ø prism - o2.co.uk · 5 | ø prism service, billing and reporting – 1. summary table feature we...

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Clear service, billing and reporting from ø

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Contents

Clarity 04

Service, billing and reporting

1. Summary table 05

2. Detail behind the features 10

3. Managed services 16

Billing and reporting: our recommendations 18

We build our business on your feedback 21

The small print 22

4 | ø Prism

When it comes to your mobile solutions, we want to make sure that

you have the best experience possible.

We want you to know what to expect and be confident that you’re

getting the service, billing and reporting treatment that’s right for

your business.

You’ll probably find that our standard packages exceed your

requirements but if you need something special we can add extras.

Or, if you have very specific requirements we can look to design a

solution for you or even offer a fully managed service for key aspects

such as billing and e-mail.

In addition to clearly setting out what you can expect, O2 Prism makes

best practice recommendations to make sure you can get the mobile

experience you require as your business evolves.

Clarity

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Service, billing and reporting –

1. Summary table

FeatureWe will

provideAdditional features Optional extras

Implementation

management 3

A field based customer project

manager can be allocated (150+

connections).

Customer profile build 3

Mobile estate audit 7 From £1500 set-up charge, plus £2.00 per connection.

O2 Welcome 3On-site Welcome for your launch day

(500+ connections).

Additional days of support can be provided at a cost of

£950 per man day.

24/7 helpdesk for end users 3

Dedicated helpdesk located within the

administrator support team (12000+

connections).

Account manager 3

Service relationship manager 3

A field or desk based service

relationship manager in line with a

customers specific needs.

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FeatureWe will


Administrator support 3

A lead advisor will be appointed

within the main support team (3000+

connections).

Flexible handset and services

procurement3

Interface with catalogue ordering and procurement

systems can be accommodated. Set up charges may

apply.

Onsite personnel 7£42,000 per annum, per individual. Minimum of two

individuals required.

O2 Microsites 7Available for customers with 3000+

connections.

Technical support 3

Professional services

consultancy7 Consultancy starts from £1500 per man day.

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FeatureWe will


Managed e-mail services 7

Solutions are designed in line with customers specific

needs. Indicative charges are as follows:

Annual support per BES server £5000

Support per device, per month £25

Training per man day £1000

Network account

management3

Service reviews 3

Provision of “boot stock” for

self management3

Hardware fund set up and

maintenance3

Next day deliveries 3

Consolidated airtime, rental

and hardware invoices3

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FeatureWe will


Flexible invoice and bill

presentation media: Paper,

PDF, JPEG

3

General account summary

statement3

Call itemisation via self serve

tools 3

End user invoicing and

payment management7

£3500 set up and annual maintenance charge plus

£0.75 p/connection p/month.

Web based bill reporting

tools for administrators and

end users

3

Training for bill reporting

tools3

Additional on site training support can be provided at

a cost of £950 p/man day.

30 day payment terms 3

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FeatureWe will


Monthly billing 3

If something other than monthly billing is required

a service architect will discuss requirements and

determine specific cost implications.

Wireless Expense Manager: a

fully managed bill service 7

Charges from: General set up £2000, user access set up

£750 per month, 50p per connection per month.

Mobile Universe: covering

all aspects of mobile

management

7Charges from: Set up £2000, plus £1500 wholesale

charge per month.

Standardised housekeeping

reports3

Bespoke reporting can be provided, indicative charges

for report types:

Set up Run charge

Large/complex £1800 £1250

Medium/technical £950 £500

Small/simple £500 £250

Personal use reporting

snapshot7 Available at a cost of £1750 per report.

10 | ø Prism


2. Detail behind the featuresImplementation management

As this is your first experience of O2 we put our best people on

the job to make your move to us pain free. For customers with less

than150 migrating connections an office based implementation

specialist will be appointed. For customers with 150 connections or

more a field based customer project manager will be appointed.

Customer profile build

It is very important that we know your specific requirements for the

ongoing management of your accounts: key contacts, where deliveries

are to be sent, who can order, what can be ordered etc. Your project

manager will work with you to complete this profile.

