K2 VMAs 24th Meeting in Vienna City! 15 to 17 May, 2000 Renaissance Penta Hotel, Ungarstr. 50. Daniel W. Corcoran CES Computer Solutions, Inc. ceshome.com K2 The BIG Picture K2 Provisioning is a Challenge to Enhanced Products by Impeding a products time-to-market Creating a burden on profitability via direct/indirect costs Increasing product churn and reducing product penetration Help Desk Support One-Step (customer focused) vs. Multi-Step (see below) K2 Savings Resulting from 99.5% Increasing flow-thru from 85% of all new and change orders, to 99.5% provides the following savings: -Reduces churn & associated cost by 5% of revenue. (survey of RBOCs in USA) -Reduces help desk costs by 2.5% of revenue. (survey of RBOCs in USA) K2 Top Issues to Reach 99.5% Flow Thru Ability to read & change all subscriber profile options via a single API to the network element. Ability of API to provide informative error messages. Faster network element access or Include features to synchronize data inexpensively. Source: CES Computer Solutions 1999 Customer Survey K2 What am I talking about? All Customer Profile Fields Provisionable K2 Error Handling K2 OSS Ability to Provide Instantaneous Response to Users K2 OSS Ability to Provide Instantaneous Response to Users K2 BELL SOUTH MemoryCall OSS with 99.5% flow through Intelligent Emulation Layer provides for prompt response times by compensating for deficiencies in the network element API Lowest churn rate in U.S. (source: Research First Consulting) First-to-market with region wide messaging Solutions That Solutions That Work K2 Self-Provisioning @ Solutions That Solutions That Work US WEST Self Provisioning of DSL 90% of orders are created on WWW by subscriber Representatives use the Web, avoiding cost of feature specific legacy system upgrades (i.e., edits) High flow through (correct orders) K2 New Edge Networks OSS is strategic $20 million OSS provides very high flow through and bonding with wholesale customers (provisioning and repair) Covad Communications OSS is strategic Bonding with Retail & Wholesale (self provisioning!) Phase 1 vs. Phase 2 OSS enabled headcount reduction of 95% (source: DSLcon 2000) Share price vs. Solutions That Solutions That Work K2 OSS & Customer Care Staffing Costs (% of Revenue) Case 1 Case 2 Case 3 Case 4 Case 5 Flow Through Rate NA85%99.5% Network Element NAMarginal Good Product Specific OSS NAStandardExcellentGood Subscriber Level Provisioning No Yes Legacy Customization OSS Costs Customer Care WWW Ordering Churn Resulting from Manual Provisioning Driving Down Costs K2 To Summarize All Fields Provisionable Informative Error Messages Provisioning Interface SPEED Or Inexpensive Synchronization Thank You!! Daniel W. Corcoran CEO CESComputer Solutions, Inc. CES Computer Solutions, Inc. 1+(516)