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Tech Mahindra ‘Enabling the new Telco paradigm…’
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About us…
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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
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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
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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.
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The “New New” Paradigm…
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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
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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)
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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.
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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
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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
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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
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Thank You
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