Mobile estate audit

In order to successfully migrate your mobile estate it is crucial to have

a current, accurate database of all devices. We know that not all

customers have this so we can offer a service to do it for you. Using

web and telephone data collection methods we can capture and fully

validate details for all of your mobile users. This service costs £2000

set up fee plus £1.50 per connection. Validation of current active

connections and mobile estate can be repeated anytime at the same

cost.

O2 Welcome

In preparation for the day of migration we will provide you and your

end users with all the information you need to make the move to O2.

For customers with 500+ mobile users we can organise a Welcome

day event at a main site, where a customer project manager can carry

out welcome workshops: General advice, phone book copying, basic

training etc. Additional project management resource, or additional

Welcome days (typically at multiple sites) can be provided at £950 per

man day.

24/7 helpdesk for end users

Your mobile users will be supported by our end user support team

from day one of them being on the O2 network. All of our customer

facing support teams are based in UK contact centres providing 24/7

end user query cover for all. Customers with 12000+ connections

may have an end user support team located within their dedicated

helpdesk team.

Account management

All of our customers are given an account manager to generally

manage their whole experience and in particular look after the

commercial side of things. Every member of our account team has to

pass an accreditation process run by the O2 Academy. This ensures

that they deliver to best practice standards thereby ensuring that our

11 | ø Prism

customers get the best advice regarding their mobility solution. It is

the application of these high professional standards that has helped

us repeatedly win in the National Sales Awards competition.

Service relationship management

In addition to your Account Manager and service team, you could

benefit from a service relationship manager (SRM) to ensure

your service solutions are always up to date with your changing

requirements. Depending on your needs, your SRM can be either field

or desk based.

Administrator support

Your administrators will be provided with their own O2 contacts,

available via phone or e-mail, for all their day to day service needs.

Customers with 3000+ connections will be provided with a named

team to support their mobile administrator(s) and a lead advocate

who will have the primary responsibility for the account. The

administrator and team operate within the hours of 8am to 6pm.

Flexible handset and services procurement

Your customer profile (set up at implementation) will define how and

what each of your employees can order. Orders can be made through

your help desk or if you would prefer, via your in-house procurement

systems. Due to the differences in procurement systems our Service

Architects will work with you to decide the best route to provide

device catalogues.

Onsite personnel

Our dedicated corporate contact centre deals very effectively with all

nature and volume of customer support queries, however we know

that some customers prefer to have O2 service expertise located at

their own key sites. This service can be provided at a cost of £42,000

(p/annum per onsite resource) Due to continuity reasons, leave,

training, sickness and Health and Safety principles, a minimum of two

onsite personnel will be recruited. This form of onsite support is best

suited to organisations with very large numbers of mobile users.

Microsites

For customers with 3000+ connections, we will provide a microsite

to give your employees a single point of information on O2 products

and services, as well as bespoke information such as your own mobile

usage policy. Microsites are co-branded and can sit on the internet

with password security, or on your intranet within your firewall.

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Technical support

Both mobile users and administrators will benefit from first and

second line technical support. Advanced technical/data support for

bespoke application users and high volume BlackBerry®/PDA/Datacard

users is available at no additional charge.

Professional services consultancy

The sophistication of mobile technology and applications is now at

level where it can be helpful to get some expert advice to design,

build, and implement solutions. To help you with this we have a

team of highly skilled experts happy to discuss your requirements and

provide you with a solution proposal and associated costs.

Managed e-mail services

A bespoke end to end solution for e-mail management. See Section

3 - Managed Services.

Network account management

Good service amounts to nothing unless you can make calls and

transfer data when you want to. O2 is dedicated to making sure

that our network functions as it should; so, if you have a problem or

question with regard to coverage your helpdesk will get the matter

reported and resolved.

Where appropriate, one of our network relationship managers will

work with you and the account team to investigate at the relevant

location and talk to you about solution options. O2 is the only UK

operator to make available a network monitoring tool showing the

exact performance of your users on the network (500+ Connections).

