Ericsson's Hakan Eriksson at CommsDay Summit 2014

1,159 views
1,053 views

Published on

Published in: Technology, Business
0 Comments
5 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,159
On SlideShare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
84
Comments
0
Likes
5
Embeds 0
No embeds

No notes for slide
  • First some statistics
    ½ - Every other subscriber will have a smartphone
    Ericsson predicts that by the end of 2014, the combined number of active smartphone subscribers will be close to 50% of total subscribers
    Source: Ericsson analysis based on Ericsson device forecasts
    Data will exceed 50% of revenues globally in smartphone intensive markets
    Ericsson predicts that data will exceed 50 percent of revenues globally in smartphone intensive markets
    Smartphone intensive markets are defined as markets with smartphone penetration above 50 % in 2013
    Source: Ericsson analysis based on analyst reports
    >75% - Mobile video traffic growth will exceed 75%
    The largest and fastest growing mobile data traffic segment is video. Ericsson predicts that mobile video traffic growth will exceed 75% during 2014
    Source: Ericsson Mobility Report
    Notes:
    ICT, fueled by mobility, broadband and cloud, transforms industries and creates value – networked society and industry transformation
    Digital lifestyle drives the demand for new and innovative apps and devices
    A data-centric world is rapidly emerging, bringing new business models
    Increased focus on the complete customer experience
    Superior network performance is essential for differentiation and value capture
  • *****************************************************************************************************************
    Slide owner: Focus Area Operations and Business Support Systems Driver – Christina Carlsson
    Latest update: Sep 2013 Best before: December 2013
    *****************************************************************************************************************
    Diversity demands a shift of focus
    The Networked Society radically changes the starting point for operator growth. If yesterday was about serving more customers, today is about serving more customer needs. Or in other words, leveraging diversity. To grow, operators must cater to rapidly diversifying use cases, devices, content and applications, all of which require different things from networks, systems and processes.
    But reality is quite different. Years of incremental investments have created patchworks of legacy systems and processes that make operators slow and inflexible to catch new opportunities. The result is too much time spent on running and maintaining, and too little on caring for customers and innovating tomorrow’s business.
  • *****************************************************************************************************************
    Slide owner: Focus Area Operations and Business Support Systems Driver – Christina Carlsson
    Latest update: Sep 2013 Best before: April 2014
    *****************************************************************************************************************
    Based on Experience
    Working with the world’s leading operators, we have learnt what makes them agile, and we have used this experience to develop the market’s only true end-to-end OSS/BSS portfolio. Because agility requires integration, of software, data and processes across all sides of the organization – from network management and optimization to business development, marketing and customer service.
    Another prerequisite for Agility is scale. Our BSS and OSS systems handle more subscribers than any other vendor, and we have local service professionals in every major country, which means that our solutions are stress tested, multi vendor supported and that we can handle any challenge swiftly and tailored for local conditions.
    Ranked first worldwide: Gartner report May 2013
    http://www.ericsson.com/news/1701526
  • *****************************************************************************************************************
    Slide owner: Focus Area Operations and Business Support Systems Driver – Christina Carlsson
    Latest update: January 2014 Best before: April 2014
    *****************************************************************************************************************
    Unified Approach
    The Agile Operator combines three key perspectives in one unified approach, without compromising any of them:
    CUSTOMERS
    Agility means understanding customer needs with 3D insights and proactively acting to offer the right services, resolve problems and make customers feel in control.
     
    NETWORKS
    Agility means accelerating the planning, rollout and optimization of new and existing networks while dealing with network, technology and organizational complexity.
     
    SERVICES
    Agility means finding exponential business growth – through customers and partners – and delivering and monetizing new services rapidly and cost effectively.
    The Agile Operator manages them all at once, without tradeoffs
  • *****************************************************************************************************************
    Slide owner: Focus Area Operations and Business Support Systems Driver – Christina Carlsson
    Latest update: January 2014 Best before: April 2014
    *****************************************************************************************************************
    The Agility Formula
    We have boiled down our experiences into what we call “The Agility Formula” – what it takes to be an Agile Operator. We believe they are the key success factors in today’s and tomorrow’s market reality:
    Self Steering
    Enable customers as well as networks to serve themselves, in order to improve customer experience and operational efficiency, and most importantly: release human touch for value creation where it really matters
     
    Fresh Data
    Apply real-time data across all functions is the starting point for creating great customer experiences here and now. When others talk big data, we talk fresh data.
    Smart Blocks/Modular
    Design systems based on configurable and modular software instead of bespoke solutions, to enable faster innovation and adaptation to change
     
    Ecosystematic
    Expose unique assets to facilitate integration of partners in the Networked Society in innovative value creation and customer offerings. The age of walled gardens is over
     
