Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012
Mar 30, 2015
Reliable Convergent Charging Platform for Quad-Play Services
Success Story
Zadar, September 2012
© 2012 Altima LLC. All rights reserved.
Agenda
Introduction
Altima – Company Overview
IPKO facts & figures
History of SAP presence in IPKO’s business environment
Solution Overview – SAP Consume-to-Cash
Process Bundles supported by Convergent Charging platform
Lessons Learned
Future plans
2
© 2012 Altima LLC. All rights reserved. 3
Altima – Company Overview
© 2012 Altima LLC. All rights reserved.
Service PortfolioOSS/BSS
SAP Consume-To-Cash
Billing (mediation, rating, charging, invoicing, collection)
CRM, provisioning, order management, integration with ERP
Real-time charging, refill, voucher management
Interconnection billing and settlements
Consulting
Business consulting, education and training for technical and back-office staff
Product development – telecom residential and business quad play services
Project Management Services
Software Development
4
CUSTOMERis focused on business vision, goals and core competencies.
ALTIMAis focused on design, implementation and advanced IT services management that support customer’s business model.
Doing the right things right!
© 2012 Altima LLC. All rights reserved.
Our growth and locations
5 offices
8 companies
83 employees
113 customersin 31 countries
5
Zagreb
Istanbul
TiranaPrishtina
Sarajevo
88
© 2012 Altima LLC. All rights reserved.
Our portfolio effectively supports our customer’s business model
6
Financial sector
Energy and gas
Telco
Transportation
© 2012 Altima LLC. All rights reserved. 7
IPKO – Facts & Figures
© 2012 Altima LLC. All rights reserved.
IPKO facts & figures
Established in 1999, as Kosovo’s first Internet provider
2007 IPKO was acquired by Telekom Slovenije group and started it’s mobile services operations
IPKO currently offers a full portfolio of services (Fix Voice, Internet, Cable DTV and Mobile telephony services)
99.7 % Mobile Network Coverage (2.5G EDGE)
2-nd largest mobile operator in Kosovo (35 % of the market share)
Leader in Internet and DTV services
Leader in providing bundled services
8
© 2012 Altima LLC. All rights reserved.
IPKO’s Market Base Overview
9
Mobile
pre
-paid
to-
tal base
Mobile
post
-paid
to
tal base
Inte
rnet
Fix
Tel
DTV
1 2 3 4 5
333,613
9,096 49,595 3,871
50,331
Number of active subscribers
*Data collected in June 2011
75%
2%
11%
1% 11%
Subscriber type distribution
Mobile pre-paid total base Mobile post-paid total baseInternetFix Tel DTV
ServiceInternet/DTV
Residential Mobile
Business Mobile
No. of Invoices
1384 673 1180
© 2012 Altima LLC. All rights reserved.
History of SAP presence in IPKO’s business environmentHighDeal Transactive 4.1 architecture
Billing, Rating and Prepaid Db-s
Rater, Guider, Updater
BART module for post processing
HA instances
Bulk operations
Invoice generation
10
SAP ERP solution
ERP Financials - streamlining and automating financial operations
ERP Human Capital Management – effective management of people with support to recruiting, onboarding and administration
XmlApi
JavaApi
Billing DB 2
RaterBACKUP 1
BACKUP of (RaterBACKUP 1 )
Guider 250%
Rater 2Active
PrepaidDB
Updater
BillingDB
Guider 150%
Rater 1Active
BillingAssistant
Bulk Loader
Transactive bus
Rating 2 DB
Rating 1 DB
PostpaidCharger 2
PostpaidCharger 1
Diameter 1 Diameter 2
XMLAPI
JavaAPI
Admin +
Radius 1 Radius 2BART
HTTP web serverclient
© 2012 Altima LLC. All rights reserved.
Business Challenges
© 2012 Altima LLC. All rights reserved.
© 2012 Altima LLC. All rights reserved.