Service reviews

Whilst we will have numerous specialist areas of our business

supporting you throughout the life of your contract we would like to

invite you to view your team in operation at our dedicated corporate

contact centre in Leeds. Your account manager will regularly invite

you to come and visit, put faces to names, review current performance

and discuss how you see mobility best fitting with your core business.

Provision of boot stock for self management

Mobile devices get broken and lost in a busy operation and whilst

we can quickly despatch replacements we recognise that some

customers prefer to have a contingency on site. Our best practice

recommendation is to supply an administrator within your business

with a small stock of your preferred handsets for you to manage the

internal allocation as and when you want.

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Hardware fund set up and maintenance

If you like to have a hardware fund and have stock gradually called

off as and when it’s needed, we recommend setting up a credit

spreadsheet bill to be debited as and when stock is ordered. Your

helpdesk team will then be able to provide a quick and accurate

snapshot of fund usage when required.

Next day deliveries

If you need a handset, you generally need it quickly. So we offer a

next working day delivery service. For most areas of delivery within

the UK, orders received by e-mail before 12noon (and emergency

orders via telephone before 5pm) will be delivered the next working

day. If more urgent deliveries are required then courier deliveries can

be provided at cost. Next day delivery assumes use of our preferred

carrier DHL. Next day delivery is not guaranteed for the Highlands and

Islands, Northern Ireland or export.

Consolidated airtime and hardware invoices

Provided in a consolidated format and despatched to a centralised

location, these invoices can be provided in paper or via a spreadsheet

bill which has more media options associated with it. Where a

spreadsheet bill is chosen it can be further split down by principal cost

centres (up to five provided free of charge).

Flexible invoice and bill presentation media

If you chose to have your invoicing delivered via our spreadsheet

billing option, this will normally be presented in either an Excel, CSV

or text format. In addition we can supply the payable invoice element

in paper, JPEG or PDF format. These can be despatched using various

media such as e-mail, paper, CD or by using File Transfer Protocol

(FTP).

General account summary statement for high level view

This is a standard feature which is a summary of invoices or total

spend of your connections which is set up to reflect your account

structure.

Call itemisation via self serve tools

Our best practice recommendation would be to use Bill Manager

or Bill Analyser for on-line itemisation (including the ability to tag

personal vs business calls).

14 | ø Prism

End user invoicing and payment management

Most companies have moved away from the individual paper

invoicing route due to both environmental issues and the increased

administration it can create. However, if there is a requirement to go

down the individually paper billed route then this can be provided as

an optional extra for annual fee of £3500 plus £0.75 per connection

per billed month.

Web based bill reporting tools for administrators and end

users

Bill Manager for administrators and Bill Analyser for mobile end users.

Best suited for administrator level access, Bill Manager provides a

comprehensive solution to most usage reporting requirements.

General usage summary•

Average spend calculation•

Number and duration of calls•

Call type summary•

Tagged/untagged call summary•

Average spend per user•

Highest spend•

Text message usage.•

Bill Analyser is a great complement to Bill Manager as it is intended

for end users providing them with the similar functionality and report

types to Bill Manager but tailored to enable them to manage both

business and personal mobile use in one place. It will allow your end

users to output tagged calls to a printable pdf for expense claims or

allocating project costs.

Training for bill report management

Both Bill Manager and Bill Analyser are very intuitive to learn but

we offer full customer training options based on computer based

packages and interactive webinars. Onsite training can be provided at

a charge of £950 per man day.

30 day payment terms

Our normal payment terms are 0-30 days. If different payment terms

are required, a service architect will assess the specific requirements

and the additional charges that will apply.

Monthly billing

Our normal billing runs are based on a monthly cycle. If a different

approach is required such as quarterly billing a service architect will

assess the specific requirements and the additional charges that will

apply.

15 | ø Prism

Wireless Expense Manager

A fully managed bill service to reduce administration. See Section 3 -

Managed Services.

Mobile Universe

A fully managed service covering all aspects of mobile management.

See Section 3 - Managed Services.

Standardised housekeeping reports

To enable you do some housekeeping on your mobile estate we can

produce the following reports on request and free of charge.