    3D Vision
    Collaborate across the organization to streamline processes, combining user and network data for better understanding of the relationship between experience and performance to optimize service delivery for every individual customer.
  • ************************************************
    Slide owner: Andreas Havdrup
    Source:
    Latest update: 29.04.2013
    Best before: ************************************************
    Solution:
    Deploying Ericsson Customer Experience Assurance
    Changing working processes to become more proactive and reduce time for trouble tickets
  • ************************************************
    Slide owner: Paul Cowling
    Source:
    Latest update: 16.09.2013
    Best before: ************************************************
  • ************************************************
    Slide owner: Peter Engblom A
    Source:
    Latest update: 16.09.2013
    Best before: ************************************************
    Charging Solution
  • ************************************************
    Slide owner: Robert Emery
    Source:
    Latest update: 16.09.2013
    Best before: ************************************************
    Challenge:
    Customer had a lot of legacy. Ericsson replaced everything except billing (customer had an internal home built billing platform), i.e. scope included CRM, orders and catalogue.
    Customer needed to introduce a future-proof NGOSS based solution that enables the retirement of the existing legacy billing platform
    Customer issues:
    A lot of fallout of orders, TTM, accuracy of invoices. They received orders that they could not bill because there were no validation process in place.
    Solution/result:
    By adding the Conceptwave catalogue management, order management and CRM the whole process become aligned. It forced validation of the orders. This led to that the number of orders went up and the time spend on training and fault management went down.
  • *****************************************************************************************************************
    Slide owner: Focus Area Operations and Business Support Systems Driver – Christina Carlsson
    Latest update: Sep 2013 Best before: December 2013
    *****************************************************************************************************************
    Operators need to be agile
    So, the key to success in the Networked Society spells agility. It means being fast, flexible and in control, and it’s exactly what operators need to deliver great experiences, innovate new offerings and operate efficiently in a diversifying market.
    [NOTE. Wording in the box on the slide: Glossary from a dictionary explaining Agile.]
  • Ericsson's Hakan Eriksson at CommsDay Summit 2014

    1. 1. Håkan Eriksson CEO Australia & NZ
    2. 2. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 2
    3. 3. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 3
    4. 4. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 4
    5. 5. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 5
    6. 6. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 6 MARKET TRENDS 2014 This slide contains forward-looking statements. Actual result may be materially different. Digital lifestyle drives demand Superior network performance wins Customer experience in focus Data brings new business models ICT transforming industries Smartphone intensive markets defined as markets with smartphone penetration above 50 percent in 2013. Every other subscriber will have a smartphone >75% Mobile video traffic growth will exceed 75 percent Data will exceed 50 percent of revenues globally in smartphone intensive markets 1/2
    7. 7. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 7 In the networked Society From serving more customers to serving more needs to caring and creating From running and maintaining More devices, apps & content demands a shift of focus
    8. 8. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 8 Based on Experience Working with the world’s leading operators, we have learned what makes them agile… 900 OSS systems in operation 1500 Consulting and SI projects per year 650 Network IQ systems in service 16,000 Consulting and SI professionals >2.1BILLION Subs Served by Ericsson Charging and Billing >1BILLION licenses Issued for device management >1. 3 BILLION subs For commercial activation installations Ranked first worldwide FOR > OSS > BSS > Service Delivery and services
    9. 9. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 9 The Agile Operator manages customers, services & networks. All at once. Agility requires a unified approach SERVICE AGILITY realizing innovation Delivering and monetizing new services rapidly and cost effectively through customers and partners. CUSTOMER AGILITY realizing customer experience Leveraging data to understand and predict needs, solve problems and put customers in control. NETWORK AGILITY realizing efficiency Simplifying complexity while accelerating the planning, rollout and optimization of new and existing networks.
    10. 10. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 10 3D Vision Eco Systematic Modular Self Steering Big Data SON & Automation Self Service The agility formula SERVICE AGILITY realizing innovation CUSTOMER AGILITY realizing customer experience NETWORK AGILITY realizing efficiency
    11. 11. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 11 Efficient customer care RESULTS SOLUTION CHALLENGE › Monitor the customer experience to help proactively respond to actual subscriber needs. › Detect variations in the quality of service for different terminal types. NOC CC User experience feedback reporting Network events/counters & session collection DNA, FINLAND
    12. 12. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 12 automatic network optimization SOLUTION CHALLENGE • New technologies • Heterogeneous networks • New traffic patterns driven SingTel has widened its technology leadership against competitor networks and has demonstrated significant improvements in many user experience such as •lower drop call rates, •higher user data speeds and •signal coverage enhancements using the Ericsson SON Optimization Manager. Customer Quote Self Organizing Network, SON SingTel’s implementation includes coverage and capacity optimization, automatic neighbor relation handling and load balancing. Near-Real Time Change Activation SON OM› Configuration notifications › Performance counters › Events SINGTEL, SINGAPORE
    13. 13. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 13 User controlled Charging SOLUTION › Handle growth in MBB services › Differentiate offerings › Improve customer loyalty & increase market share. › Ericsson’s Mobile Broadband Charging solution offers subscribers greater control of their expenditure and provides more choice when it comes to mobile services, data speed and capacity. › The solution also allows cross bundling of services, meaning consumers have everything in one place, on one bill. › Subscribers able to monitor their costs. › Improved customer experience. › Differentiated services. › Increased market penetration. RESULTCHALLENGE We can see that it’s going to offer some great new opportunities for us to grow the market. I think the key here is flexibility, so customers have the opportunity to do more with the offer that we give them. CTO, Vodafone Egypt VODAFONE, EGYPT
    14. 14. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 14 RESULTS 95% Reduction in Fallout › Shortening time-to-market, improving quality of service and reducing costs. › Current legacy environment had high order fallout because of non-synchronized order and billing system and lack of validation. › Reallocation of 100 CSRs from fallout management to ordering. › Increase in ARPU through catalog driven up-sell/ cross-sell. › Training reduced from 4 weeks to 4 days. › Ericsson’s Catalog Management solution deployed as the Product Catalog, driving ordering and billing functions. › Ericsson’s Order Management provides order capture and management functions. › CRM and subscription inventory functionality through Customer Information Management and Service Registry. CHALLENGE SOLUTION Efficient Business Processes NORTH AMERICAN OPERATOR
    15. 15. Meet the Agile operator | Ericsson – CommsDay Summit 2014| Page 15 The agile Operator We have gone from providing a Phone Line to providing a Life Line With that comes new Responsibilities and Opportunities

    ×