Service Delivery Options
Transcript of Service Delivery Options
ATLANTIC ACM
Industry R
eports
Custom
R
esearch
• Market Sizing and Forecasting• Market Scan/Analysis• Customer Feedback • Benchmarking• Valuation
• US Sizing and Share• Global Wholesale• US Domestic Wholesale • Metro/Enterprise • Prepaid/Wireless
Founded in the 1980’s to serve clients’ needs for strategic research, planning and operational support
Developed a portfolio of powerful modeling processes, proprietary databases, and decision-support methodologies
Provides industry trend reports and forecasts, customized proprietary consulting, financial services and strategies for sustainable future advantage
Through the expertise of ATLANTIC-ACM professionals, we offer a unique set of skills to our clients
ATLANTIC-ACM provides strategic research and market forecasting
ATLANTIC ACM
Provisioning, and ease of doing business, are second only to price and product qualityDrivers of Purchase
©2009, A
TLAN
TIC-A
CM
• In our proprietary research, we find inefficient or poorly managed service delivery to be the greatest cause of frustration for wholesale customers
• Carriers are getting better – customer scores for provisioning have improved year over year, and it has become an issue of lesser concern for customers
ATLANTIC ACM
This panel represents carriers who lead the industry in provisioning
• Warren Mickens • VP Wholesale, Qwest
• Patrick Ostiguy • President, Accedian Networks
• Carl True• Business Development Program
Director, XO Communications
• Ben Vos • VP Service Management, Sprint
• Full Domestic Wholesale Awards presented at 6pm, Grapevine C
Rating (1-10)
Average: 6.44
Provisioning
©2009, A
TLAN
TIC-A
CM
March 3rd, 2009
Warren Mickens,Vice President Operations
Qwest Global Wholesale Markets
Service DeliveryPerfecting the Customer Experience
© Qwest Communications International Inc.
Call Before Reject Process
Customer is contacted twice regarding an order error before officially rejecting
41% reduction in external rejects Reject resolution time reduced from
4 days to 1 day
Service Delivery Platform (SDP)
Improves Qwest’s internal service order processing time thereby reducing cycle time
IP products will be processed through SDP 2Q 2009
Private line products will be processed through SDP 4Q 2009
Interval Reset Process
Communicate to customer that a due date could be missed
Follow-up letter when a new due date is assigned
Notification if able to improve on a revised due date
Perfecting the Customer ExperienceService Delivery Process Improvements
Perfecting the Customer ExperienceService Delivery Model
Efficiency and Productivity
Drive additional efficiency and productivity improvements
ProliferateThe Self Service
Model
Lower costs Increase the
customers’control of their destiny
Drivecosts down
Drivecosts down
Significantly improve customer satisfaction
The Ideal Customer Experience (ICE)
Solicit customer feedback
Establish customer advocacy teams
Implement modifications
Measure progress
Recession-Proofed Ethernet
Lower price per bit drives leased line to Ethernet migration Augmented by lower cost communications
expenses (VoIP, video conferencing, WANs)“There will be one bright spot, analysts said. Enterprises increasingly will turn to Ethernet technology because it provides more bandwidth at a lower cost. That’ll be good news for built-out operators such as Cox Communications and tw telecom.”
“One tactic [service providers] can take to offset churn is to start to get more aggressive in rolling out Ethernet services. Ethernet’s an answer [to the downturn].”
xchange, Nov 08. quoting In-Stat & D.A. Davidson analysts
Managed Services (over Ethernet) is also seen as a significant growth avenue as IT increasing out-sources
Enterprise Pricing, Fall 08•T1 (1.5Mbps) > $200/month•10Mbps Ethernet = $100/month
T1 is more expensive $/bps
1 End-to-end physical circuit created by service provider(s)
2EtherNID units provide adaptationbetween diverse enterprise IT infrastructures & create a uniformservice delivery model
3Layer 2 service mapped, policies applied, end-to-end OAM & demarcation enabled by EtherNIDs
4 Turn-up & SLA baseline tests conducted by EtherNID units
5SLA-Meter provides continuous, end-to-end performance monitoring & enables client web portal reporting
6 Troubleshooting & service upgrades performed remotely
End-to-End SLA Creation & Assurance
SONET
MPLS DWDM
WiMAX
xDSL
DOCSIS
PBT
Carrier Ethernet
FTTx
CustomerSite
CustomerSite
Multiple providers & equipment vendors
Measures: 1-way Latency 1-way Jitter In-Service Throughput Continuity, Frame Loss Traffic Stats
SLA-Meter™
Just Plug & Go™ !