Several business challenges were identified
Successfully launch and commercialize convergent quad services
Establish adequate support systems in the means of efficient billing and rating management
Effectively monitor, support and manage customer relations
Accelerate time-to-market for new, innovative services
Streamline charging and billing process
Reduce operational costs
Lower TCO thus having highly – available platform
12
© 2012 Altima LLC. All rights reserved.
Solution Overview
© 2012 Altima LLC. All rights reserved.
© 2012 Altima LLC. All rights reserved.
SAP enables a paradigm shift in the area of go-to-market for Telcos
14
Invoice/
Payment
Pricing, RatingCharging
Pricing Modelling
MarketingAnalytics
Charged /Billable Items
Consump-tion Events
Billed /Open Items
Revenue Performance by
Customer Segment and
Offer/Plan A/R, A/P, &Customer andPartner Financial Care
Simulation/ What ifscenarios
ConsumeSupply
Collect/
Pay
Analyze
Control
Fore
cast
Revise/tune
Real time visibility with SAP’s in-memorycapabilities
Fast insight to action throughout the SAP Billing process
© 2012 Altima LLC. All rights reserved. 15
ERP/Service Ful.
ERP/Service Ful.
CRMCRM
Order Distribution Infra-structure
Order Monitoring
Campaign Management
Product Management
Product Catalog
Sales and Change Order Capture
Contact and Account Management
Sales and Distribution
Logistics Technical
Activation
Customer Financials Management
Customer Financials Management
Price & Rate
Price & Simulate
Account Balance Management
Revenue Management
Online Bill Presentment
Convergent Invoicing
Financial Customer Care
Dispute Management
Convergent
Invoicing
Convergent
Charging Credit
Management
Collections Management
Offer Management
Order Processing
and Monitoring
Order Capturin
g
Fulfillment
SAP Offer-to-Cash
Receivables
Mngmt. and Payment Handling
Convergent
Invoicing
FinancialCustomer Care andDispute Mngmt.
Convergent Charging
Creditand
Collections Mngmt.
SAP Offer-to-Fulfill SAP Consume-to-Cash
Solution Overview- Based on SAP Offer-to-Cash
IPKO projectSAP CC module was the only available at the time of the project (2009)
© 2012 Altima LLC. All rights reserved.
Project Scope
© 2012 Altima LLC. All rights reserved.
© 2012 Altima LLC. All rights reserved.
Converged Billing Project in IPKO
The 1st SAP CC implementation after Highdeal acquisition
Implementing technology is just one piece of the puzzle
SAP O2C or C2C projects are transforming organization therefore IPKO underwent major infrastructural and organizational changes
17
Segments affected
Activities performed
Time Frame
Technology Implementation and migration
15 months
Organization
Processes
Merger of functions and departmentsBusiness Processes reingeneering
18 months (throughout whole project)
People Post-project On-the Job Training sessions
6 months
© 2012 Altima LLC. All rights reserved.
Effective planning and execution
18
Convergent Billing project final solution diagram (April, 2010)1st draft of Convergent Billing Project scope analysis (March, 2008)
© 2012 Altima LLC. All rights reserved.
Process bundles supported by SAP CC platform
© 2012 Altima LLC. All rights reserved.
© 2012 Altima LLC. All rights reserved.
Convergent Fixed&Mobile Service Catalogue
2020
FIX
CONVERGENTGSM
GSM
Single Catalogue for fixed & mobile convergence
Single Service Provider
Separate Catalogue for MVNO owned by 3-rd party
Catalogue consists of Offers
Offers represent a package of products & services
Offers contain price plans for individual services (VoIP, broadband, cable TV, GSM...)
Marketable products (tariffs/bundles) are created on existing CRM system and mapped to CC objects by parametrizing offers
© 2012 Altima LLC. All rights reserved.
GSM Voice
21
IPKO GSM offers contain price plans for several services:
GSM Telephony
SMS
MMS
Data
Value-added Services
Price plan for voice contains rating logic for several ways how the voice service is used or customized, i.e.:
MO/MT voice call price plans
Self care logic (activating/deactivating) tariff plan options in real-time via SMS/USSD
Logic for granting bonuses
Logic for counter reset
© 2012 Altima LLC. All rights reserved.
