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Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

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Presentation on theme: "Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012."— Presentation transcript:

1 Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012

2 © 2012 Altima LLC. All rights reserved. Agenda Introduction Altima – Company Overview IPKO facts & figures History of SAP presence in IPKOs business environment Solution Overview – SAP Consume-to-Cash Process Bundles supported by Convergent Charging platform Lessons Learned Future plans 2

3 © 2012 Altima LLC. All rights reserved.3 Altima – Company Overview

4 © 2012 Altima LLC. All rights reserved. Service Portfolio OSS/BSS SAP Consume-To-Cash Billing (mediation, rating, charging, invoicing, collection) CRM, provisioning, order management, integration with ERP Real-time charging, refill, voucher management Interconnection billing and settlements Consulting Business consulting, education and training for technical and back-office staff Product development – telecom residential and business quad play services Project Management Services Software Development 4 CUSTOMER is focused on businessvision, goals and corecompetencies. is focused on business vision, goals and core competencies. ALTIMA is focused on design, implementation and advanced IT services management that support customers business model. Doing the right things right!

5 © 2012 Altima LLC. All rights reserved. Our growth and locations 5 offices 8 companies 83 employees 113 customers in 31 countries 5 Zagreb Istanbul Tirana Prishtina Sarajevo 8

6 © 2012 Altima LLC. All rights reserved. Our portfolio effectively supports our customers business model 6 Financial sector Energy and gas Telco Transportation

7 © 2012 Altima LLC. All rights reserved.7 IPKO – Facts & Figures

8 © 2012 Altima LLC. All rights reserved. IPKO facts & figures Established in 1999, as Kosovos first Internet provider 2007 IPKO was acquired by Telekom Slovenije group and started its mobile services operations IPKO currently offers a full portfolio of services (Fix Voice, Internet, Cable DTV and Mobile telephony services) 99.7 % Mobile Network Coverage (2.5G EDGE) 2-nd largest mobile operator in Kosovo (35 % of the market share) Leader in Internet and DTV services Leader in providing bundled services 8

9 © 2012 Altima LLC. All rights reserved. IPKOs Market Base Overview 9 *Data collected in June 2011

10 © 2012 Altima LLC. All rights reserved. History of SAP presence in IPKOs business environment HighDeal Transactive 4.1 architecture Billing, Rating and Prepaid Db-s Rater, Guider, Updater BART module for post processing HA instances Bulk operations Invoice generation 10 SAP ERP solution ERP Financials - streamlining and automating financial operations ERP Human Capital Management – effective management of people with support to recruiting, onboarding and administration

11 © 2012 Altima LLC. All rights reserved. Business Challenges © 2012 Altima LLC. All rights reserved.

12 Several business challenges were identified Successfully launch and commercialize convergent quad services Establish adequate support systems in the means of efficient billing and rating management Effectively monitor, support and manage customer relations Accelerate time-to-market for new, innovative services Streamline charging and billing process Reduce operational costs Lower TCO thus having highly – available platform 12

13 © 2012 Altima LLC. All rights reserved. Solution Overview © 2012 Altima LLC. All rights reserved.

14 SAP enables a paradigm shift in the area of go-to-market for Telcos 14 Invoice/ Payment Pricing, Rating Charging Pricing Modelling Marketing Analytics Charged / Billable Items Consump-tion Events Billed / Open Items Revenue Performance by Customer Segment and Offer/Plan A/R, A/P, & Customer and Partner Financial Care Simulation / What if scenarios Consume Supply Collect/ Pay Analyze Control Forecast Revise/tune Real time visibility with SAPs in-memory capabilities Fast insight to action throughout the SAP Billing process

15 © 2012 Altima LLC. All rights reserved.15 ERP/ Service Ful. ERP/ Service Ful. CRM Order Distribution Infra- structure Order Monitoring Campaign Management Product Management Product Catalog Sales and Change Order Capture Contact and Account Management Sales and Distribution Logistics Technical Activation Customer Financials Management Price & Rate Price & Simulate Account Balance Management Revenue Management Online Bill Presentment Convergent Invoicing Financial Customer Care Dispute Management Convergent Invoicing Convergent Charging Credit Management Collections Management Offer Management Order Processing and Monitoring Order Capturing Fulfillment SAP Offer-to-Cash Receivables Mngmt. and Payment Handling Convergent Invoicing Financial Customer Care and Dispute Mngmt. Convergent Charging Credit and Collections Mngmt. SAP Offer-to-Fulfill SAP Consume-to-Cash Solution Overview - Based on SAP Offer-to-Cash IPKO project SAP CC module was the only available at the time of the project (2009)

16 © 2012 Altima LLC. All rights reserved. Project Scope © 2012 Altima LLC. All rights reserved.