Services activated•

Base summary•

IMEI, Data, Fax, APN details•

Cellular holding•

Usage limits•

Activated bars•

GPRS usage/overage•

Ordered hardware•

Billed/unbilled calls•

Termination charge estimation.•

The number of requests is subject to a fair usage limit.

If you have specific requirements bespoke reports can usually be built

to accommodate these, subject to usual system constraints. Depending

on the size and sophistication of the report different levels of charges

will apply:

Set up Run charge

Large/complex £1800 £1250

Medium/technical £950 £500

Small/simple £500 £250

The above categories and charges are indicative, a service architect

will work with you to help you define your exact needs.

Personal use reporting snapshot

From time to time you may wish to have a snapshot of your entire

account, for example to help assess VAT liabilities around personal

calls. We can arrange this for you at a cost of £1750 per report run.

16 | ø Prism


3. Managed servicesBilling and reporting

O2 Guardian is a comprehensive managed solution using specialist

billing and asset management tools to care of your mobile estate

administration.

O2 Guardian is made up of three components:

Audit Manager - An interactive web-based application that 1.

enables the customer to establish or validate a mobile estate

database.

Wireless Expense Manager (WEM) – a client specific web-based 2.

application that enables the customer to view and manage

wireless spend. It has been specifically designed to offer

alternative ways to deal with personal call declaration and

payments, client call identification and code allocation and to

provide reporting that is specific to customer needs.

Mobile Universe - a comprehensive outsourced wireless 3.

management service, covering all aspects of day-to-day

management:

User helpdesk•

Procurement•

Car kits and installation•

Database management•

Faulty handset management•

Asset register and management.•

It is complemented with the addition of the Wireless Expense

Manager to enable full control and visibility.

Prices from:

Audit ManagerWireless Expense

ManagerMobile Universe

Set up £1500, £2 per

connection

General set up

£2000, user access set

up £750 per month,

50p per connection

per month

Set up £2000, plus

£1500 wholesale

charge per month

17 | ø Prism

Managed E-mail services

Managed Services for E-mail is a cost-effective way to manage a fleet

of mobile data devices without the in-house effort. The service can

reduce the cost and difficulty of managing BlackBerry and Good

Mobile™ devices by providing an end-to-end solution encompassing

provisioning, administration, technical support and professional

services. It enables you to predict and manage the costs of supporting

e-mail on the move more accurately, and reduce the complexity

associated with ad-hoc purchasing. In particular it focuses upon:

Managed provisioning• – Initial deployment and ongoing user

changes

In life Solution Management• – Ongoing support and maintenance.

Resolution of technical issues, server support, performance upgrade

advice

Asset Management• – Solutions to help manage your mobile estate

Choice of technical support• – Tiered levels of service including 24/7

Range of Professional Services• – Support on resilience, disaster

recovery, complex project management, trial management,

upgrades, design and consultancy

Performance Reporting• – Information to ensure that you are

getting maximum benefit from your investment

Specialised services• – Technical account management and device

accelerator programmes.

Further, you will have access to an experienced team of consultants

providing guidance, advice and support in choosing the right level

of managed service for you. As each customer’s needs are slightly

different, our team of consultants will work through the detail with

you. As an indication, the following charges are typical:

Annual support per BES server: £5000

Support per device, per month: £25

Training per day: £1000

18 | ø Prism

Billing and reporting recommendations

The best way to meet your needs

Through years of experience in the corporate mobile market we’ve developed a straightforward but flexible approach to billing by providing

centralised billing with the ability to drill into detailed reporting using web based tools. Our range of options balances the need for detail, with

the need to reduce paper administration.

Customer scenario Treatment recommendation General points

What is O2s standard corporate 1.

offering for billing and

reporting?

Centralised consolidated paper invoice,

underpinned with web based interrogative

tools. Bill Manager (BM) for administrator

report management and Bill Analyser (BA)

for end user expense management.

This is a great approach for customers who believe

they need end user billing but actually need end user

reporting for individual expense management. BM/BA

facilitates easy call tagging to very effectively address

this requirement.

