Case Study of Implementing Service Operation Center (SOC) to enhance customer experience which I delivered @ the 9th Annual Managed Services World Congress, Cannes, France.

1. MS 2.0 Journey
24-Nov-2015

2.  Challenges & Trends
 Pilot
 Pilot Scope
 Pilot Evolution
 Tangible Results
 E2E CEM
Content

3. Market Dynamics

4. CEM Journey for CSPs
The customer loyalty curve and different phases of customer experience [Source: Analysys Mason, 2014]
Value
PromoterDetractor
React to
problems
Notify the
customer
Employee empowered to
delight the customer
Relevant offers at the
right time
Multi-functional
Customer -care
portal
Premium services tuned
to the networkBuilt network
capacity to
user demand
Limited
user
visibility
Silo
systems
Phase 1: Reactive
Phase 2: Proactive
Phase 3: Differentiate
Network
Network
+ Service
Network
+Service
+ IT/Cloud
Most CSPs are still between phase 1 or 2 of their CEM journey, but few are
beginning to offer their customers a consistent customer experience

5.  Challenges & Trends
 Pilot
 Pilot Scope
 Pilot Evolution
 Tangible Results
 E2E CEM
Content

6. Network Centric to Customer Experience
Centric
End Users
Journey Customer
Experience
CE & Csat
Improvement
End-State Model
Automation Standardization Centralized
Transforming IT for Digital World
Cloud Managed Digital World Supt. Innovation
Network Centric to Customer Experience Centric
End-State Model
Transforming IT for Digital World
MTN Strategy & Partnership with Huawei
MS 2.0

7. SQI
(Voice and Web Service, Second
Largest City)
VIP care
1000 VIPs
+
SQM
Monitoring & Reporting (All
Region, Voice & Web Service)
Demarcation (Two Largest Cities,
Voice and Web Service)
VIP Near Real Time Monitoring
VIP Service Problem Demarcation Troubleshooting
and Resolution
VIP Complaint Handling
Service
•VIP Care
Valued
Customer
Care
Due
Diligence
Service Quality
Management
Governance Model Business Metrics Functional Enhancement
Organization
Development
Platform Enabling Knowledge Management SLA/OLA Targets Process Design
Service Quality
Improvement
Oper
ation
Platform
&
Consultin
g
Mass Volume
+
TRDT
MTTD
MTTR
FCR
AHT
Network NPS
TRDT
MTTD
No. of service complaints
WEB KQI’s
TRDT
MTTD
DSCR
SOC Functions Offering
MS 2.0 Pilot Scope
• Business Intelligence Support
• Experience base planning
• User Profile Analysis
• Targeted Campaigns support
Depts.
Support
e.g. MKT,
Planning
Support
Use case Basis

8. MS2.0 Evolution
SOC Pilot Proposed
September, Y2014
SOW Confirmed
December, Y2014
Pilot Started
February, Y2015
Value Delivered
September, Y2015
MTN Summit 2014
1. MS2.0 as Customer Centric
Managed Services
2. MTN Ghana as POC with half
year for test trial
3. As a start to CEM
transformation
• 1000 VIPs Care
• Service Quality (Web & Voice)
Management
• Service Quality Improvement
• Customer Complaint Handling
• Data Analytics
 Due Diligence
 VIP Care/SQM/SQI go online
 Experience Driven Planning &
Optimization Analysis
 Monthly Reporting
Timeline
SOW
1. Qualified Achievements
Summary
2. Starting from Ghana to
Achieve CEM transformation
Delivery Achievements

9. SQI
(Voice and
Web Service,
2nd Largest
City)
VIP care
1000 VIPs
SQM
Monitoring &
Demarcation
(Two largest
Cities, Voice
and Web
Service)
VIP Near Real Time Monitoring
VIP Service Problem Demarcation
Troubleshooting and Resolution
VIP Complaint Handling
Service
•VIP Care
Valued
Customer
Care
Due
Diligence
Service Quality
Management
Governance Model Business Metrics Functional Enhancement
Organization
Development
Platform Enabling Knowledge Management SLA/OLA Targets Process Design
Service Quality
Improvement
Oper
ation
Platform
&
Consultin
g
Mass Volume
SOC Functions Offering
RESULTS
MTTC
MTTD
MTTR
NPS
FCR&AHT
92% Imp
194% Imp
168% Imp
+5 Imp
Results
Delay 11% Imp
Throughput 12% Imp
Drop 18% Imp
MTTC
MTTD
Daily Reports
Weekly Reports
92% Imp
28% Imp

10. Scope Improvement-Proactive Communication
proactive communication shows commitment on your part
to customer satisfaction.
Open, honest, proactive communication fuels a trusting
relationship.
Communicating proactively empowers you to frame the
conversation in the most favorable light.
Why?
Real Time
Service
Failures
Major Network
Failures
Voice Drop Call
What?
VIP Care
Proactive
monitoring
Proactive
action
Proactive
Resolution
Inform End
user

11. Proactive Communication Impact

12. Business Outcomes

13.  Challenges & Trends
 Pilot
 Pilot Scope
 Pilot Evolution
 Tangible Results
 E2E CEM
Content

14. Customer
Experience
Peer NW
Issues
Device
Issues
OTT & SP
Issues
Internatio
nal Carrier
Above Gn
Issues
E2E CEM

15. Thank You