A Steria Capability OverviewAn agile response to new industrydynamics in telecoms and mediaSupporting business transformationand tapping into new revenue streamsè www.steria.com
02 | An agile response to new industry dynamics in telecoms and media è www.steria.com Did you know... Steria has more than 30 years’ experience in the telecoms market We have 2,000 skilled professionals specialising in telecoms around the world Steria successfully implemented centralised portability number management for both fixed and mobile networks in France We were the first company to test end-to-end telecom operator processes across an enterprise IT environment Steria has a skill centre dedicated to Operation Support System solutions, including service activation and service assurance, network performance management and problem handling In the most recent awards from French telecoms company SFR, Steria won the SFR Supplier Challenge award based on the criteria of innovation, customer satisfaction and sustainable development We work with the leading telecoms and media operators in France, Germany, Spain, Scandinavia and the UK, including BT, BBC, Canal+, Orange, SFR, Telefonica O2 and T-Systems We are a key partner in the Ecomouv’ Group 14-year public-private partnership delivering the French Government’s heavy goods vehicles eco-tax project. Each vehicle subject to the tax will carry onboard equipment for satellite global positioning and data communication We have been helping a French telecoms leader with its customer financial management (CFM) application for more than 20 years “ ur partnership with Steria is a major asset in terms of supporting our O continued innovation policy for the benefit of our clients. This, in turn, improves our attractiveness in an ever more competitive market.” Emmanuel Erba, Purchasing Director for IT Systems and Services, SFR
è www.steria.com An agile response to new industry dynamics in telecoms and media | 03Reducing operational costs andimproving quality of serviceHow do you respond to the continued pressure to reduce operational costs while findingnew sources of revenues, improving the quality of service and winning the loyalty ofdigital customers?The dynamics of today’s telecoms and media With specific solutions for managing the But that’s not all. Every day our clientssector are shifting fast. New devices, such as end customer and ensuring quality of service trust us to run their IT infrastructures andtablets and smartphones, unlimited mobile (QoS), we are the partner of choice for IT applications portfolios and support themusage and new offers associated with cloud transformation in this sector. Our business with specialist industry-specific consultingcomputing must all be built into evolving expertise and transformation capabilities are services. Our business process outsourcingnetwork strategies. There is a significant demonstrated in our large contracts with and testing services add further value asbandwidth challenge and telecoms operators companies such as Orange, BBC, SFR, BT companies seek to drive out costs, findthat only a few years ago invested in 3G must and Canal+. new ways to streamline back offices andnow move ahead with fibre optics and 4G as guarantee QoS of new products and services. Clients benefit from cost savings, total QoSLong Term Evolution (LTE) gathers pace. and agreed outcomes in the core areas We have a proven reputation for deliveryWithin this rapidly changing landscape of Service Network Management; excellence and for building long-term trustedcompanies are looking for new market Rating, Billing and Customer Financial partnerships. Indeed, 95% of our clientssegments and revenue streams, offering Management (CFM) Solutions; Customer renew their contracts with us. Isn’t it timeservices beyond voice and data. Telecoms Journey; and Mobile Digital Life. you took a closer look at Steria?and media organisations are forgingpartnerships and must find ways to delivera differentiating customer experience.Steria has a comprehensive portfolio ofservices and solutions designed to help DID YOU KNOW… STERIA IS WORKINGclients rise to these challenges and manage WITH TELEFONICA O2, PROVIDINGthe competitive threat from new market FINANCE AND ACCOUNTING BUSINESS PROCESS OUTSOURCING SERVICESentrants. We have a track record of more DESIGNED TO REDUCE COSTS, IMPROVEthan 30 years in telecoms and media and a PERFORMANCE AND DRIVE INNOVATIONnetwork of more than 2,000 professionals WITHIN O2’S UK OPERATIONS.dedicated to the sector.
