going digital in a hurry
TRANSCRIPT
MATRIXX Software
Going Digital in a hurry A fast-track alternative to traditional BSS transformation
Oisin O’Connor, Director Product MarketingColin Caskey, Sales Engineering Manager EMEA
ETIS – Billing & Revenue Management Working Group Edinburgh 22 Apr 2016
Source: WDS, A Xerox Company, www.wds.co/nps26, 2015 and Temkin Group, 2014
Telcos are not
providing the digital
experience their
customers expect
NPS
+50 NPS+5 NPSTELCO
Market Context
Giving consumers what they want,
whenever they want it.
Uber etc. are winning
Instant gratification
True on-demand service
Self-direction
App delivers full control
Personalization
Your ride, your music
“If you don’t
accelerate the pace of
digital, someone else
will do it for you”
Chairman PLDT, Philippines
Legacy Technology Can’t Deliver Desired Consumer Experience
5
• Cumbersome, static mobile apps
• Usage data delayed by hours/days
• Silo’d customer experience across assisted and unassisted channels
For consumers:
For service providers:
• Slow time to market with new offers
• Limited upsell/cross-sell opportunity
• High-cost contact center service model
• 12+ month implementation projects
• H/W intensive systems, high TCO
“Outdated IT systems are often the biggest Achilles’ heel for established companies seeking to compete successfully against upstarts.” McKinsey & Company,
Digital Commerce & Cloud Changes the Game
6
• Intuitive, dynamic mobile apps
• Real-time visibility to usage
• Complete control over experience
• Tailored offers & promotions
• Consistent experience across all channels & devices
For consumers:
For service providers:
• Launch new offers in hours
• Dynamic mobile retailing
• Increased consumer self-service dramatically reduces cost to serve
• Go live in 3 months
• Cloud-based, low TCO
Introducing Go DigitalTM
MATRIXX Digital Commerce, Salesforce and Vlocity Industry Cloud Apps
• Scope & Target Profile: New mobile brands, MVNO entrants
• Services: Voice, data, messaging & content
• Segment Focus: B2C, Pay Now
• Unique Value:
– Real-time, transparent, puts customer in control
– Effortless digital, omni-channel experience
– Reduces cost to serve by enabling service through lower-cost mobile and web channels
– Enables personalized, digital commerce based on customer profile and usage data
– Go-live in 3 months
• Technology: Hybrid-cloud solution based on TM-Forum standard data model and Salesforce multi-tenant cloud platform
Go DigitalTM
Network Systems
Contact Center
Digital Commerce
7
WebMobile Social Retail Partners
Go DigitalTM Transforms the Customer Experience
2New
Payment
MethodsPay Now
3Seamless
Omni-Channel
Experience
4Customer
Control &
Personalization
5Tailored
Offers &
Promotions1
Easy
Signup
8
Go DigitalTM
Network Systems
Contact Center
Digital Commerce
Platform
WebMobile Social Retail Partners
Product Demonstration
9
Go Digital™: more solution collateral
©2015 MATRIXX Software 11
eBook (register and download)
4/20/2016
Full Analyst Note (register and download)
The 451 Take
“…That's why Go Digital is so important
to MATRIXX. The vendor has long been
able to handle the massive real-time
transaction processing that characterizes
digital commerce. But now those backend
capabilities are more seamlessly
integrated with product catalog and CRM
functions required to deliver a full
service.”