Building a Single View of Customers


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Drive revenues by understanding customers better. A look at Collabera's SVoC services

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  • An effective Single View of Customer (SVoC) implementation enables Telecom Service Providers to maximize organizational value with one reference source for customer data across the enterprise SVoC analysis can be helpful for compliance, CSR, marketing and operations. It would help in meeting goals of various stakeholders and in turn, organizational goal as well. … .
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  • 10/31/09
  • Building a Single View of Customers

    1. 1. Single View of Customer Communication Service Provider <ul><li>Single View of Customer (SVoC) </li></ul><ul><ul><li>Why </li></ul></ul><ul><ul><li>What </li></ul></ul><ul><ul><li>Benefit </li></ul></ul><ul><li>Collabera Offerings </li></ul><ul><li>Success Stories </li></ul>
    2. 2. Single View of Customer: 360 0 Customer View Increasing problems SVoC Serve your customers better !!! Lack of standardization of data Poor Concept to Market Poor Time to Resolve Poor lead to Cash Fragmented and siloed organizational and operational structures Incompatible BSS/OSS systems Types of problems Complexity
    3. 3. SVoC: Adding Value Across the Organization Products & Packages Segmentation Contact Information Invoices Collections Locations Demographics Profile View Service View Quality of Service Up Time Fault Details Network /Service Inventory Service mix Service Usage Payment Preference Time Quantum Event Details Rated Events Billed Events Consumption View 360 0 visibility helps in channelizing the strategies of all stakeholders towards organizational goal CEO Head CS&D CFO CMO CTO SLA Compliance CSR Marketing Strategy Operations SVoC Company Vision Shareholder Value Quality Growth Profit ARPU TCO Improve Operational Efficiency (L2C,T2R,C2M) Collections Billing Capex Opex IT Enterprise Supporting Infrastructure Marketing Strategy Product Management Relationship Mgmt Advertising
    4. 4. Enabling Smart Decision Making Operational Efficiency <ul><li>Measure of Customer Experiences (L2C and T2R ) </li></ul><ul><ul><li>Cycle Time </li></ul></ul><ul><ul><li>Right First Time </li></ul></ul><ul><li>Bill to Cash analysis </li></ul><ul><ul><li>% of accurate invoicing </li></ul></ul><ul><ul><li>Lead Time to Collect </li></ul></ul><ul><li>Event Volume analysis </li></ul><ul><ul><li>QoS </li></ul></ul><ul><ul><li>Load profiling </li></ul></ul><ul><ul><li>Dropped, Incomplete events </li></ul></ul><ul><ul><li>Average event duration </li></ul></ul><ul><li>Trouble Ticket analysis </li></ul><ul><li>Fault analysis </li></ul><ul><li>Billed revenue </li></ul><ul><li>Service Usage analysis </li></ul><ul><li>Customer servicing </li></ul><ul><li>Multi channel integration </li></ul><ul><li>Consolidated reporting </li></ul><ul><li>% of orders billed on due date </li></ul>Gain competitive advantage in the market place Analytical Effectiveness <ul><li>Revenue generation – Cross-sell, Up-sell </li></ul><ul><li>Customer acquisition </li></ul><ul><li>Customer Life Cycle </li></ul><ul><li>Direct Marketing campaigns, Marketing segmentation, Churn analysis </li></ul><ul><li>Customer retention – benefit pricing and loyalty programs </li></ul><ul><li>Customer level profitability </li></ul><ul><li>Product Planning and Development </li></ul><ul><li>Sales Force effectiveness </li></ul><ul><li>Customer Service Support - Forecasting models </li></ul><ul><li>Decision Support-Reporting and Trend analysis </li></ul><ul><li>Sales analysis </li></ul><ul><li>Multidimensional revenue information </li></ul><ul><ul><li>Subsidiary </li></ul></ul><ul><ul><li>Product </li></ul></ul><ul><ul><li>Billing </li></ul></ul><ul><ul><li>Usage Dates </li></ul></ul><ul><ul><li>Geographic Region </li></ul></ul><ul><ul><li>ARPU </li></ul></ul>A single value A day’s sales for a product in a store A slice A day’s sales for a category of products in all stores in a city A larger slice A month’s sales for a range of products (belonging to a department) across many stores with supplemental market data from outside sources
    5. 5. Offerings Aligned to Your Strategy Augmentation Collaboration Realization <ul><li>Participation in strategy phase to develop the right Data Management, Storage & Reporting strategy </li></ul><ul><li>Technology & Tool selection </li></ul><ul><li>Build & Implement DW & BI solution </li></ul><ul><li>Disconnected and unconsolidated Data sources </li></ul><ul><li>Absence of an enterprise wide Data warehouse and BI strategy </li></ul><ul><li>DW Architecture development </li></ul><ul><li>Technology & Tool selection </li></ul><ul><li>DW development </li></ul><ul><li>KPI and Dashboard development </li></ul><ul><li>BI implementation </li></ul><ul><li>Enabling a consolidated Data view </li></ul><ul><li>Defining an enterprise DW& BI strategy </li></ul><ul><li>KPI & Dashboard assessment </li></ul><ul><li>Report development </li></ul><ul><li>Maintenance and Support </li></ul><ul><li>Functional enhancements </li></ul><ul><li>Defined and implemented enterprise DW& BI strategy </li></ul>