04 | An agile response to new industry dynamics in telecoms and media è www.steria.comTransforming service and networkmanagement capabilitiesSpeed and transparency are vital as new multiple-component subscriberpackages and services are rolled out across increasingly complex networks.Customers expect new services to be • Business consulting audits assess service • ervice assurance – providing QoS across Sactivated quickly and accurately. The huge and network management capabilities your network, products and servicesdemand for such services, however, is and needs • Performance management – ensuring putting a strain on resources with operators • Technical experts help to rationalise consistent network performancestruggling to translate commercial offerings network inventories supporting a reliable infrastructure forinto technical capability at speed. the delivery of both existing and future • ystems integration specialists ensure all SAs subscriber packages become more client services your network elements come togethercomplex, operators are losing visibility of seamlessly and integrate with dedicated • IT service management: implementation their networks. What technologies do they software suites such as IBM Metrica, of ITIL processes for incidents, andhave? What services are they delivering? Oracle and Telcordia demands – giving you the tools andThis lack of transparency stands in the way methodology needed for effective ITof accurate and rapid service activation. The • hird party testing services allow you to T infrastructure management.problem is often compounded by an inability get to market with new products andto analyse perceived network quality and services quickly and cost effectively. Steria provides relevant and accurate QoSprovide vital business intelligence on quality indicators and the ability to quickly activateof service. We bring everything together in an effective new revenue-generating services. service and network management solutionSteria can help you to transform your that comprises:service provision and network management Did you know… Steria is providing acapabilities. Our combined telecoms and • rder management, service activation O and mediation devices management – German mobile operator with a combinedIT expertise is an important asset for our business and IT transformation solution thatclients. We understand both the business providing rapid service provisioning in will ensure the operator’s current mobileprocesses and operational constraints support of great customer service infrastructure and all further investmentsand offer a range of services designed to • etwork inventories – giving you an N deliver maximum value in terms of customersupport the rapid and safe provisioning of aggregated view of all your network experience and service quality.new services: elements for effective business intelligence
è www.steria.com An agile response to new industry dynamics in telecoms and media | 05Agile billing systemsdrive revenueAs new services are activated providers must start billing immediately to gainmaximum revenue, but too often complex systems are preventing this.It takes time to configure new services, but Steria can help. Our billing and rating With extensive experience of supportingtime costs money. As telecoms and media system takes into account new business operators in the definition and redesign ofcompanies seek to diversify their product models, including revenue sharing with their billing processes, including pre-billingand service offer to capture new revenue content providers and other partners, Telco and post billing, we provide a full outsourcestreams, many billing systems can’t keep up. 2.0 trends and audience monetisation. service in this area. We can operate theIn some cases, customers are enjoying their We enable you to design and implement service for you or provide a standalonenew services for free because their provider business rules, products and services as solution integrating your billing and postis unable to quickly take into account new and when they are needed. You will equip billing operations to create a single agilebusiness models in its billing and rating your business with a billing and customer system. A pay-as-you-go model gives yousystems. financial management (CFM) solution for the opportunity to align investment with next generation communications and your business priorities.The longer it takes to adapt these systems, service provision.the less chance there is of getting to In partnership with Steria you will speedmarket with new services and offers ahead your time to market with the rapidof the competition. Telecoms and media Did you know… Steria has implemented deployment of new value-added servicescompanies recognise the need for system and operates the largest IT system for a and quickly integrate revenue share partnersflexibility as they cater to multiple services, private television company in Europe in into your billing system. a transformation of the core subscribernew content types, new service plans, new management system.business rules and new business models.This demands innovative tools enablingthem to quickly adapt to the dynamicchanges in today’s market.