Mobile Originated (MO) Voice price plan
2222
1st call/welcome logicA side location – Roaming or HPLMN?
B number normalizationIs B among Friends&Family numbers?
Are A and B in the same community?B number zoning determination
Rating context (price/free usage, rounding,profiles, bonuses ...)
If free counters apply, call is free
Charge the correct price based on time period...
© 2012 Altima LLC. All rights reserved.
GSM Voice pricing/rating logic
23
Most of the pricing/rating logic is kept in translation tables through which new products (tariff plans) are defined
Weekday Peak Price
Weekend Price
Weekday Off-Peak Call
Setup Price
Regular On-net price
Call Center Price
Example – price per minute table:
© 2012 Altima LLC. All rights reserved.© 2012 Altima LLC. All rights reserved.
Lessons Learned
© 2012 Altima LLC. All rights reserved. 25
Some DO’s and DON’T’s Split a huge project in
Phases or Work Packages
Document SMART goals in project scope, review them in change management process
Get support from key stakeholders and commitment from all team members
Empower project team members to make decisions
Make “Lessons Learned” workshops after each phase
Party a lot(night shifts are great opportunity for that)
Accept unrealistic schedule forced “from above”
Accept split responsibility for solution components
Neglect risks
Underestimate the organizational impact of a transformation project
© 2012 Altima LLC. All rights reserved.
Goals that were met
26
# Goals achieved
1 Single CRM system for all retail services, business and residential
2 Single provisioning system for network elements required for residential
services
3 Flexible rating for current and future services for consumer and business market
4 High availability and redundant rating and billing system and storage
5 Integration of CRM and provisioning with the GUI used by contact center agents
6 Integration with Finance System
7 Reduce risk of OSS/BSS components
© 2012 Altima LLC. All rights reserved.
Regained control over product development
Extremely short time-to-market:
Pricing tables 1 day
New charging logic / new provisioning etc. 3-5 days
The most complex convergent products 5-10 days
Ease of creation new products (1 year after GO LIVE):
2 convergent-type products
5 business-type products
10 upgrades of the existing mobile products
~10 new mobile tariffs
~30 new fixed tariffs
~50 new product packages
Bottom line: great financial results of the company27
© 2012 Altima LLC. All rights reserved.
Future Plans
© 2012 Altima LLC. All rights reserved.
© 2012 Altima LLC. All rights reserved. 29
ERP/Service Ful.
ERP/Service Ful.
CRMCRM
Order Distribution Infra-structure
Order Monitoring
Campaign Management
Product Management
Product Catalog
Sales and Change Order Capture
Contact and Account Management
Sales and Distribution
Logistics Technical
Activation
Customer Financials Management
Customer Financials Management
Price & Rate
Price & Simulate
Account Balance Management
Revenue Management
Online Bill Presentment
Convergent Invoicing
Financial Customer Care
Dispute Management
Convergent
Invoicing
Convergent
Charging Credit
Management
Collections Management
Offer Management
Order Processing
and Monitoring
Order Capturin
g
Fulfillment
SAP Offer-to-Cash
Receivables
Mngmt. and Payment Handling
Convergent
Invoicing
FinancialCustomer Care andDispute Mngmt.
Convergent Charging
Creditand
Collections Mngmt.
SAP Offer-to-Fulfill SAP Consume-to-Cash
Enabling effective support to Offer-to-Cash process
IPKO project Extending SAP CC module with CI
and CFM Transition to SAP CRM
© 2012 Altima LLC. All rights reserved.© 2012 Altima LLC. All rights reserved.
Thank You!
Jeton StudenicaProducts unit manager
Antonio PrišćanBusiness Development Director
M +385 99 6596 612T +385 1 6596 [email protected]: apriscanLinkedIn: http://hr.linkedin.com/in/apriscan