Big Bang Teorisi

TTNET Transformasyon Projesi

1 Kasım 2011

Swissotel

İstanbul

Agenda

• TTNET’s Objectives • SEP: Service Excellence Program • Why Big Bang • Key Success Factors • Some Features • Telaura CRM Suite • Design Objectives • Why ADF • Modules • Some Numbers • Cut OfF Day • Q/A

3

• Founded in 2006, as a subsidiary of Turk Telekom

• Migrated from “Resell” to “Bitstream Access” in 2008

• xDSL by numbers (6,1+ M ADSL , 6 k VDSL )

• 80% market share , ARPU ~ 25 US$

• More than 8,000 WiFi hotspots

• Launched triple-play packages as of March. 2011

• Multi-screen video services

Company Overview

TTNET’s Objectives

Increase Market Share

Increase Customer

Loyalty

Increase ARPU

Decrease Costs

“Deploy fast, innovative and profitable new offers”

Inte

gration

S O

rde

r Fu

lfillme

nt

Telaura (CRM)

1

FCBS (Billing)

2

DWH/Business Intelligence

3

4

Migration 5

•Correct & Fast Data migration •Data Cleansing •Maintaining old necessary data

• Data migrator

• Contact Managment, •Campaign Mng. •Churn &Retention •Complaint Handling •Self Care, •User mangement, •Customer&Account Management •Sales&Order Management

•Billing&Charging •Rating

•ETL jobs • Business Intelligence • Management dashboard •Reporting

•Enterprise Service Bus • Provisioning and Process Orchestration

SEP (Service Excellence Program) Components

FCBS

Rating

Billing

Charging

TT VAS VAS

VAS COSMOS VOIP

Entegrasyon

Oracle SO

A Su

ite

11

G

Service Repository

Bu

sines

INtelegence

DWH Reporting & Analytics

Platform (BI)

Transaction Flow Data Flow

SEP High Level Architecture

Customer Administration

Product-Service Catalog

Sales

Campaign Management

Retention & Loyalty

Contact Management

OIM Netyüz Bayi Portal

Order Handling

Complaint Managament

Channel Management

Web Self Service

TELAURA

SEP

Kick Off Full Release

January 2010

Release 1

May 2011 August

Project Completed in 1,5 Year

Without Frozen period.

SEP Project Plan

Kick-Off Common

Language and standartization

Detailed Project Plan

Requirment Gathering

Analyzing functional &

business process

Documantaion Review and approving

documents

Development functional aplilcaiton

Integration development

E2E tests

UAT Launch Baby Sitting Next step and

New requriments

Building Hardware Infrastructure for

Test, Development and Production Env.

Preparing Migration tasks and data

Traning Users

( Ofice,Dealer,Call Center, etc)

New Roles and responsibilities

and organizations

Planing Production day

and rollback plan

SEP Project Basic Activities

Why Big Bang ?

• Time and implementation cost is lower than partial and synchronized transition

• No Synchronization issue with as is application

• Shorten Rollout

• You try once if succeed, pain at earlier time but big success after baby sitting

TTXSB

ESA Oracle SOA Suite Integration

Telaura CRM

FCBS Billing

DWH

Netyüz

xDSL

OIM Dealer Portal

TTO

TTS

IVR CTI

SSO

eInvoice Portal

SEP Effected Components

Mail Wi-fi Vitamin

Tivicep Tivibu web/cep TT oyun

VAS

...

Muzik

Business Processes/Parties/Domains Owner involvement and support

Top management support

Project and task management

Customer specific delivery method

Iterative functional, E2E tests and load tests

KEY Success Factors

Party-Multiple Roles & relations

Some Features

Party-Multiple Roles & relations

Some Features

360° of customer view

Some Features

Consolidate all customer interaction accross channel

Some Features

Some Features

Consolidate all customer interactions accross channel

Some Features

TELAURA CRM SUITE

Telaura Telco CRM Suite

19

Etiya has become active in the

telecommunication sector in

2004 and with the strengthened

experiences in different

segments, since 2008

asignificant growth has been

achieved. This growth resulted

in a great invcease in the market

share.

