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Business Flows Use cases

Amdocs GSS. Business Flows Use cases. The O2A Maturity Model From problem solving to a business enabler. High operation efficiency Low revenue leakage. Low operation efficiency High Revenue leakage. Problem Prevention. value. Problem Resolution.

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Business Flows Use cases

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  1. Amdocs GSS Business Flows Use cases

  2. The O2A Maturity ModelFrom problem solving to a business enabler High operation efficiency Low revenue leakage Low operation efficiency High Revenue leakage Problem Prevention value Problem Resolution Business Improvement Ping Pong Cost

  3. Improve O2A Flowthrough via focus on KSU root cause analysis (RCA)Use case #1 – Tier 2 EMEA Service provider Challenge High ratio of orders fallout and stuck orders Solution • E2E flow analysis (BSS/OSS) • Creating monitoring tool and dashboard • Identify orders stuck during the Provisioning process • Building interface to OSS for getting accurate and specific status from the relevant network elements (KSU) • Identify abnormal trends and specify the specific network element that causes the problem (e.g. HLR, OTA) • Sending notifications (email and SMS) based on configurable thresholds • Fixing the network element 5% order fallout Results - 65% 1.8% order fallout

  4. B2B increased operation efficiency and improved customer experienceUse case #2 – Tier 2 EMEA Service provider Challenge • High ratio of mass orders fallout • Cumbersome and inefficient bulk activities (e.g. manual complicated files) • Long order handling time • Large team at back office for mass orders • Conflict of interests between the Service Provider and the BPO vendor 65% Solution • Creating an automatic ‘cloning’ tool that can ‘clone’ ordering activities formass of subscribers • Designing dedicated screens and providing patterns for ordering activities • The user performs activity once and the system clones it for all given MSISDNs (specific or range) 100% order creation success Only 7 minutes for creating a bulk ordering activity Back log operation team Results - 95% 60% order creation success

  5. Re-engineering and automating processes Use case #3 – Tier 1 NA Service provider Challenge • Consolidated systems and LOBs cause high number of fallouts (~4 millions order fallouts a year) • Strong growth of customers base along with numerous products and services • Orders are not been closed not properly – high reopen rate Solution • E2E flow analysis (BSS/OSS) • Data capture issues, mainly due to missing network elements & systems info • Categorize missing information types (e.g. location codes) • Creating tools that check missing information and complete it automatically • Re-engineering of the delivery process to ensure that orders are closed upon accomplishment only Results Order fallout reduction By Permanent fixes - 10% - 28% By Automation

  6. Improving O2A through channels managementUse case #4 – Tier 2 EMEA Service provider Challenge • High volume of Self Service orders fallout • Delay in ordering actions that created in self service (e.g. activation) • Inaccurate data among systems (Self Service and Ordering) • Customers cannot use the Self Service more than once a day Solution • Self Service ordering flows analysis • Finding out that the interface between Self Service DB and Ordering is cumbersome and has significant delays (1-7 days) • Reorganizing subscribers and ordering information for ease and fast retrieve • Implementing PWX tool (Informatica) that can access DB, retrieve and process information in real time • that can access DB, retrieve and process information in real time Information traffic Smooth ordersand fallouts reduction Increase use and reliability ofself service channel Results - 80%

  7. Improve operation - focus on business needsUse case #5 – Tier 2 EMEA Service provider Challenge • Difficulties in following the MNP regulations due to lack of coordination with mass activities • Transfer time must be completed within 10 minutes • Service provider pays penalties for its inability to follow MNP regulations Solution • Analysis of the MNP SLA breaching • Creating a daily report that shows the working plan and workload during the day • Proactive identification of workload peaks (e.g. mass exchange) • Prioritize activities based on the regulator’s SLA in real time Results MNP transfer time doesn’t exceed the regulator’s SLA (10 minutes)

  8. Tools and training for smooth resolution Use case #6 – Tier 1 NA Service provider Challenge • Many fallout orders are missing their original due date Solution • Improve ‘one touch’ resolution through cross training across product lines back-office operation • Provide access and view to other teams’ systems in order to reduce referrals to other departments • Implementing Exception Management System (3rd party) for routing logic and prioritization improvement 10% Results Order readiness due date

  9. Thank You

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