Business Support System (BSS)Business Cases

2

• Reply has been working in the Telecommunication market in Europe for 10years

• Solutions and use cases cover all strategic and core aspects of a TelcoOperator

• Live Reply can offer specific skills and a highly experienced and renownedteam of experts in key Telco areas

• From Program Management to strategic consulting, through toimplementation and governance of the delivery, Reply can support Telco &Media operators and supply trusted and experienced advisors to fulfill theirneeds and solve their problems.

Overview

3

• Our Client undertakes major efforts in the field of eCommerce

• Ongoing eCommerce release deployments, integration with new back-end systems and introduction of new eCommerce concepts demand careful technical and business integration

eCommerce Business Analysis and Architecture

• As part of the whole team Reply provides strong expertise in Ordering architectures and business analysis

• eTOM analysis is used to identify affected systems, integration points and to ensure completeness of the technical and business integration

• Architectural expertise is brought to projects ensuring a viable solution design for the integration of eCommerceand Ordering systems

• Large scale programs for the implementation and deployment of new eCommerce and Ordering systems are running in parallel and independently

• High interdependency of programs in technically complex fields

• Design of processes and solution architecture is key to success

Key Facts

Solution

Challenge

4

• Our Client is using a proprietary ER rating system to a large extent

• Multiple different subscription packages with different content, prolongation periods, prices and credits

• Large database of customer and transactional data related to subscriptions

Subscription Analysis

• Together with a marketing team, Reply developed a utility to analyze the FULL customer and transaction ER data

• Evaluation and tracking of each subscription and user from introduction of the package and original ordering until today

• Data is summarized into easy to understand information and forecasts

• Evaluate the customer and transaction data to assess subscription performance and quality

• Forecast campaign success based on historical subscription data

• Provide meaningful marketing analysis data

Key Facts Challenge

Solution

5

• Our Client opens new business models with external partners

• Our Client’s capabilities and business is externalized through a centralized IT infrastructure with standardized interfaces to all OpCos

• Our Client will enter business relations with partners and customers

Mondrian Governance Model

• Together with our Client, Reply designed processes and aligned these with the D2 organization

• Processes are designed in a way that ensures compliancy with local demand while at the same time supporting the need for centralized offerings and short TTM

• External parties get direct or implicit access to our Client’s customer, tariff and product data

• Centralized offerings bear risk of local business cannibalization, violations of law and regulation, and missing local market demand

• Local governance or contribution must not prevent the intended and necessary fast TTM that gets enabled by the Mondrian concept

Key Facts Challenge

Solution

6

• Our Client undertakes major efforts in the field of eCommerce

• Ongoing eCommerce release deployments, integration with new back-end systems and introduction of new eCommerce concepts demand high levels of quality and create high test efforts

• Testing is split among various parties

Key Facts

eCommerce Testing

• Together with our Client’s team, Reply actively shapes the future test-organization and -processes for the eCommerce systems

• Reply provides highly experienced test managers and testers for the execution of operational tests

• Reply prepares the engagement of the Client into functional testing of eCommerce

• Functional tests and acceptance tests are executed by vendor

• Our Client “in house” testing teams are not yet developed to handle full testing

• Agile development processes don’t fit the organization and processes

Challenge

Solution

7

• Multiple Power-Stakeholders and conflicts of interests• Advanced Risk Profile (potential legal and commercial

implications)• Dynamic changes of Processes & Models with local

adaptation requirement• Challenging timelines to enable new Partners and Use Cases• Alignment of technical requirements and business needs• Creating a holistic view on required Governance-Scope

• Our Client is getting Telco 2.0 -and investing in Enablers

• Enablers are used by current services and new Business & Use Cases

• Reply is developing 1st OpCo Enabler Governance Model

• Invest in Enablers > xx m€ in Germany by 2010

Key Facts

Strategic Consulting - Enabler Governance

• Governance Model for Enablers

• Enabler Management

• Assess & Implement Uses Cases

• Risk Management & Control

• Organizational Development

• Development of Processes (ARIS) + Capability Model

• Further Development of Organization

Challenge

Solution

8

• All major BSS systems of the telco operator are affected• Local implementation in BSS must be flexible and generic

enough to support current and future propositions• Aggressive group-wide timelines• Strong local regulation of data protection where only data

related to a minor part of 35 Mio customers may be transmitted

• Strong local demand for mitigation of business risks related to Mondrian

• Our Client creates a centralized IT deeply integrated with OpCo BSS to support Web 2.0 and Telco 2.0

• Standardized generic APIs to all OpCos

• API implementation to support current and future Vodafone group-wide propositions

Key Facts

Program Management

• Reply established strong program management and design authority

• Clear decisions and definition of clear business and technical requirements for local BSS integration

• New flexible concepts and security mechanisms ensuring fast TTM, legal compliance and risk mitigation

• Phased approach with fast implementation on gateway migrating to full BSS in parallel

Challenge

Solution

9

• Validation, execution and tracing of POs, licenses and payments

• Contract management for consultancy, content and service provider contracts

• Alignment with Finance and Procurement for orders, payments and license fees

• Integration of data from various and diverse sources to provide ad-hoc and ongoing reports of content sales and performance of subscription packages over time

• Our Client’s Marketing Enabling team is responsible for

• content and consultancy POs, licenses and payments of local-German and Marketing Internet Department

• implementation, monitoring and tracing of content subscription packages

Key Facts

D2 Marketing Enabling Team Support

• Reply provides consultant with business background for financial and contractual topics

• Reply provides technical consultant with database background for data integration and development as well as execution of reporting functionality

Challenge

Solution

10

• Integrate people in the strategic shift process towards COTS products

• Identify maturity of the DTAG organization for change processes towards COTS products

• Create awareness for the needed change process in all DTAG organizations

• In our Client IT department more than 80 % of all IT applications are self developed or heavily customized products

• It aims to shift the status to 80 % Out-of-the-Box COTS products and only a very low degree of customization

Key Facts

COTS: governance and introduction

• Involve people in the strategic change process

• Perform WEB survey to find out the maturity and awareness of the organization for the required changes

• Identify strengths and weaknesses and biases

Challenge

Solution

IT CRM Capabilities Maturity

Basic (1) Intermediate (2) Advanced (3) Expert (4)

Thank you

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