1. Tech Mahindra ‘Enabling the new Telco paradigm…’

2. About us…

3. Across the World 75,000+ Associates 60+ Nationalities 54+ Countries
Sweden
Denmark
Netherlands
Canada
Finland
Czech Republic
Ireland UK
United States of America
France
Hungary
Belgium
Germany
Switzerland
Italy
Beijing
Spain
China
Bahrain
Japan
Jordan
Dubai
Hong Kong
Korea
Egypt
Riyadh
India
UAE
Taiwan
Ghana
Saudi Arabia
Thailand
Qatar
Nigeria
Congo Brazzaville
Kenya
Malaysia
Singapore
Brazil
Democratic Republic of Congo
Philippines
Zambia
Indonesia
South Africa
Australia
New Zealand
75,000+ Associates
60+ Nationalities
54+ Countries

4. Delivering to the Best Tech Mahindra Mahindra Satyam
3 of Top 10 in Aerospace & Defense
12 of Top 20 Wireless TSPs
11 of Fortune 500 global companies
5 of Top 10 in Motor Vehicle and Parts
3 of Top 3 Telcos in Europe
4 of the Top 10 in Retail Banking
4 of Top 5 in Networking & Communication Equipment
5 of Top 5 TEMs
3 of Top 10 in Oil & Gas companies
13 of top 14 TSPs in India
3 of top 5 Food consumer products
16 Top Greenfield operators

5. Awards & Recognition Tech Mahindra Mahindra Satyam
Winner of 2010 and 2011 AT&T Supplier Award for outstanding performance & service to AT&T and its affiliates
Oracle APAC FY10 OPN Enterprise 2.0 Partner of the Year Award – Oracle
Voice & Data ranked Tech Mahindra as the Top Telecom Software Company for the year
MOST RESPONSIVE
Mahindra Satyam BPO honored as “India’s Most Customer-Responsive BPO Company” - AGC Networks, The Economic Times, Ernst & Young and Nielsen
System Integrator of the Year in the Telecom sector' award by a leading global Analyst and Research firm as a part of the India IT & Telecom Excellence Award
RESURGENT MARKETERS
Top-50 Marketers Award, under the Resurgent Marketers category for Pitch India
Communications Sector Partner of the Year Award for 2011 from Microsoft.

6. The “New New” Paradigm…

7. CXO challenges in an ever-changing Telecommunications Landscape…
Market Leadership
Customer Experience
Business Management
Business Model
Shareholder Value
Time to Market
Customer Centric
Product Differentiation
Market Management
Campaign Management
Business Architecture
Business Efficiency
24 x 7 Business Availability
New product development
Leverage existing assets
CEO
CFO
CMO
COO
CIO
CTO
Real time Accounts
Real-time Analysis
Cash, Debt Management,
Cost Management
Revenue Management
Service Centric
Operations Management
Service Delivery
Service Operations
Program Management
Total Cost of Ownership
Technology Architecture
Delivery & Service Model
24 x 7 Service Availability
Service Development
Network/ Service Integration

8. Signs all around- What happened in 2011/2012 !!!
Smartphones/Feature phones
Global smartphone sales exceeded PC sales in 2011 (BI Intelligence Report)
Tablet computing
Business Week: in Q Apple sold more iPads than HP sold PC's
Social Networking & Cross Platform consumption
Facebook million users - 3rd largest country population in the world
1/3rd of Facebook users access via mobile devices
YouTube generates 30 Billion + page views/day
200 million tweets/day
Impact of Cloud & ICT
Telcos will Continue to Extend their ICT Portfolios, Focusing on the 'I' in ICT with Cloud as a Major Strategic Direction (IDC Predictions for MEA)

9. A typical story in telco- using Total Customer Lifecycle Management
Invoicing TCLM formats Ghada’s bill and sends it to a printer, and makes it available online.
Order Management & Provisioning TCLM captures the activation order, activates and provisions Ghada’s new phone instantly.
Post Paid Billing Ghada’s usage is tracked against her credit limit and billed for periodically.
Customer Care
Ghada contacts the call center, where TCLM’s customer care platform provides a 360º view of the customer profile, history and value.
Promotions The operator automatically sends promotional SMS messages targeted just to Ghada- based on call usage and analytics collected by TCLM.
Hi Ghada. We’ve noticed you’ve been on Facebook over 5 times this week. Would you care to opt-in to our Social Networking bundle to save AED 3.12/week?
Hybrid Billing / Data Charging Ghada tops up her prepaid data cap with TCLM’s real-time voucher top-up support.
Loyalty Program Ghada’s minutes of use are tied in with her frequent flyer program via the TCLM platform, earning her miles for every mobile call.
Interactive Business Intelligence Customer preferences, usage history and personal information are available for marketing optimization, churn reduction and profitability analysis.
Customer Self-Care Ghada checks her amount owing and due date via USSD, and sets a spending limit for herself.

10. Reference Architecture – Component View Point
Customer Interfaces
3rd Party Systems
Distributor mgmt
Dealer mgmt
SMS
Kiosk
Payment Gateway
POS Terminal
Content Partner
Retailer
CSR
IVR
Portal
Social Networks
Voice Portal
Enterprise Management
CRM System
Next Gen Services
Enterprise Risk Mgmt
Partner Relationship Mgmt
Retention & Loyalty
Sales & Marketing
Customer Care
Revenue Assurance
Fraud Mgmt
Knowledge Mgmt
Middleware & Workflow
Telecom Enablers
Document Mgmt
Fulfillment
Billing & Revenue Management
Data Mgmt
Partner Relationship Mgmt
Interconnect billing & Settlement
MDM
Storage
Service delivery Platform
Voucher Mgmt
Roaming Rating & Settlement
Enterprise Resource Planning
Finance & Asset Mgmt
HR Mgmt
Provisioning
MSISDN, SIM Mgmt
Prepay, Rating & Billing
Mediation
Network Enablers
Network Access IN
HUR
HRBT
ICS
PTT
MDSP
MMSC
SMSC

11. Business Processes supported
Bill Invoice Management
Pre Bill (Trial Bill) Bill Generation
Process Bill GL Posting Process Hot Bill
Set Up Billing (Service Definition)
New Rate Plan Configuration Process
Prepaid to Postpaid Migration
Postpaid to Prepaid Migration
Generating Usage Statement for Prepaid Customer
Voucher Management Process
Customer Interface Management
Customer Interface Management Process
Customer Interface Management Process_ Self Care
New Connection Inbound
Franchisee Activities
Cheque Payment Process
Service Request
Service Request Process
Trouble Ticket Process
Flexing of Suspension
Payment & Collection
Payments Collection
Postpaid Payment GL Posting Process
Prepaid Top Up GL Posting Process
Late Payment Charges Process
Channel partner registration & Termination
Channel Partner Registration Process
Channel Partner Termination Process
Order Handling
New Connection Order Inbound
Franchisee Activities
Cheque Payment Process
Ready for Service Check
Order For Relocation
Order For Disconnection
Customer Verification
Service Configuration and Activation
Service Activation
Service Modification
Disconnection of Broadband Services
Suspension of Services
Reactivation Services
Tracking of Service Orders

12. To thrive in this ever-changing environment Telcos will need to… Build
Conclusion
To thrive in this ever-changing environment Telcos will
need to…
Build
Sustain
Monetize
….Customer relationships

13. Thank You