Service Delivery Options

Service Delivery Options

Moderator:Fedor Smith, President – ATLANTIC-ACM

ATLANTIC ACM

Industry R

eports

Custom

R

esearch

• Market Sizing and Forecasting• Market Scan/Analysis• Customer Feedback • Benchmarking• Valuation

• US Sizing and Share• Global Wholesale• US Domestic Wholesale • Metro/Enterprise • Prepaid/Wireless

Founded in the 1980’s to serve clients’ needs for strategic research, planning and operational support

Developed a portfolio of powerful modeling processes, proprietary databases, and decision-support methodologies

Provides industry trend reports and forecasts, customized proprietary consulting, financial services and strategies for sustainable future advantage

Through the expertise of ATLANTIC-ACM professionals, we offer a unique set of skills to our clients

ATLANTIC-ACM provides strategic research and market forecasting

ATLANTIC ACM

Provisioning, and ease of doing business, are second only to price and product qualityDrivers of Purchase

©2009, A

TLAN

TIC-A

CM

• In our proprietary research, we find inefficient or poorly managed service delivery to be the greatest cause of frustration for wholesale customers

• Carriers are getting better – customer scores for provisioning have improved year over year, and it has become an issue of lesser concern for customers

ATLANTIC ACM

This panel represents carriers who lead the industry in provisioning

• Warren Mickens • VP Wholesale, Qwest

• Patrick Ostiguy • President, Accedian Networks

• Carl True• Business Development Program

Director, XO Communications

• Ben Vos • VP Service Management, Sprint

• Full Domestic Wholesale Awards presented at 6pm, Grapevine C

Rating (1-10)

Average: 6.44

Provisioning

©2009, A

TLAN

TIC-A

CM

March 3rd, 2009

Warren Mickens,Vice President Operations

Qwest Global Wholesale Markets

Service DeliveryPerfecting the Customer Experience

© Qwest Communications International Inc.

Call Before Reject Process

Customer is contacted twice regarding an order error before officially rejecting

41% reduction in external rejects Reject resolution time reduced from

4 days to 1 day

Service Delivery Platform (SDP)

Improves Qwest’s internal service order processing time thereby reducing cycle time

IP products will be processed through SDP 2Q 2009

Private line products will be processed through SDP 4Q 2009

Interval Reset Process

Communicate to customer that a due date could be missed

Follow-up letter when a new due date is assigned

Notification if able to improve on a revised due date

Perfecting the Customer ExperienceService Delivery Process Improvements

Perfecting the Customer ExperienceService Delivery Model

Efficiency and Productivity

Drive additional efficiency and productivity improvements

ProliferateThe Self Service

Model

Lower costs Increase the

customers’control of their destiny

Drivecosts down

Drivecosts down

Significantly improve customer satisfaction

The Ideal Customer Experience (ICE)

Solicit customer feedback

Establish customer advocacy teams

Implement modifications

Measure progress

Accedian NetworksIncreasing Service Delivery Efficiency using Ethernet

Recession-Proofed Ethernet

Lower price per bit drives leased line to Ethernet migration Augmented by lower cost communications

expenses (VoIP, video conferencing, WANs)“There will be one bright spot, analysts said. Enterprises increasingly will turn to Ethernet technology because it provides more bandwidth at a lower cost. That’ll be good news for built-out operators such as Cox Communications and tw telecom.”

“One tactic [service providers] can take to offset churn is to start to get more aggressive in rolling out Ethernet services. Ethernet’s an answer [to the downturn].”

xchange, Nov 08. quoting In-Stat & D.A. Davidson analysts

Managed Services (over Ethernet) is also seen as a significant growth avenue as IT increasing out-sources

Enterprise Pricing, Fall 08•T1 (1.5Mbps) > $200/month•10Mbps Ethernet = $100/month

T1 is more expensive $/bps

1 End-to-end physical circuit created by service provider(s)

2EtherNID units provide adaptationbetween diverse enterprise IT infrastructures & create a uniformservice delivery model

