Overview_of__Rogers_(1).ppt.ppt

08-JAN-2008

Overview of Rogers

- 2 -CONFIDENTIALDocument Name

Introduction

Rogers Communications Inc. is a diversified Canadian communications and media company engaged in three primary lines

of business

– Rogers Wireless is Canada's largest wireless voice and data communications services provider and the country's only

carrier operating on the world standard GSM technology platform.

– Rogers Cable and Telecom is Canada's largest cable television provider offering,

• cable television

• high-speed Internet access

• residential telephony services

• video retailing

– Rogers Media is Canada's premier collection of category leading media assets with businesses in radio and television

broadcasting, televised shopping, publishing and sports entertainment


Rogers Product Lines

The following are the product lines available in the Wireless & Cable lines of business

Product Lines Services

Wireless Postpaid and Prepaid

Personal TV Cable (Basic & Digital)

Home Phone

RHPc/RHPs (Rogers Home Phone Cable/Rogers Home phone Switch) and Standalone LD

Note: • RHPc – Home Phone service over cable infrastructure (Preferred Network)• RHPs – Home Phone service over switch network (Services offered via RTI

network) • Type of network chosen is seamless to the customers

Internet Hi-Speed Cable, DSL, Dial-Up, Portable Internet and VOIP


Rogers Applications

SALES CHANNELS:

• Rogers.com• Sales Central• Fido.ca• V21 - CSM• SGI – Online• TOE

BILLING SYSTEMS:

• V21• SGI

THIRD PARTY APPLICATIONS:

• Epost.ca

PAYMENT SYSTEM

• CASH

PREPAID SYSTEMS:

• PTMA• MG

SUPPLY CHAIN MANAGEMENT SYSTEMS:

• FA• TITAN• POM

PROVISIONING SYSTEMS:

• Service Broker


SALES CHANNELS – Rogers.com

• ROGERS.COM: – Rogers.com is the online sales and service channel for the Rogers family of products. – The site provides users with a means to browse and purchase Wireless, Personal TV, Internet and Home Phone

products and services.

• Users have the ability to:– View available products and service plans – Read helpful information about products and services – View contact and location information for customer service and retail stores – Purchase products and services online, with the option to have requisite hardware shipped to the customer’s address

or to be picked up at a retail location – Take advantage of various promotions and online exclusives– All users have the ability to save, and later return to, a previous shopping cart Customers with Rogers’s accounts

have the ability to:

View their accounts

View and pay their monthly bills online

Perform various customer service functions online


SALES CHANNELS – Sales Central

• SALES CENTRAL: – Sales Central is Web based Sales Channel used by the third party dealers/retailers to place and activate Rogers

Wireless, Rogers Cable & Fido Wireless services.– This sales channel is available as two separate applications: Rogers sales central and Fido sales central.

• Users have the ability to:– View the product information (Plans, Hardwares, Services, Rates, Company EPP Codes)– Place and Activate Wireless products (Rogers.com & Fido.ca), Rogers Home phone & Internet Services– Change the equipments– Hardware upgrade– Hardware upgrade cancellation– Fido Agreement renewal – Redeem Fido dollars– Activate Ticker message and Information alert message– Deactivate Ticker message and Information alert message– View user guides & reference documents– View Transaction Summary– View bulletins


SALES CHANNELS – Fido.ca

• FIDO.CA: – Fido.ca is an online purchasing application for Fido wireless products. It is basically an e-commerce site which acts

as one of the important Sales channel of Rogers. By means of this E-commerce site, users can purchase wireless services, handsets and accessories of various premier mobile phone products.

– FIDO offers Personal Communications Services (PCS) and wireless data services in major centers across Canada.– FIDO has been a subsidiary of Rogers Wireless Inc. since November 2004.

• Users have the ability to:– View available products and service plans – Purchase accessories for discontinued handsets– Read helpful information about products and services – View contact and location information for customer service and retail stores – Purchase products and services online, with the option to have requisite hardware shipped to the customer’s address

or to be picked up at a retail location – Take advantage of various promotions and online exclusives– All users have the ability to save, and later return to, a previous shopping cart Customers with Rogers’s accounts

have the ability to:

View their accounts

View and pay their monthly bills online

Perform various customer service functions online– Activation tool kits to get in to the Fido Telecom network also be procured by browsing through the Fido.ca


BILLING SYSTEMS – Vision21

• V21: – Billing system for Wireless– Front end: Power Builder ; Back end: Oracle database ; System can be reached through API links– It is a master storage of the price plan, Rate & discount related information. These data will be periodically copied into the product

catalogue tables of local database. Also V21 maintains customer data. – Consolidated billing happens in V21

Forced Consolidation: Forced Consolidation of bills happens only in SGI. During Cable/Internet and (or) RHP order completion in SGI, SGI triggers the OBI interface to look up for wireless product(s) in V21 at that address. There are a number of criteria that are considered in doing this match between SGI and V21. When a match is found, the BAN in V21 is mapped to the account number in SGI (in the SS DB) and forced consolidation of bills is set up in SGI. However, this can be overridden in SGI.

