Order to activation is a hugely sensitive yet critical area for Telecommunication service providers. It is the lifeline that hooks subscribers up to their services as well as a key artery for resolving issues. Following the expansion of Amdocs O2A service footprint with global service providers, an extensive survey was conducted by Ovum on behalf of Amdocs. The survey indicates a gap between the service providers’ belief of the importance of fallout prediction within the order-to-activation process and the actual use.

1. Intelligence Driven
Order-to-Activation

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Survey Details
Europe
Latin America
including
Central America
45% 25%
Survey focused on the Order-to-Activation process
within large communications service providers
Performed in
Europe, CALA &
North America
Surveyed 100 CSP
managers involved in the
O2A process
(across business and IT functions)
Conducted by
Ovum on behalf of
Amdocs Services
Performed in
March 2014
North America
30%

3. Survey Summary
Unique survey proving the importance
and value of BI/ Analytics within the
Order-to-Activation (O2A) process
57% of Service Providers
do not use BI/Analytics
tools within the O2A process
Faults prediction was
chosen as the top O2A
indicator to improve
business performance
All KPIs measured today
throughout the O2A process
can be positively improved
by BI/ analytics

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Faults Prediction was chosen as #1 business
performance indicator for O2A
28%
72%
Faults Prediction is the
#1 performance indicator

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57% of CSPs today are not using BI/analytics
within the O2A process
43%
57%
are not using BI/analytics

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But, what does it mean?
of Service Providers are missing the opportunity for:57%
Exceptional
Customer
Experience
Fast
Time-to-Revenue
Growth and
Innovation

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Tremendous amount of data collected
throughout the O2A process
Data Patterns and Trends are being missed by more than half of SPs
Increase in automation Volume - orders handled in given timeframe
Increase in right first time completion Order cancellation rate
Customer satisfaction surveys/net promoter score
Activation lead timeNumber of manual touch points
Handling based on business priority Goodwill adjustment payments
Missed customer appointments
Order flow through rate Complaint calls related to orders

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Half of the KPIs are not measured in real
time/ near real time
52%
Not measured
in real time/
near real time
NO
YES
48%
NO
52%

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High Level of Manual Touch
Automation within the O2A Process
28% indicated only
0-20% of automation
within the O2A process
0 - 20% 80% - 100%
Only 13%
indicated 80-100%
of automation
Low levels of
automation
A high level of
manual touch points
High levels of
errors and faults
Negative impact
on revenue and
customer satisfaction

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82%
Improved
Customer
care Improve
OPEX of manual
handling
67%
82%
Revenue
Leakage
Prevention
Top 3 business objectives affected by the
O2A process
O2A
process
impacts
the CSP’s
bottom
line, as
well as
customer
experience

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The Effectiveness and Efficiency
of the O2A process
Across all functions, only 20%
see it as highly effective and efficient
But in Customer Care this figure is only 11%

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No single point of view
of Service Providers agree that the end to end view of
the O2A process is very important.
But it remains very fragmented and complex82%
of CSPs have both
more than five direct,
and more than five
indirect channels
involved in the O2A
process as well as at
least five internal
departments
~ 40%
!

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Key Takeaways
Faults Prediction is #1 business performance
indicator for O2A
This is in conflict with the fact that 57% of
Service Providers don’t use BI/ Analytics in this domain
Tremendous amount of data is being collected
but not used to spot Patterns and Trends
within the O2A process
O2A affects the key business objectives of
every Service Provider today:
revenue and customer satisfaction
57% of Service Providers are
missing the opportunity to:
Exceptional Customer Experience
Fast Time-to-Revenue
Growth and Innovation

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Amdocs Order-to-Activation Services

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Visit us at www.amdocs.com/O2A
Contact us
Dayana Nevo, Amdocs
dayanan@amdocs.com