3Layer 2 service mapped, policies applied, end-to-end OAM & demarcation enabled by EtherNIDs

4 Turn-up & SLA baseline tests conducted by EtherNID units

5SLA-Meter provides continuous, end-to-end performance monitoring & enables client web portal reporting

6 Troubleshooting & service upgrades performed remotely

End-to-End SLA Creation & Assurance

SONET

MPLS DWDM

WiMAX

xDSL

DOCSIS

PBT

Carrier Ethernet

FTTx

CustomerSite

CustomerSite

Multiple providers & equipment vendors

Measures: 1-way Latency 1-way Jitter In-Service Throughput Continuity, Frame Loss Traffic Stats

SLA-Meter™

Just Plug & Go™ !

NIDs are as simple to deploy as a cable modemJust FedEx them directly from the factory default settings to

your customers, they’ll plug them in Innovative discovery and auto-registration methods now

allow for automated provisioning and service activation.

SLAEMS

SLAEMS

How Fast will this Pay Off?

Provisioning time ↓ 60%

Troubleshooting ↓ 55%

Truck Rolls ↓ 40%

Trouble-Tickets ↓ 25%

SLA Violations ↓ 25%

Labor Cost ↓ 60%

OpEx Efficiencies

< 7 Months 5yr IRR > 300%

Solution Payback

CapEx Savings Access platforms ↓ 25-40% Test Sets ↓ 50-70% Trucks ↓ 40-50%

Leading providers sell NIDs to their customersUp to 300% mark-up Commitment reduces churn

Thank You

© Copyright 2007 XO. All rights reserved. XO and the XO design logo are registered trademarks of XO Communications, Inc.

Carl True, Business Development Program Director

CompTelMarch 3rd, 2009


XO Service Delivery Focus

Customer Experience

Automation

Outsourcing


XO Service Delivery Focus-Customer ExperienceChange from single Service Delivery structure to Business Unit structure

Over communicate with customers on order status and Service Delivery process

Provide more timely and consistent updates and status

Commit to and meet customer requested deliverables

Offer more comprehensive SD service to customers, i.e. customer order disconnect management


XO Service Delivery Focus -AutomationEnable more automated order flow through from order signature to order entry to order set-up in Provisioning systems

Reduce the amount of human intervention in order processing

Implement click to order functionality from customer quote tools

Add automated customer notification for items like FOC, DLR, test and turn-up

Increase customer notification


XO Service Delivery Focus -Outsourcing Throwing human resources at SD is a costly proposition and has limitations

Outsource functions that are not network SD components;

• LEC order management• Number porting and assignment• Equipment engineeringFrees up internal resources to focus on core task management and completion

Accelerating the Customer Experience on the Sprint NOW Network

Ben VosVice President – Service ManagementMarch 3, 2009

Wholesale at Sprint

Sprint Wholesale

VoIPWireline MPLS, Voice

WirelessMVNO

WirelineMPLS, Voice

Pre-2008 Today

Build a business that goes beyond the traditional view of wholesale and creates

a new industry category:Converged Services

Solution Provider

Build a business that goes beyond the traditional view of wholesale and creates

a new industry category:Converged Services

Solution Provider

Companies that choose and work with Sprint have a passion to succeed in all they do and want a partner that shares their ideals and motivations.

We are that partner!

Companies that choose and work with Sprint have a passion to succeed in all they do and want a partner that shares their ideals and motivations.

We are that partner!

WirelessMVNO VoIP

The ACE Advantage

ACE Process

Previous Serial Process

Step 1 Step 2 Step 4 Step 5Step 3 Step 6

Step 1 Step 2

Step 3 Step 5

Step 4 Step 6

• Narrowband interval reduced from 23 business days to 15

• Initial performance yielded 94% interval met

• Future offerings may include even shorter intervals

• Customers want prompt installation of Sprint’s high quality services

• Sprint’s standard interval is around 23 business days, with a customer commit date met of over 90%

• Sprint has changed a historically sequential process into a more parallel process

cceleratedCustomer

Experience

Service Delivery Options

Documents