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

2. Agenda Introduction Altima – Company Overview IPKO facts & figures
History of SAP presence in IPKO’s business environment
Solution Overview – SAP Consume-to-Cash
Process Bundles supported by Convergent Charging platform
Lessons Learned
Future plans

3. Altima –
Company Overview

4. 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
Doing the right things right!
CUSTOMER
is focused on business vision, goals and core competencies.
ALTIMA
is focused on design, implementation and advanced IT services management that support customer’s business model.

5. Our growth and locations88
Our growth and locations
5 offices
8 companies
83 employees
113 customers in 31 countries
Zagreb
Istanbul
Tirana
Prishtina
Sarajevo

6. Our portfolio effectively supports our customer’s business model
Financial sector
Energy and gas
Transportation
Telco

7. IPKO –
Facts & Figures

8. IPKO facts & figures
Established in 1999, as Kosovo’s first Internet provider
2007 IPKO was acquired by Telekom Slovenije group and started it’s 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

9. IPKO’s Market Base Overview
*Data collected in June 2011
Service
Internet/DTV
Residential Mobile
Business Mobile
No. of Invoices
1384
673
1180

10. History of SAP presence in IPKO’s 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
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. 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

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

14. SAP enables a paradigm shift in the area of go-to-market for Telcos
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 SAP’s
in-memory capabilities
Fast insight to action throughout the SAP Billing process

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

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

17. Converged Billing Project in IPKO
The 1st 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
Segments
affected
Activities performed
Time
Frame
Technology
Implementation and migration
15 months
Organization
Processes
Merger of functions and departments
Business Processes reingeneering
18 months (throughout whole project)
People
Post-project On-the Job Training sessions
6 months

18. Effective planning and execution
Convergent Billing project final solution diagram (April, 2010)
1st draft of Convergent Billing Project scope analysis (March, 2008)

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

20. Convergent Fixed&Mobile Service Catalogue
Single Catalogue for fixed & mobile convergence
Single Service Provider
Separate Catalogue for MVNO owned by 3-rd party
Catalogue consists of Offers
GSM
FIX
GSM
CONVERGENT
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 20

21. GSM Voice 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. Mobile Originated (MO) Voice price plan
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 ...)
Charge the correct price
based on time period...
If free counters apply, call is free 22

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

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

25. Some DO’s and DON’T’s 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

26. Goals that were met

27. Regained control over product development
Extremely short time-to-market:
Pricing tables day
New charging logic / new provisioning etc days
The most complex convergent products 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

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

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

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