Non-Forced Consolidation: It depends on users interest– Apart from billing, V21 Involves in dealer Management and commissions.

• List of operation performed in V21:– Create New BAN through Customer Service Management (CSM)– Add Subscriber to Existing/New BAN– Load numbers – Locate End Date for the Discount, Waiver, Promotional SOC– Access reference table (Ref Tbl: This is the GUI for the Reference DB)– Access Application table (Apl Tbl: This is the GUI for the Application DB)– View Dealers – Check price plan– Manage the NPA-NXX through NM: Number Management. – Perform Dealer Commission activities through Dealer Compensation System:

– MPS: Message Processing System MAM: A program to trigger the batch job(s) when a mass set of customer data needs to be updated on a

need basis – Make Payments – Backout payments


BILLING SYSTEMS – SGI/SS

• SGI/ SS: – SGI – Super system graphical interface is a VB .NET client (Front-end)– SS – Mainframes (Back-end) – SGI is an user friendly front end built on SS (mainframes)– This is an order entry, order management, provisioning and billing system which is the heart of cable business.– Customer service representative (CSR) uses SGI to perform all account maintenance activities– Typical CSR activities include ordering a new cable account , changing the services of existing cable accounts , transfer the existing cable

accounts to a different address , disconnect existing accounts , reactivating the disconnected accounts and many more

• List of operation performed in SGI/SS:– Search – Lock or unlock the address– Create new address– Add customer to the new address– Add cable services – Change of services– Modify the existing address– Transfer customer – Reactivate the customer– Add new dependent– Disconnect the customer– View A/R History – Create campaign codes– View ISP information– View RHP information – Serial number creation in SS– Generate Pay-Per-View Usage


SUPPLY CHAIN SYSTEMS – FA/TOE

• FA:– Fulfillment Application (FA) is an application that serves as the middleware layer between various Rogers systems involved in the order

fulfillment processes– FA currently provides several important functions including Exception Management for key transactions

• Exception Queue is being used by the business team in order to manually fix issues that occur as a result of exceptions being raised

– Currently 400-500 orders end up in the Exception Queue daily.• Various causes for exceptions including: Duplicate Transaction, Item Inactive, Item Not Found in Item Master, etc.

– Business and Technical Exception Handling are being captured in the same environment– Process: Create orders in TITAN and receive POs before sending requests to AMG. AMG is a product shipping group – It has its own fraud detecting tool

• TOE:– Webservice involved in order fulfillment process. It supports CTN selection, price plan selection, hardware selection, and eligibility check and

subscriber activation.– Process: Orders are first created in telesales and the CSR’s have real-time access to availability of SKUs. If a SKU is visible this implies that

inventory is available– Business has ability to expose limited SKU’s for TOE orders thereby reserving these for TOE orders– Scenario Discussion:

• If there is one phone left in inventory levels and 4 orders come in simultaneously for the same phone• All orders will be accepted and the 3 orders unfulfilled will go through the exception process / back order process• Once the inventory is allocated to the order, the available SKU disappears in real-time

– The order is confirmed and saved in TOE– TOE creates the account set-up in V21 – a CTN number is reserved (but not activated yet)– FA will pull these orders from TOE and gets the billing address from V21– FA will validate the order and ensure it is complete – (i.e. IMEI, SIM, SKU exist in Titan etc)– Order sent from FA to Scancode and Scancode confirms the receipt– FA updates TOE regarding order fulfillment status


SUPPLY CHAIN SYSTEMS - TITAN

• TITAN: – Titan is a collection of disparate systems that support Wireless, Home Terminal Devices and General Inventory processes. – Inventory Control ; Back order management (seeking for the hardware) will be done in TITAN – Titan was initially purchased from McGaw Cellular to manage Cable GI Inventory– Rogers’ extensively customized each Titan to support the Wireless, Cable and GI businesses– Titan is integrated with numerous Order Entry systems and Scancode (WMS) through the Fulfillment Application– Titan is no longer sold or supported in Canada– The existing Titan systems are complex, heavily customized and interdependent with other systems, including:

− Fulfillment Application: manages complex integration of the order fulfillment process

