altima LLC. All rights reserved.
21
Mobile Originated (MO) Voice price plan
1st call/welcome logic
A side location – Roaming or HPLMN?
B number normalization
Is B among Friends&Family numbers?
Are A and B in the same community?
B number zoning determination
Rating context (price/free usage, rounding,
profiles, bonuses ...)
Charge the correct price
based on time period...
If free counters apply, call is free
© 2012 Altima LLC. All rights reserved.
22
GSM Voice pricing/rating logic
Most of the pricing/rating logic is kept in translation tables through
which new products (tariff plans) are defined
Example – price per minute table:
Call Center Price
Regular On-net price
Weekday
Off-Peak
Call
Setup
Price
© 2012 Altima LLC. All rights reserved.
23
Weekday
Peak
Price
Weekend
Price
Lessons Learned
© 2012 Altima LLC. All rights reserved.
Some DO’s and DON’T’s
 Split a huge project in Phases
or Work Packages
 Accept unrealistic schedule
forced “from above”
 Document SMART goals in
project scope, review them in
change management process
 Accept split responsibility for
solution components
 Neglect risks
 Get support from key
stakeholders and commitment
from all team members
 Underestimate the
organizational impact of a
transformation project
 Empower project team
members to make decisions
 Make “Lessons Learned”
workshops after each phase
 Party a lot
(night shifts are great
opportunity for that)
© 2012 Altima LLC. All rights reserved.
25
Goals that were met
#
Goals
achieved
1
Single CRM system for all retail services, business and residential
Single provisioning system for network elements required for residential
2
services


3
Flexible rating for current and future services for consumer and business market

4
High availability and redundant rating and billing system and storage

5
Integration of CRM and provisioning with the GUI used by contact center agents

6
Integration with Finance System

7
Reduce risk of OSS/ BSS components

© 2012 Altima LLC. All rights reserved.
26
Regained control over product development
Extremely short time-to-market:
Pricing tables
1 day
New charging logic / new provisioning etc.
3-5 days
The most complex convergent products
5-10 days
Ease of creation new products (1 year after GO LIVE):
2 convergent-type products
5 business-type products
10 upgrades of the existing mobile products
~10 new mobile tariffs
~30 new fixed tariffs
~50 new product packages
Bottom line: great financial results of the company
© 2012 Altima LLC. All rights reserved.
27
Future Plans
© 2012 Altima LLC. All rights reserved.
Enabling effective support to
Offer-to-Cash process
SAP Offer-to-Cash
Offer
Management
Order
Capturing
Order
Processing
and
Monitoring
Convergent
Charging
Fulfillment
SAP Offer-to-Fulfill

Campaign
 Sales and

Management
Change Order
Capture
 Product
Management  Contact and
Account

 Product
Management
Catalog
Order
Distribution
Infrastructure
Order
Monitoring
Transition to SAP CRM
© 2012 Altima LLC. All rights reserved.
Financial
Credit
Customer
and
Care and
Collections
Dispute
Mngmt.
Mngmt.
SAP Consume-to-Cash
ERP/
Service Ful.
CRM
Receivables
Mngmt.
Convergent
and
Invoicing
Payment
Handling
Convergent
Charging
Convergent
Invoicing
Customer Financials Management
Sales and
 Price & Rate  Convergent  Revenue  Credit

Distribution  Price &
Invoicing
Management Management
 Logistics
Simulate
 Online Bill  Collections
Presentment Management

 Technical
 Account
Activation
Balance
Management

IPKO
project
29
Financial
Customer
Care
Dispute
Management
Extending SAP CC module with CI and CFM
Thank You!
Jeton Studenica
Products unit manager
[email protected]
Antonio Prišćan
Business Development Director
M +385 99 6596 612
T +385 1 6596 612
[email protected]
skype: apriscan
LinkedIn: http://hr.linkedin.com/in/apriscan
© 2012 Altima LLC. All rights reserved.

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