NIDs are as simple to deploy as a cable modemJust FedEx them directly from the factory default settings to
your customers, they’ll plug them in Innovative discovery and auto-registration methods now
allow for automated provisioning and service activation.
SLAEMS
SLAEMS
How Fast will this Pay Off?
Provisioning time ↓ 60%
Troubleshooting ↓ 55%
Truck Rolls ↓ 40%
Trouble-Tickets ↓ 25%
SLA Violations ↓ 25%
Labor Cost ↓ 60%
OpEx Efficiencies
< 7 Months 5yr IRR > 300%
Solution Payback
CapEx Savings Access platforms ↓ 25-40% Test Sets ↓ 50-70% Trucks ↓ 40-50%
Leading providers sell NIDs to their customersUp to 300% mark-up Commitment reduces churn
© Copyright 2007 XO. All rights reserved. XO and the XO design logo are registered trademarks of XO Communications, Inc.
Carl True, Business Development Program Director
CompTelMarch 3rd, 2009
© Copyright 2007 XO. All rights reserved. XO and the XO design logo are registered trademarks of XO Communications, Inc.
XO Service Delivery Focus
Customer Experience
Automation
Outsourcing
© Copyright 2007 XO. All rights reserved. XO and the XO design logo are registered trademarks of XO Communications, Inc.
XO Service Delivery Focus-Customer ExperienceChange from single Service Delivery structure to Business Unit structure
Over communicate with customers on order status and Service Delivery process
Provide more timely and consistent updates and status
Commit to and meet customer requested deliverables
Offer more comprehensive SD service to customers, i.e. customer order disconnect management
© Copyright 2007 XO. All rights reserved. XO and the XO design logo are registered trademarks of XO Communications, Inc.
XO Service Delivery Focus -AutomationEnable more automated order flow through from order signature to order entry to order set-up in Provisioning systems
Reduce the amount of human intervention in order processing
Implement click to order functionality from customer quote tools
Add automated customer notification for items like FOC, DLR, test and turn-up
Increase customer notification
© Copyright 2007 XO. All rights reserved. XO and the XO design logo are registered trademarks of XO Communications, Inc.
XO Service Delivery Focus -Outsourcing Throwing human resources at SD is a costly proposition and has limitations
Outsource functions that are not network SD components;
• LEC order management• Number porting and assignment• Equipment engineeringFrees up internal resources to focus on core task management and completion
Accelerating the Customer Experience on the Sprint NOW Network
Ben VosVice President – Service ManagementMarch 3, 2009
Wholesale at Sprint
Sprint Wholesale
VoIPWireline MPLS, Voice
WirelessMVNO
WirelineMPLS, Voice
Pre-2008 Today
Build a business that goes beyond the traditional view of wholesale and creates
a new industry category:Converged Services
Solution Provider
Build a business that goes beyond the traditional view of wholesale and creates
a new industry category:Converged Services
Solution Provider
Companies that choose and work with Sprint have a passion to succeed in all they do and want a partner that shares their ideals and motivations.
We are that partner!
Companies that choose and work with Sprint have a passion to succeed in all they do and want a partner that shares their ideals and motivations.
We are that partner!
WirelessMVNO VoIP
The ACE Advantage
ACE Process
Previous Serial Process
Step 1 Step 2 Step 4 Step 5Step 3 Step 6
Step 1 Step 2
Step 3 Step 5
Step 4 Step 6
• Narrowband interval reduced from 23 business days to 15
• Initial performance yielded 94% interval met
• Future offerings may include even shorter intervals
• Customers want prompt installation of Sprint’s high quality services
• Sprint’s standard interval is around 23 business days, with a customer commit date met of over 90%
• Sprint has changed a historically sequential process into a more parallel process
cceleratedCustomer
Experience