− Scancode: the Warehouse Management System

− Vision 21, SuperSystem, DOAT (Dealer Order and Automation Tool ) and other customer management and billing systems– Titan is unable to process orders when line of credit exceeds $10M for a Dealer/Retailer - efficiency issue– Titan is off-line each night (10pm – 5am) to run batch jobs

• TITAN - VIEWS: – The business generally views Titan as an operations and customer service risk– Finance views Titan as an accounting and controls risk (e.g. the Vendor Phone File)– IT views Titan as a support risk with limited skills and expertise to support both Titan and FA


SUPPLY CHAIN SYSTEMS - POM

• POM (Product and Offer Management):– The Product Offer Management (POM) module is meant for managing products, campaign, promotion, discount, price and offers within

Telesales and Rogers.com channel applications.– It allows users to set up products to be sold in a channel– It defines the relationship between products, price plans, SOC/features, hardware, accessory, term and their prices. – It allows users to define campaign and promotions to be associated with a channel application.– It supports Wireless telesales, Fido business solution and Rogers.com web site

• Users have the ability to:– Add Hardware, Essentials & Accessories– Relate hardware with Accessories– Maintain Price Plan– Relate hardware with price plan– Coupon– Promotion– Relate Campaign to price plan and hardware – Map Product type


PROVISIONING SYSTEM – Service Broker

• SERVICE BROKER:

Sigma SMP (Service Management Platform) provides:

– Ability to automate the provisioning and activation of a service or service change on any service delivery platform– Executes re-provisioning of services– Supports manual task management for provisioning tasks that cannot be automated– Sigma’s award-winning Service Management Platform (SMP), powered by Service Broker™, is a real-time, J2EE-based intelligent service

control engine that provides the foundation to manage subscription, on-demand and real-time VoIP, High Speed Internet, Commercial Services, and Video services across any network technology, on any functional device.

– SMP provides support to automate

order management,

service provisioning and activation

subscriber service management

resource management, subscriber self-care and service diagnostics on a multi-vendor service delivery network.


PAYMENT SYSTEMS - CASH

• CASH: – Credit Card and Debit Card processing of all Rogers product line (Wireless, Home Phone, Cable, Internet) is Centralized through one

consolidated platform called the CASH Management System (CMS).– CMS application centralizes all credit card rules. – CMS is outfitted with all the Web Credit Card Fraud Prevention tools (CID, CVC2 and CVV2) and has built-in fraud detection tools that can be

used to detect fraud during purchase process– CMS handle transactions like Credit History Checks, OTCC (One Time Credit Card), MACC (Monthly Automated Credit Card), PAC (Pre-

Authorized Chequing) payments and Automatic Chargeback.– The Rogers applications- V21, PTMA, SS connect to CMS for Credit/Debit Card processing. CMS makes a call and receives the authorization

code for Credit/Debit Card payment processing to the Financial Institutions through a third party application called Paymentech a merchant acquirer/Clearing house.

– Application provides an administration tool which will be used directly by the Treasury Department– Transactions that are processed in CASH: One Time Credit Card Payments; Pre-authorized Credit Card Payment (MACC); Pre-authorized

payment (PAC)


PREPAID SYSTEMS - PTMA• PTMA (Prepaid Transaction Management Application):

– PTMA is a middleware for all prepaid transactions. – It is a SOAP/XML middleware between front-end client interfaces and the back-end prepaid systems. – ALSB holds the services provide by the PTMA. – PTMA supports activation and provisioning requests from the client applications as well as inquiries and requests for recharges.

Below are the applications PTMA interfaces with:– PTMA provide services to Rogers.com, Fido.ca, Sales Central, Switch Control, SMS, Felix.– PTMA Interfaces with the backend systems MG, V21, SMS and RR (Recurring Recharge) system.– PTMA Load Balance: Hardware that redirects the incoming traffic to the PTMA servers in the cluster. Won’t detect if the application is down,

only if the actual machine is down. – PTMA Monitor: It is on a separate machine, and it monitors the status of the PTMA servers.