06 | An agile response to new industry dynamics in telecoms and media è www.steria.comEstablishing strong relationshipson the customer journeyThe more you know about customer buying patterns and lifestyles, the betterable you are to drive new revenue and retain your best customers.Stiff competition from new market players, We support the customer journey • Innovation: our BI strategy development such as global internet and technology with the following: and analytical applications, such ascompanies, means that building strong customer intelligence, give you the • nterprise Information Management: Ecustomer relationships has never been insight you need to rapidly get to market our enterprise content management,more important. Accurate and relevant with innovative products and services. business intelligence (BI) and datainformation is vital in order for you both to management solutions and expertise You will gain a single view of yourcross sell and to retain your best customers. help optimise customer profiling. We customers across every touchpoint. FromWhat have they subscribed to? Which have an EIM centre of expertise with customer self service portals to order-services do they use on both fixed and 800 consultants focused on deriving entry systems and throughout the entiremobile networks? What are their family maximum benefit from enterprise data customer lifecycle, Steria gives you the toolsmembers using? Only with this knowledge and service to reinforce customer loyalty Customer Relationship Management: • can you provide a truly differentiated with personalised products and services our consulting and implementationcustomer service. You will be able to improve aligned to individual customer profiles. services will support the integration ofacquisition, reinforce retention, reduce churn your customer databases and migrate andand increase the adoption of new services. consolidate your data to give you a singleBut how do you gain a 3600 view of your view of your customer at every touchpointcustomer interaction? With multiple products • centres: we integrate your IT Calland services and information held in various and telephony and provide tools torepositories, turning your customer data into optimise your call centres, includingvaluable knowledge is a significant challenge. effective workforce management andSteria can help you put the right information, knowledge management systemsin the right place, at the right time.
è www.steria.com An agile response to new industry dynamics in telecoms and media | 07 “ teria’s experience in conducting S similar large projects, along with the commitment of its people and its leadership, will enable us to provide effective support to operators with a model that will answer to their different issues (quality of service, reliability, economic efficiency).” Did you know… Steria is helping a Jerome Bouvier, Director, The Association leading European telecoms operator consolidate its customer data from of Fixed Number Portability (APNF) different sources, regardless of the offering (fixed, mobile, broadband or internet services). This will provide a unified view of the operator’s customers and promote an increase in both business activity and customer loyalty.
08 | An agile response to new industry dynamics in telecoms and media è www.steria.comSeizing the mobile anddigital opportunityThe role of today’s telecoms company is changing. It is no longer justabout voice and data connectivity, but is central to business developmentin new market segments.Mobile and digital technologies have brought business (B2B) and business-to-customer Smart Energy: Steria is a leading • rapid change. Companies have seized the (B2C) implications. We have provided player in both Smart Grids andopportunity to use new and emerging clients with digital and mobile portals, smart meter deploymenttechnology to adapt their business models, geographic interface systems (GIS) and M2M Enterprise mobility solutions: we design • create new revenue streams and offer solutions. We also enable real-time, secure and implement mobile applicationsdifferentiated customer services. Machine- synchronisation of heavy volumes between embedded on tablets and smartphones,to-machine (M2M) capability is transforming central systems and mobile applications. providing real-time information anddiverse business sectors, including energy, Steria provides the technology support transforming business processes. Thesetransport, insurance, government and the and expertise you need to embed your include our Field Service Managementpublic sector and emergency services. services in today’s mobile and digital solution, which enables real-time,Telecoms companies are at the heart business landscape. Here are some two-way communication between theof these developments. From mobile examples of how we can help: field force and despatch centre andhealth solutions allowing the delivery of timely access to vital information. • ehicle telematics: on board devices Vinformation at the point of patient care, offer a wide variety of services, includingto innovative financial products, such as geographic information for emergency Did you know…Steria supportsremote financial transactions on hand-held and maintenance calls, driver behaviour innovation as part of the customerdevices, telecom operators are providing profiling, route optimisation and journey. We are involved in a projectthe enabling network connectivity. sustainability reports and advice. Our with a leading mobile telecoms providerSteria is the ideal partner to take you further Smart Driving solutions can reduce targeting developing countries on theon this mobile and digital journey. We are a fuel consumption by 10% to 15% African continent. We have helped deploytrusted partner in some of the world’s biggest and upgrade an innovative, mobile phone- based payment service. This allows peoplemobile and digital programmes, collaborating without bank accounts to access bankwith telecom operators in new ways. We services (deposit, withdrawal, transfer)have developed innovative applications and other services such as bill paymentand solutions with both business-to- and repayment of micro credit.