    6. 6. <ul><li>MS SQL Server </li></ul><ul><li>IBM DB2 </li></ul><ul><li>Oracle </li></ul><ul><li>Teredata </li></ul><ul><li>Telecom Expertise </li></ul><ul><li>Customized Solutions </li></ul><ul><li>SAP BW </li></ul><ul><li>SQL Server Integration Services (SSIS) </li></ul><ul><li>IBM Information Server </li></ul><ul><li>Oracle Warehouse Builder </li></ul><ul><li>Informatica </li></ul><ul><li>Business Objects </li></ul><ul><li>SQL Server Analytical Services (SSAS) </li></ul><ul><li>SQL Server Reporting Services (SSRS) </li></ul><ul><li>Cognos </li></ul><ul><li>Oracle BI Enterprise Edition (OBIEE) </li></ul><ul><li>Microstrategy </li></ul>SVoC Offering Suite Analytics Data Acquisition Business Intelligence Enterprise Data Warehouse Strategy Development Enablers: Quality & Methodology, Strategic Alliances & Technology CoE
    7. 7. SVoC Strategy <ul><li>Data Strategy </li></ul><ul><li>Business Intelligence </li></ul><ul><li>Enterprise DW </li></ul><ul><li>Master Data Management (MDM) </li></ul><ul><li>Data Management/Data Quality </li></ul><ul><li>Meta Data Management </li></ul><ul><li>SAP BI/BO Product Line Convergence </li></ul>Analytics Data Acquisition Business Intelligence Enterprise Data Warehouse Strategy Development
    8. 8. Development <ul><li>DW/BI Requirements & Design </li></ul><ul><li>Technical Architecture </li></ul><ul><li>Tool/Vendor Selection </li></ul><ul><li>ETL Development </li></ul><ul><li>BI/Reports Development </li></ul><ul><li>Data Integration </li></ul><ul><li>DW/BI Optimization </li></ul><ul><li>SVoC/MDM Implementation </li></ul>Analytics Data Acquisition Business Intelligence Enterprise Data Warehouse Strategy Development
    9. 9. A homegrown opportunity management system that was capable of generating weekly reports on excel sheets only making sales forecast highly inaccurate. It resulted in inability to meet customers’ service requests on time . Collabera devised an automated opportunity forecast system with automated reporting customized for different stakeholders. Designed a performance driven data model to automate nightly data pull. Created an executive reporting dashboards to enable leadership to view and analyze standardized sales information A leading communication service provider operating America's most reliable wireless network A diversified technology and manufacturing leader SVoC: The Collabera Way Inadequacy of current systems to support cross / up sell resulting in high acquisition cost of over $400 per new customer. Collabera designed a new Data strategy and developed an information architecture to rationalize multiple data entry scenarios. The consolidated state of data increased operational efficiency and enabled client to gain customer-insights like how they preferred to be contacted, types of services they currently utilize, average monthly spend on triple play / quad play services etc. Unavailability of customer profile and marketing information to sales representatives leading to poor customer relationship management. Collabera created an aEDW (active Enterprise Data Warehouse)- an all inclusive repository and analytic capability solution. It provided insights into customers (Revenue, Products, Lines, Bundles, Touch points, Repair, Trouble, Dispatch, and Provisioning) with an active 360 view of customers. aEDW provided one version of the truth based on one information source, promoting a common understanding of the data and allowing all users to derive the same conclusions Leading communication services provider
    10. 10. About Collabera FinTech 100 <ul><li>Experienced leadership team </li></ul><ul><li>4+ years average experience </li></ul><ul><li>Right mix of global and local hires </li></ul>Winning Team <ul><li>Adoption of industry best practices across Software Engineering (CMMI Level 5) , HR and IT (ISO 27001) </li></ul><ul><li>Framework of assets & solution accelerators </li></ul>Predictable Performance Experienced Global Player <ul><li>4500+ strong organisation with over $300 million revenues </li></ul><ul><li>Presence in 19 locations and 3 global delivery centers in India and the US </li></ul><ul><li>Established in 1991 and a certified Minority Business Enterprise </li></ul><ul><li>Banking, Communications, Media, Retail and Manufacturing </li></ul><ul><li>Consulting Solutions to tackle specific IT needs </li></ul><ul><li>Solutions designed for specific industry issues </li></ul>Industry and Service focus The Right Partner <ul><li>Flexibility and “Client Centric” culture </li></ul><ul><li>Engaged with over 100 Global 2000 corporations </li></ul><ul><ul><li>Recognized tier 2 partner status </li></ul></ul>Collaborative Engagement <ul><li>Client site, offsite and offshore models </li></ul><ul><li>Collaborative engagement models & processes </li></ul><ul><li>Technology and Go-to-market partners </li></ul>
    11. 11. [email_address]