We have numerous cost centres 2.

within our business each would

require its own bill.

Experience has shown that our standard

treatment based on a centralised invoice

and BM/BA reporting will achieve most

customer cost centre split requirements. In

addition, if our spreadsheet billing option

is chosen, we can split billing down by cost

centres on behalf of the customer and

without extra charge providing the number

of separate spreadsheet invoices does not

exceed five.

19 | ø Prism


I need to be able to understand 3.

my mobile costs in detail, I need

good levels of reporting.

BM for administrators and BA for end users

are extremely flexible and offer excellent

levels of interrogative capability.

Users can tag calls and create bespoke report

combinations in addition to the many standard reports

that exist such as:

General usage summary•

Average spend calculation•

Number and duration of calls•

Call type summary•

Tagged/untagged call summary•

Average spend per user•

Highest spend•

Text message usage.•

Employees must be able to 4.

manage business and personal

calls for expense reasons.

Bill Analyser allows call tagging for expense

management.

If employees do not have ready access to internet

facilities, administrators with appropriate permissions

could act on their behalf. Alternatively, these reports

can be securely accessed via any internet connection

including a shared or home PC.

20 | ø Prism


The way our organisation works 5.

means that we must have a good

number of our end users sent

separate paper bills.

If this is an imperative it can be supported

although additional charges will apply.

If there is an requirement to go down the individually

paper billed route then this can be provided as an

optional extra for annual fee of £3500 plus £0.75 per

connection per billed month which will be built into

the customers tariff.

We need a catalogue extract to 6.

push into our host systems for

cost centre procurement.

Files can be supplied containing raw data to

act as a feed to the host systems.

The expertise of a service architect would need to be

engaged; additional charges may apply.

We need a fully managed invoice 7.

and asset management service.

Wireless Expense Manager & Mobile

Universe.

These products address a very broad spectrum

of managed service requirements for billing and

reporting.

21 | ø Prism

We build our business around what you think

Putting the customer at the centre of what we do

– The Customer Satisfaction Index (CSI)

Every year corporate customers from all mobile networks are surveyed

for the independent Customer Satisfaction Index (CSI) survey. They

give their views on a range of issues including value for money and

customer service.

In 2007, O2 came first in the CSI results, beating every other UK

mobile network. That’s because we’ve improved every year by putting

customer satisfaction at the centre of what we do. When things are

not quite right we proactively address them, changing processes and

behaviours as necessary.

You’ll find much more information about CSI here.: http://www.o2.co.

uk/business/corporate/whychooseo2/customersatisfaction

Feedback from customers and non-customers alike is key to improving

our performance, so if you have any views about O2 or any other

network, we’d love to hear them.

E-mail us at [email protected] to tell us what you think.

And thanks for helping us to improve our service.

22 | ø Prism

O2 Prism – the small print

The services outlined are summary of key deliverables a customer •

can expect rather than a total representation of every service

function.

Certain services refer to a minimum number of connections •

however some customers may want to upgrade to this level of

experience. If a specific or indicative charge is not stated, we

are happy to discuss how best to achieve this and any additional

charges that may apply.

The billing and reporting treatment scenarios are an example of •

the kind of requirements a customer might have. The solutions

articulated infer that there is one customer point of contact;

however, any of them can be adjusted to take account of central

reporting based around multiple cost centre administrators,

without changing the fundamentals of the approach.

All charges shown are exclusive of VAT.•

Service architects are unique to O2, they are a small team of •

service design experts who can liaise with a customer to discuss

very specific requirements and work with them to design the best

solution for them.

The RIM and BlackBerry family of related marks, images and •

symbols are registered and/or unregistered trade marks of Research

In Motion Limited – used by permission.

Registered office: O2 (UK) Limited, 260 Bath Road, Slough, •

Berkshire, SL1 4DX. Registered in England No. 1743099.

Registered office: Telefónica UK Limited, 260 Bath Road, Slough,

Berkshire, SL1 4DX. Registered in England No. 1743099.

23 | ø Prism

24 | ø Prism

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