è www.steria.com An agile response to new industry dynamics in telecoms and media | 09Mobility: Steria developed the IT system to manage the world’s largest deploymentof smart meters in partnership with French utilities firm ERDF.“ he Rollout Information System is an essential building block in T the plan to implement 35 million new-generation meters. Steria has finalised the first operational phase of the project on time and within budget. This first phase was extremely important (…) Its successful completion is due to the talent and the drive displayed by the Steria and ERDF teams, who work in an entirely integrated manner using an innovative project-management methodology.” Jean Vigneron, Managing Director for Metering, ERDF
10 | An agile response to new industry dynamics in telecoms and media è www.steria.comRising to the challenge of a rapidlychanging technology and business landscapeWorking with clients at every level of the telecoms and media sector, Steria offerssolutions that incorporate new business models, game-changing technologies andproven expertise in business process optimisation.Our portfolio of telecoms and media • Infrastructure management: meetingsolutions is enabling our clients to respond the drive for cost reduction, flexibility, Did you know… ranked UK No 1 into the need for safe and rapid provisioning performance improvement and growth multi-purpose FA BPO by analyst firmof new services and assured QoS. These NelsonHall, Steria provides innovation BPO: delivering a step change in business • to the BBC in a fully managed finance industry-specific solutions are complemented efficiency, agility and performance. accounting/payroll processing service andby our proven IT-enabled services, an IT service involving 300 staff. Withconsultancy and technology solutions Efficient business processes our support, the broadcaster is releasingthat give you the agility you need to make substantial savings over 10 years to We draw on our best-in-class consulting,change happen as quickly as possible: reinvest in core programme making. solutions, services and implementation• onsulting: making the most of our C expertise to ensure our telecoms and media sector expertise to successfully implement clients are able to operate efficiently in a new The right approach to testing strategic and organisational change landscape. For example, our RightTesting We have tailored our RightTesting solution organisation helps enterprises reduce the• pplication development and system A to meet the specific needs of clients in costs and risks of bringing new products and telecoms and media. Our focused approach integration: from solution definition, services to market, including convergent, to your testing will help you to reduce the design and development, to deployment broadband-driven and IP-based services. costs and risks of bringing new and market- and ultimate benefits realisation. With winning products and services to market. our help, your IT can become a significant Among our many success stories in this sector are our work with French telecoms Our RightTest Consulting, RightTest revenue enabler, unlocking business Transformation and RightTest Managed insight and operational efficiency operator SFR, for whom we helped Services solutions will deliver the implement a robust and responsive system following benefits:• esting and quality assurance: T of testing that is enabling the company to • Improved speed of change and bridging the gap between application balance the potentially conflicting demands business agility development and systems rollout of innovation and reliable service delivery. • Improved speed to market in areas such as innovative mobile device management solutions In the UK, telecoms provider BT forged • Predictable costs a BPO partnership with us that has • Reduction in un-planned outages• Application management: agile, • Improvement in product quality and already delivered more the £100 million focused IT services based on guaranteed business execution in savings as we provide efficient and outputs and outcomes designed to • Quality assured products through timely finance, accounting and payroll optimise and maintain solutions, increased defect discovery. services, as well as enabling technology. such as those governing enterprise asset management and mobility
è www.steria.com An agile response to new industry dynamics in telecoms and media | 11Steria telecoms andmedia solutions and servicesWe have developed specific services, solutions andinnovations for the telecoms and media sector, including:Services: Solutions: Innovation:• Application Management Development • Business Intelligence • Business Visioning• Business Process Consulting and • Customer Journey • Channel Strategy Portal Solutions Implementation • Customer Relationship Management • Cloud based, Infrastructure On Command• Business Process Transformation • Enterprise Asset Management • Digital Visioning• Corporate Resource Optimisation • Enterprise Content Management (ECM) • Legacy Enablement• Change Management • Enterprise Solutions (SAP, Oracle) • Location-based Applications• End-to-End Case Management • Mobility and Digital Life • Mobile Application Development• End-to-End Testing Management • Procurement Transformation • Target Operating Model Design Roll-out Governance • Rating, Billing and Customer • Technology Insight Direction• Finance Transformation Financial Management• Infrastructure Management • Service Network Management• Operational IT Outsourcing• Partner Management• Programme Management• Regulatory Change ManagementFind out moreFind out more about Steria’s extensive range of services and solutions for the telecoms and media sectorand our diverse portfolio of IT-enabled business services by visiting http://www.steria.com/your-business/media/and http://www.steria.com/your-business/telecommunications/ or email email@example.com