Front-end Client

interfaces

Back-end Prepaid Systems

PTMASOAP/XML Middleware


PREPAID SYSTEMS - MG

• MG (Management Gateway)

– Management Gateway is a real time Prepaid Customer Care and Billing system for Wireless.– PTMA calls the MG stored procedures for the following functionalities

Activation Telephone Number Change Equipment Change Cancellation Price Plan Change Price Plan Change for Air Account Balance Recharge / Refill Recent Transactions / Call History Register/Update Instant Refill

– MG Client application is run on Citrix– If the method of payment is Credit Card, MG charges credit card through CASH system. The interface between CASH and MG is Web Services– Reporting jobs from MG are used by business– Redknee Recurring Recharge (RR) is a supplemental system that charges all prepaid subscribers on SuperSaver plans a monthly fee to their registered credit or debit cards, and debits their account in MG


THIRD PARTY APPLICATIONS – Epost.ca

• EPOST.CA (Electronic Post Office service): – Its a free, universally available e-billing (online) solution provided by the Canada Post (Third Party). – The ePost solution leverages the concept of a central document repository, and provides the ability for a single bill to be available through

multiple channels. – Using Mail Data provided by Fido, ePost will create and store electronic documents within its central document repository. – Electronic bills will be delivered via the presentment channel selected by the customer.– Epost service offers documents such as pay stubs, tax forms and trade confirmations in addition to bills and statements

– To access online bill, customer would have register on Epost and add Rogers as a mailer

• System has the ability to:– View the bills for the products which he has purchased through multiple channels


Architecture

Rogers.com

EAI

Fido.ca

API

Sales Central

EAI

SGI

EAI

V21-CSM

API

SuperSystem

Engg. Network (Wireless)

Engg. Network (Wireless)

Consolidated Bill

OBI

API

MG

CASH web services

Financial Institutions

PTMA

V21EAI

API

CPT RCIS

Technician

TITAN

AMG

SBAll Streams FAEAI

UPS


Application Access

Application Access Path/URL Type of application

SGI- Super System Graphical Interface

To create Icon: Click on Start->Program->Cable Applications->SGI Icons->SGI32 Icon Creator Icons are created on the desktop from which the application can be accessed

PC based application

V21- Vision21 Accessed through Citrix PC based application

Rogers.com http://www.rogers.com/web/Rogers.portal Web based application

FA http://rcihp020:8015/ExceptionQueueWeb Web based application

Fido.ca Testing environment yet to be received Web based application

CASH Url Web based application

Sales Central Url varies as per the environment Web based application

Service Broker Accessed through Remote Machine PC based application

POM Url varies as per the environment Web based application

MG Accessed through Citrix PC based application

PTMA Url varies as per the environment Web based application

http://www.rogers.com/web/Rogers.portal

http://rcihp020:8015/ExceptionQueueWeb


SME ‘S IN THE APPLICATIONS

APPLICATIONS CONTACT PERSONS @ OFFSHORE CONTACT PERSONS @ ONSITE

V21 SATHYA B SYED A AHMED

SGI NITHYA / SATHYA R GURU PRASAD

SB SATHYA R GURU PRASAD

CASH ABHINAV VENUGOPAL

PTMA / MG JAGDISH PRASAD ALWYN

ROGERS.COM ABDUL KAREEM CHITRA

FIDO.CA NARAYANAN ALWYN

SALES CENTRAL BALAMURUGAN SYED A AHMED

TOE ABHISHEK VENUGOPAL

FA ABDUL KAREEM SYED A AHMED

TITAN ABDUL KAREEM SYED A AHMED

EPOST.CA JAYARAM ALWYN

REFERENCE DOCUMENTS:

- Induction manuals available for each application.

- http://rciesnmsepmc:82/sites/rogersepm_2085/default.aspx ( Sharepoint at onsite)

http://rciesnmsepmc:82/sites/rogersepm_2085/default.aspx


Portfolios

TCS – Rogers engagement started in Dec 2006. Rogers Test Organization has been set up at TCS offshore. Onsite- Offshore model is adopted to bring out cost advantage. Testing is being performed at offshore with onsite co-ordination. Dedicated QA Managers are employed at offshore and onsite for effective program management.

Various Portfolios:• QA • Channels • Billing• Provisioning


Organizational Structure - Onsite


Rogers Revenue Details – Third Quarter 2007

• Rogers Wireless– Revenues : $ 5,294M

• Rogers Cable & Telecom– Revenues : $ 3,477M

• Rogers Media– Revenues : $ 1,270M

Consolidated Revenues: $ 9,806M

Highlights of the third quarter of 2007 includes the following:– Wireless subscriber postpaid net additions were 195,100 compared to 171,200 in the third quarter of 2006.– Cable and Telecom ended the quarter with 590,500 residential voice-over-cable telephony subscriber lines. Net additions were

81,200 subscriber lines for the quarter, of which approximately; 7,800 were migrations from the circuit-switched platform. – Internet subscribers grew by 55,000 to a total of 1,418,500, while basic cable subscribers increased by 9,100 to a total of

2,275,400 and digital cable households increased by 54,800 to reach a total of 1,291,800

Thank You

Overview_of__Rogers_(1).ppt.ppt

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