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Convergent Billing & CRM


The World's Leading Provider of Billing and CRM for the Communications Industry

Key to success of Mobile Service Providers

By: Abhishek Paunikar(11009) Amaya Saraf(11011) Sonali Sharma(11007)


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- Proprietary and Confidential Information of Amdocs-

Confidential Information of Amdocs

amdocs

The Mobile Market


Driving Profitable Growth

Focus Change: Land Grab vs Revenue Maximisation


No longer Growth at any cost Conflicting KPIs: Subscriber Growth and ARPU

Low value vs. High value customers


Can they be identified?

Difficulties in determining best candidates for VAS


Disparate systems for data / voice, prepaid postpaid obscure the view of the customer base
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- Proprietary and Confidential Information of Amdocs-

CommunicationService Providers Communication Service Providers Business Drivers Business Vision


Increase Customer Loyalty Achieve a single customer view Segment & identify most valuable customers Improve customer satisfaction Increase ARPU & reduce churn Consolidate systems & reduce duplication Automate and streamline key processes Lower systems total cost of ownership (TCO) Optimize assets among partners and vendors Rapidly launch new services Bundle and target right customer with right offer Efficiently scale & assure revenues Strengthen role in value chain (content & commerce)

Reduce Costs

Profitable Growth
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- Proprietary and Confidential Information of Amdocs-

Challenges of Emerging Services


Voice, Data, Content & Commerce Advanced Rating Flexible Payment Methods Enhanced Customer Service Robust Online Charging Capabilities

Prepaid / Postpaid / Nowpaid


Integrated CRM & Billing

Network Touchpoints for 3rd parties


Scalability
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- Proprietary and Confidential Information of Amdocs-

Decreasing Time-to-Market
Supporting Unlimited Growth

Convergent Billing & CRM


Todays Fragmented Reality

Separate billing systems to support prepaid & postpaid, voice & data etc.:
increases a MSPs total cost of ownership (TCO)
maintenance, upgrade and operational costs

and separate billing and CRM platforms for customer support


obscured view of the customer base inability to offer innovative service and price plan bundles based on:
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business intelligence with respect to customer profiles, behavior and segmentation

- Proprietary and Confidential Information of Amdocs-

Prepaid-Postpaid Convergence
- Whats happening in Asia-Pac?

Growth

rapid uptake of prepaid services high churn rates low ARPUs

Prepaid Postpaid
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- Proprietary and Confidential Information of Amdocs-

strategic role for postpaid services to retain customers & sustain revenues

Recent Evolution
Closing the Gap - Challenges

CRM & Billing


Multiple Integration Points Incomplete View of Customers across LOBs Poor Vendor Accountability No Common Solution Roadmap Disconnect B/W Customer & Product Lifecycles

Data Duplication & Inconsistencies

Todays Impacts Customer Loyalty


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- Proprietary and Confidential Information of Amdocs-

TCO

Investment Risk

Enhanced Customer Service


Integrating Billing and CRM
Single view of the customer

Support

AoC and Budget Control Customer empowerment Self-Care

Multiple balances per customer for total flexibility

Balances

Shared balances between multiple customer

Flexible balance policies

Replenishment

Multiple replenishment methods via multiple channels


Flexible replenishment policies

Analytics
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- Proprietary and Confidential Information of Amdocs-

Identification of high-value customers Cross-Sell & Up-Sell Opportunities

CSP Challenges
Customer Relationship Management

Giving the company a consistent, single view of the customer Giving the customer a single view of the company

Analyzing customer information and predicting customer behaviour


Conducting effective marketing campaigns to increase highvalued customer base
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- Proprietary and Confidential Information of Amdocs-

360 degree view

Amdocs Business Insight Operational CRM


ClarifyCRM

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Analytical CRM
Data Warehouse Operational Systems External Sources

phone

Customer Information Data Mart

TM
Data Analysis Churn Segmentation Product Affinity

Campaign
Management

Planning Activation

Customer
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- Proprietary and Confidential Information of Amdocs-

Monitoring

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Emerging Services
Intensifying the Need for Reunion

Tight integration of the customer lifecycle & product lifecycle is critical.

Customer Lifecycle
Market

Product Lifecycle
Launch Create

Sell

Service Fulfill
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- Proprietary and Confidential Information of Amdocs-

Design
Concept

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Prepaid-Postpaid Convergence
- and Beyond

Growing desire for convergent accounts


flexibility to set-up some services as prepaid, some as postpaid.

And Beyond select payment method at the time of purchase i.e. Nowpaid
E.g. a customer consuming a mobile game with a one-time charge can decide from:
a prepaid balance postpaid account a credit or debit card loyalty points
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- Proprietary and Confidential Information of Amdocs-

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Flexible Payment Methods


Prepaid-Postpaid-Nowpaid

Prepaid

Rating
Nowpaid

Billing

Postpaid

Customer Information

Product Catalog

Cross Price Accounts Cross Channel Benefits Channel Discounts Payment Methods Hybrid Plans
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Unified platform increases operational efficiencies

- Proprietary and Confidential Information of Amdocs-

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Convergent Prepaid / Postpaid Billing & CRM


- A Customer Case Study

Who?

Excelcom, 3rd MSP in Indonesia


convergent support for all payment methods

What? How?
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- Proprietary and Confidential Information of Amdocs-

prepaid, postpaid and nowpaid Amdocs Enabler

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excelcom
Background

Oct 1996 - highly successful launch of mobile phone services Today, customer base exceeds 2 million
(97% prepaid/ 3% postpaid).

More than 130 MSP roaming partners in over 60 countries

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- Proprietary and Confidential Information of Amdocs-

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excelcom
Business Objectives

Convergent support for prepaid and postpaid services

Reduce TCO via modernization and consolidation


previously 2 disparate billing systems for prepaid and postpaid

Rapidly introduce innovative services and more flexible payment options


to meet customer needs and increase satisfaction and loyalty

Achieve carrier-grade scalability to support customer growth


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- Proprietary and Confidential Information of Amdocs-

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excelcom
Amdocs Implementation

Amdocs: Enabler, ClarifyCRM and PRM

Replacement of existing postpaid and prepaid billing systems


Phase 1: Amdocs Enabler extended with:
Pre-integrated Balance Management Voucher Formatter

Replenishment Management applications

Feb 2003: Completion of Phase 1 was announced


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- Proprietary and Confidential Information of Amdocs-

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excelcom

Business Benefits: Prepaid Postpaid Convergence

Eliminating the need for multiple billing systems


increasing operating efficiency & lowering TCO

Modernization and consolidation - excelcom estimates


savings of 20-30% in billing operating costs

40% reduction in capital expenditure More competitive service offerings, faster time to market, and increased customer satisfaction
excelcom expects to be able to reduce TTM for new services from

6-9 months to 3-4 weeks


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- Proprietary and Confidential Information of Amdocs-

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excelcom

Business Benefits: Prepaid Postpaid Convergence

Unified view of the customer


for enhanced revenue performance across ALL services and payment methods

Effective segmentation of customer base


with a view to up-sell & cross-sell of higher value services

Relevant and Targeted offerings

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- Proprietary and Confidential Information of Amdocs-

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The Way Forward


Requirements for the Next Generation

Driver

Business Strategy
Improve customer interactions

Increase Customer Loyalty

Single view of customer base Identify and target spenders Intelligent business decisions

Reduce Costs Drive Profitable Growth


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- Proprietary and Confidential Information of Amdocs-

Streamline, Consolidate, Simplify Ease of Integration Reduce Time to Market Increase range of relevant VAS

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