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Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012
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Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

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Page 1: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

Reliable Convergent Charging Platform for Quad-Play Services

Success Story

Zadar, September 2012

Page 2: 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

Page 3: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved. 3

Altima – Company Overview

Page 4: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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!

Page 5: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 6: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.

Our portfolio effectively supports our customer’s business model

6

Financial sector

Energy and gas

Telco

Transportation

Page 7: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved. 7

IPKO – Facts & Figures

Page 8: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 9: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 10: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 11: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.

Business Challenges

© 2012 Altima LLC. All rights reserved.

Page 12: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 13: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.

Solution Overview

© 2012 Altima LLC. All rights reserved.

Page 14: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 15: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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)

Page 16: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.

Project Scope

© 2012 Altima LLC. All rights reserved.

Page 17: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 18: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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)

Page 19: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.

Process bundles supported by SAP CC platform

© 2012 Altima LLC. All rights reserved.

Page 20: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 21: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 22: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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...

Page 23: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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:

Page 24: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.© 2012 Altima LLC. All rights reserved.

Lessons Learned

Page 25: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 26: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 27: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 28: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.

Future Plans

© 2012 Altima LLC. All rights reserved.

Page 29: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 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

Page 30: Reliable Convergent Charging Platform for Quad-Play Services Success Story Zadar, September 2012.

© 2012 Altima LLC. All rights reserved.© 2012 Altima LLC. All rights reserved.

Thank You!

Jeton StudenicaProducts unit manager

[email protected]

Antonio PrišćanBusiness Development Director

 M +385 99 6596 612T +385 1 6596 [email protected]: apriscanLinkedIn: http://hr.linkedin.com/in/apriscan