Social Enterprise Accelerating Communications Service Provider Profitability and Growth

/salesforce

@dbilimoria64

In/dave-bilimoria

Safe Harbor

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Who Remembers This?

September 2005

Social Revolution: Social Eats the Web

2007 2008 2009 2010 2011

Social Network Usage Rest of the Web Usage

8 hours per month on social media

Source: Comscore, “Top 10 Need-to-Knows About Social Networking and Where It’s Headed” December 2011

Social Revolution: Social Networking Surpasses Email

Social Users Email Users

2007 2008 2009 2010 2011

1.9 billion social users

Source: Comscore, June 2011

2013E

2007 2008 2009 2010 2011 2012E

2006

1.8 billion mobile devices by 2014

2014E

Tablets Smartphones Laptops Desktop

Social Revolution: Next Generation Devices Changing How We Access the Web

Source: Gartner Research, Smartphone, Tablet, and PC Forecast, December 2011

Social Revolution: Products Now Connected to Social Networks

Source: IDC Predictions 2012: Competing for 2020, Dec. 2011

3.5 Billion Networked Products

1.8 Billion Networked Computers

Total of 5.3 Billion Connected Devices 2014

Source: IDC Predictions: 2012 competing for 2020. December 2011

Bandwidth & Services

Time

Revenue

Telecoms are heading for a massive crunch

What are the Strategies?

Delight Your Employees and Customers in a Whole New Way

Employee Social Network

Customer Social Network

Social Profile Market Collaborate

Work

Extend Sell

Service

Demonstration Ben Metcalfe Architect, Communications Industry

Social Revolution: High Return for Social Enterprise

Social Enterprise Benefits

Source: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” December 2010

Grant Bouch IT Director

The eunetworks journey Presented by: Grant Bouch

Date: May 2012

© 2011 euNetworks . All Rights Reserved.

Company Overview

•  euNetworks is a European based bandwidth infrastructure provider (SGX: H23:SI).

•  15 fibre based metro networks across Europe, with 13 operational.

•  High capacity intercity backbone covering 37 cities in 9 countries.

•  Capable of provisioning up to 15,000 fibres.

•  Offering a portfolio of metro and long haul Ethernet and Internet Protocol services.

15

© 2011 euNetworks . All Rights Reserved.

Objectives from the business

16

Friction Free Collaborative

Acquisitions Future-Proof Platform

© 2011 euNetworks . All Rights Reserved.

What does that mean ?

17

Marketing Sales Delivery Billing Customer Service Finance

•  One source of information to update / report from

•  Globally supported application

•  Easy to access anywhere

•  Support the business

process end to end

Customers

Partners

Vendors

© 2011 euNetworks . All Rights Reserved.

Architecture - 2012

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GIS

Portals – Customer & Partner

Inventory - NIM

Telephony

Sales

Network Systems

Navision Finance

Marketing - Leads CSD

Billing

Contract Mgt

Server Farm

Customer Service

LNC Portal

Other – euN

SAP TG/LNC

Actively Decommissioned

TG Portal Legacy Inventory

Ellis - Vendors

Remedy Tkt

System

Physical Servers

Email

Cloud Based

Teliris

Purchase Orders

Leased Lines

Force.com

© 2011 euNetworks . All Rights Reserved.

Next challenges

Constantly changing landscape but key next steps

•  Extending the NIM data model

•  Architecting and integrating to GIS

•  eSignature / Contract Management

•  Content management

• Data warehouse – accessing data on a broader basis

-  Better reporting across SF-navision-GIS

•  Be prepared for or to adapt / change as the business changes

19

© 2011 euNetworks . All Rights Reserved.

Overview of Benefits and Challenges

Benefits

•  Rapid development meets business needs

•  Easy access to key data – broader business usage of dashboards and reporting

•  Fast results – e.g. integrated two companies in 6-9 months, built many applications

•  Less in house support and maintenance

•  Less diversity of skill sets required (in house)

20

Challenges

•  Building out new functionality whilst acquiring / integrating other companies

•  Limitations on platform

•  Resources who really know platform

•  Some things are not suited to platform

•  GIS

•  Licensing to support our diverse user set across the business (the whole business are effectively users)

Steve Mannel Global Industry Executive Media & Communications

State of the Industry Two Different Perspectives

Operators want to differentiate with …

Customers expect …

… tailored products, services and

devices on great networks

… personalized and timely care at every

interaction

Industry built for (hyper) growth, but operating in a new reality (PwC)

Post-pay and pre-pay bifurcation Doesn’t everyone have 4G? It’s all about the smartphone … and marketplace for me Smartphone data usage and network requirements growing faster than revenues Don’t market a mobile broadband lifestyle that’s capped Loyalty averaging 48 months, trending down How to differentiate beyond network, devices, plans and apps?

Source: PwC, “No wires attached. Changes and trends in the North American wireless industry” March 2012

Industry built for (hyper) growth, but operating in a new reality (ACN)

Mobile device proliferation Increased customer sophistication Network commoditization New class of competitor Billing systems preventing agility Accenture recommends a billing transformation … ??

Source: Acceture, “How Communications ServiceProviders Can Transform Telecom Billing Operations to Support aNew Convergent, Digital Business” March 2012

But the social revolution has created a social divide.

The Social Divide – Customers and Companies

What about your company?

Your customers and employees are social.

The Social Enterprise Delivered

Verizon Think Forward

“The Social Enterprise … We are completely aligned.” Bob Toohey President, Verizon Business

VES Quick Facts: •  Implemented in 14 weeks •  Consolidated 6 sales systems into

one for first ever unified forecast •  Over 12k users in production •  Expecting over 80k Chatter+ users •  Over 2600 groups by March •  Accelerating “merge” of VzB, VzW

and Terremark

Rogers Loyal Customers Reserve the Hottest Devices

NRS Quick Facts: Implemented in 6 weeks Processed 22,000 orders in first 24 hours Processed 48,000 orders in first week Almost 1M page views on launch day Deflected +10Ks of calls to contact center

7 Day Business Case: 48,000 orders * $55 ARPU * 12 Months = $31,680,00 Before competition had inventory available

PANEL

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