Toward customer centric convergence Our experiences
17
description
Toward customer centric convergence Our experiences. Jorge Iván Ramírez Verizon Dominicana Jun 2006. Agenda. Our approach: Customer Oriented Convergence Toward convergence: Customer knowledge and market segmentation Product portfolio transformation Human resources Internetworking - PowerPoint PPT Presentation
Transcript of Toward customer centric convergence Our experiences
Toward customer centric convergenceOur experiences
Jorge Iván RamírezVerizon Dominicana
Jun 2006
Agenda
Our approach: Customer Oriented Convergence
Toward convergence:• Customer knowledge and market
segmentation• Product portfolio transformation• Human resources• Internetworking• Channel readiness
Current and expected results
Our approach: Customer Oriented Convergence One customer profile Customer in control: self provision, self
managed 100% network interoperability Network based (not terminal based)
applications, built under open standards Centralized authentication across networks,
services and applications Broadband anywhere, anytime
Full Convergence is a long term endeavor, that requires a completebusiness transformation and self indicted creative evolution
Customer oriented convergenceThe Model
Same experience, same apps and one sign on across multiple networks and devices Applications shall be independent from devices and devices from networks
An environment
of provision of
services
managing a
unique user
profile
Transport that
provides the
required QoS
The best
access network
available for
whatever the
user needs to
do here and
now
Business
Environment
Consumer
EnvironmentEac
h t
erm
ina
l, a
ny
wh
ere
Eac
h U
ser
An
y C
on
ten
t
Applications and contentsSame content should be available in any device
Toward customer centric convergenceHow we have embraced the path to customer satisfaction through convergence
Photos
Voice
Home Networking and Internet
Music
Security and child surveillance
Games & Entertainment
What are the customers needsAt Home
What are the customers needsAt Work
ProductivityTools
Collaboration
100% Uptime Network
Unified Communicati
ons
Exterior Communicati
on
Security
Cost Management
Toward convergence:Customer understanding & segmentation Customer segmentation basis:
• Lifestyle • Value• Product use & product mix behavior
Customer relationship marketing; NOT product marketing Entire company was restructured around customer segmentation
Techies
Basic
Floaters
New
Corporate
Medium
Micro
New
Wir
elin
e
Wir
ele
ss
Inte
rnet
& N
etw
ork
s S
olu
tion
sCo
nsu
mer
sB
usi
nes
s
Toward convergence:Human resources readiness Every employee is about to be trained in the basics
of data transmission technologies
Advanced levels of certifications are currently on track for technicians and network professionals
Managers and directors are also being involved in training process
One technician will be able to install and repair every data or legacy solution
628 technicians have been trained or certified up-to-date
Toward convergence:Internetworking and broadband
Network readiness
From ATM to a state of the art IP backbone
MPLS to assure compatibility of FR, X.25, TDM with new broadband services (Layer 3)
Distribution and access network layers are also being expanded accordingly
NGN (Circuit Switch to IP Switch for voice services)
Product portfolio is powered with high-end broadband solutions
Wireless broadband (1XRTT) also covers most of our geography; HSPDA will be deployed in next years
Backbone evolution to IP
Central
Router
MUX
DSX DS1 Tirany
Core Multiservice
Central
Router
MUX
DSX
RouterRouter
NGNNGNl
IMS
Toward convergence:Channels Readiness
Every call center operator is currently able to treat any request of product and services
Differentiated SLA by customer segment Specialization on acquisition,
maintenance and development
Our Experience
Convergence:• Is a long term endeavor• Should be customer centric• New solutions must:
> Simplify communications across multiple networks, devices and services
> Have enough potential market and proven to be profitable
> Support company long term strategy
• Impact every member of your company
Results & expected
Slash time to market when developing products
Systems consolidations (future)
Customer on control: auto provisioning, auto managed
Dramatically reduce costs of systems integration, management and maintenance
Facts in Verizon Dominicana: 30% increase in customer satisfaction for
installation services (transport & Internet) 25% increase in customer satisfaction for repair
services (Transport & Internet) Same EBITDA margin,despite inflation rate and
prices reduction (10%) in the last 18 months