17 Converged Billing Project in IPKO The 1 st SAP CC implementation after Highdeal acquisition Implementing technology is just one piece of the puzzle SAP O2C or C2C projects are transforming organization therefore IPKO underwent major infrastructural and organizational changes 17 Segments affected Activities performed Time Frame TechnologyImplementation and migration 15 months Organization Processes Merger of functions and departments Business Processes reingeneering 18 months (throughout whole project) PeoplePost-project On-the Job Training sessions 6 months

18 © 2012 Altima LLC. All rights reserved. Effective planning and execution 18 Convergent Billing project final solution diagram (April, 2010) 1 st draft of Convergent Billing Project scope analysis (March, 2008)

19 © 2012 Altima LLC. All rights reserved. Process bundles supported by SAP CC platform © 2012 Altima LLC. All rights reserved.

20 Convergent Fixed&Mobile Service Catalogue 20 FIX CONVERGENT GSM Single Catalogue for fixed & mobile convergence Single Service Provider Separate Catalogue for MVNO owned by 3-rd party Catalogue consists of Offers Offers represent a package of products & services Offers contain price plans for individual services (VoIP, broadband, cable TV, GSM...) Marketable products (tariffs/bundles) are created on existing CRM system and mapped to CC objects by parametrizing offers

21 © 2012 Altima LLC. All rights reserved. GSM Voice 21 IPKO GSM offers contain price plans for several services: GSM Telephony SMS MMS Data Value-added Services Price plan for voice contains rating logic for several ways how the voice service is used or customized, i.e.: MO/MT voice call price plans Self care logic (activating/deactivating) tariff plan options in real- time via SMS/USSD Logic for granting bonuses Logic for counter reset

22 © 2012 Altima LLC. All rights reserved. Mobile Originated (MO) Voice price plan 22 1st call/welcome logic A side location – Roaming or HPLMN? B number normalization Is B among Friends&Family numbers? Are A and B in the same community? B number zoning determination Rating context (price/free usage, rounding, profiles, bonuses...) If free counters apply, call is free Charge the correct price based on time period...

23 © 2012 Altima LLC. All rights reserved. GSM Voice pricing/rating logic 23 Most of the pricing/rating logic is kept in translation tables through which new products (tariff plans) are defined Weekday Peak Price Weekend Price Weekday Off-Peak Call Setup Price Regular On-net price Call Center Price Example – price per minute table:

24 © 2012 Altima LLC. All rights reserved. Lessons Learned

25 © 2012 Altima LLC. All rights reserved. Some DOs and DONTs Split a huge project in Phases or Work Packages Document SMART goals in project scope, review them in change management process Get support from key stakeholders and commitment from all team members Empower project team members to make decisions Make Lessons Learned workshops after each phase Party a lot (night shifts are great opportunity for that) Accept unrealistic schedule forced from above Accept split responsibility for solution components Neglect risks Underestimate the organizational impact of a transformation project 25

26 © 2012 Altima LLC. All rights reserved. Goals that were met 26

27 © 2012 Altima LLC. All rights reserved. Regained control over product development Extremely short time-to-market: Pricing tables 1 day New charging logic / new provisioning etc. 3-5 days The most complex convergent products 5-10 days Ease of creation new products (1 year after GO LIVE): 2 convergent-type products 5 business-type products 10 upgrades of the existing mobile products ~10 new mobile tariffs ~30 new fixed tariffs ~50 new product packages Bottom line: great financial results of the company 27

28 © 2012 Altima LLC. All rights reserved. Future Plans © 2012 Altima LLC. All rights reserved.

29 29 ERP/ Service Ful. ERP/ Service Ful. CRM Order Distribution Infra- structure Order Monitoring Campaign Management Product Management Product Catalog Sales and Change Order Capture Contact and Account Management Sales and Distribution Logistics Technical Activation Customer Financials Management Price & Rate Price & Simulate Account Balance Management Revenue Management Online Bill Presentment Convergent Invoicing Financial Customer Care Dispute Management Convergent Invoicing Convergent Charging Credit Management Collections Management Offer Management Order Processing and Monitoring Order Capturing Fulfillment SAP Offer-to-Cash Receivables Mngmt. and Payment Handling Convergent Invoicing Financial Customer Care and Dispute Mngmt. Convergent Charging Credit and Collections Mngmt. SAP Offer-to-Fulfill SAP Consume-to-Cash Enabling effective support to Offer-to-Cash process IPKO project Extending SAP CC module with CI and CFMTransition to SAP CRM

30 © 2012 Altima LLC. All rights reserved. Thank You! Jeton Studenica Products unit manager Jeton Studenica Products unit manager Antonio Prišćan Business Development Director M T skype: apriscan LinkedIn: Antonio Prišćan Business Development Director M T skype: apriscan LinkedIn:


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