• Establishment 2004;

• Head Office: Yıldız Teknopark, Istanbul,

Turkey

• Branch Office: Bilkent Teknopark, Ankara,

Turkey

• America Contact Office: New Jersey / USA

• 120 Experts

• 50% stable growth rate per year

• Focus; Telco BSS/OSS

• CRM, BPM, Provisioning, Billing

Company Overview

Rule Engine

• Business Rules

• Customer life cyle rules

• Product life cycle rules

Configurable

• Can easily be configured with respect to operator needs

Moduler

• SOA

• Allows reuse of existing modules

• Change only what you need

Industy Standards

• eTOM processes

• SID both database and API

Low Integration and implemantation cost

• Open API

Design Objectives

Why ADF?

• JSF + AJAX • Model-View-Controller (MVC) with the separation of interface and

business logic. • Lazy-loading • Entity Cache technology • Declarative Partial Page Rendering • Rich Data Visualization • Security Support • Flexible and faster development • TaskFlow: Visualization of processes & managing processes within

the same transaction • Data feed with GoogleMap, Gantts and PointTheme support • Supports different clients (PDA, WAP, Browser, etc)

EXTERNAL ESB

Channel Management

Voucher Management

Product & Catalog Management

Lead & Feasibility Management

Contact

Management

Customer&Account Management

Activity Management

Churn & Retention Management

Sales & Order Management

Campaign Management

User Management

Complaint

Management

External Applications

DEALER PORTAL

INTE

RN

AL

ESB

RULE ENGINE

Telaura Architecture

ResourceFacingService(from ResourceFacing Service ABE)

ServiceSpecification(from Service Specification ABE)

Service

1 0..n1 0..n

SpecifiesService

CustomerFacingService(from CustomerFacing Service ABE)

Resource(from Resource ABE)

ResourceFacingServiceSpec(from ResourceFacing ServiceSpec ABE)

CustomerFacingServiceSpec(from CustomerFacing ServiceSpec ABE)

ProductOffering(from Product Offering ABE)

ResourceSpecification

0..n0..n 0..n

InvolvedResourceSpecs

0..n

0..1 0..n0..1 0..n

SpecifiesResource

1

1..n

1

1..n

RFServiceSpecHasResourceSpecs

Product(from Product ABE)

0..1

0..n

0..1

0..n

ProductRealizedAsCFService

0..n

0..n

0..n

0..n

ProductRealizedAsResource

0..1

0..n

0..1

0..n

ProdOfferDescribes

ProductSpecification(from Product Specification ABE)

0..n

0..n

0..n

0..n

ProdSpecRealizedAsCFServiceSpec

0..1

0..n

0..1

0..nProdSpecMadeAvailableAs

0..n

0..n

0..n

0..n

ProductSpecRealizedAs

0..1 0..n0..1 0..nProductSpecificationDescribes

1 MB Internet

2 MB Internet

Commercial Bundle

Customer Product

Customer Internet

Service, Voice Service

Internet Voice

Customer Modem, SIM

Card

Modem Set-top Box

SIM Card

100% SID BASED

Product & Catalog Management

• Define catalog according to your channels

• Create new single or bundle offers

• Unify sales channels around a consistent set of offerings

• Up-sell and cross-sell based offer releation

• Define optional offers within the bundle

• Discount/promotions

• Taxation

• Pricing

• Commitments

IPTV Welcome Bundle

1 MB Unlimited ADSL

IPTV Premium Package

Set-top box

VOIP Modem

VOIP

5 Mail Box

300 min. Wifi

400 # Music songs

% 10 Discount

% 100 Discount

4 TL Discount

First 3 months% 100 Discount

2 Year Commitment

“It takes couple of minutes to define a new complex bundle”

Offer Management

• 102 days of Workshops & Meeting more than a 100 people

• 50 CRs

• 300 issues

• 71.000 Test run

• 4.300 defects

Some Numbers

• 1840 Entities • 315 menu • 800 task-flows • 110 services

• 215 end point services • 300 rules

• 52 service spec definition

• 509 product spec definition

• 16.788 offers

• 40 Developer

• 23 Business Analysts

• 10 Test Experts

• #Daily Orders: 88.587 • #Daily OrderItems: 955.971 • #Daily ServiceCalls: 1.557.528

• Transition periods selected as Bayram to minimize office, dealer and call center effects.

• All teams worked 1 day to put on production safely

Cut Off Day

Sometimes they were not able to stop closing eyes

Cut Off Day

Thanks to administrative management for providing the necessary logistical support

Cut Off Day

Q&A

Thank You