Powering Telecom Transformation

Delivering Tangible Business Results

“Transformation in vision and consciousness will automatically create favorable circumstances.”

Transformation is a journey in a service led environment, driven by innovation, with a sharp

focus on customer needs.

In the current fast paced communications industry, telecom service providers are under tremendous pressure, making

transformation a business impetrative for survival.

Telcos need to protect and grow their margins through improved efficiencies and productivity, hence they need to

Be Agile

Reduce time to market

Reject the traditional approach of building everything from the bottom-up to build components that are

reusable and sustainable

Some of the key business issues of operators that Tech Mahindra can help bring a turnaround include:

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Transformation Drivers

The transformation practice at Tech Mahindra provides the cornerstone of a holistic approach that helps manage, control and drive the change aligned to the telco’s business priorities. It seamlessly enables next generation services and operational efficiencies coupled with cost optimisation.

Tech Mahindra with its proven global expertise helps align people, processes and technology through best practices and its broad portfolio of services. These services help achieve quick and measurable results.

Mentioned below is the wide spectrum of offerings that ensures a smooth transformation journey, tailored to the service provider's requirement:

Business & Operational Health Check

Business consulting services to assess key aspects and identify operational pain-points

Business Alignment

Services to identify priorities in terms of business process re-engineering, system architecture modifications and vendor consolidation required to get to the target state

Designing the Operations Model

Services to re-engineer and harmonise business processes to create a lean operating model aligned to the target state

Cross Programme Alignment

Services to identify interdependent programmes and define a roadmap for the end-to-end transformation

Implementation Services

Services to design, build and operate the target systems, reuse existing systems and close unwanted systems to achieve the target state of transformation

Transformation Goals

Tech Mahindra's transformation services portfolio focuses on five primary service areas within which it offers proven standard-based solutions. These include:

Revenue Uplift Convergence Customer Experience

Business Agility Operational Efficiency

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OrganisationConvergence

Revenue Uplift

Improved Operational Efficiency

Enhance Customer Experience

Business Agility

Reduced OpEx

Demand for consistent and high service levels is at a rise and service providers are on the look out for emerging opportunities as the Average Revenue Per User (ARPU) is flattening. As the pace of business intensifies, the need for innovative communications services becomes inevitable. To fully capitalise on these opportunities a re-evaluation of the way technology can be used to drive business results becomes imperative.

Greater efficiency is a prime goal for all businesses, more so in the intensely competitive and rapidly changing communications sector. Greater operational efficiency translates into higher margins and boosts growth . Tech Mahindra with its offerings enables telcos to address the operational challenges and focus on their core business, resources and customers.

Optimising and streamlining existing network operations and business processes is the key to reduce OPEX and improving operational efficiency. Eradicating silos that isolate operations and Business Support Systems (OSS/BSS), enable greater automation and centralise operations management. They also reduce integration, maintenance and operational costs and speed up the time-to-market.

Customer experience has gained currency with falling revenues and intense competition from different telecom operators. Tech Mahindra has been in the forefront of leading the change for its customers.

Responsiveness to changing market dynamics and time to market is one of the most important aspects for any telco. Tech Mahindra provides the operator an advantage of standardised processes, pre-integrated BSS/OSS systems to address time to market pressures. This is further accelerated by the prevalence of the "Telco-in-a-box" solutions that help diminish the time, attention and resources dedicated by the telco.

Today networks are undergoing a dramatic transformation under the combined effect of factors ranging from demand for additional capacity to convergence, towards Next-Generation Networks (NGNs).

Telcos can take advantage of the investments made by Tech Mahindra in IT and network infrastructure to reduce their up-front investment in a next-generation infrastructure. This will enable them quickly launch new services and gain a competitive advantage.

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Case Summary The client wanted to build converged solutions to enable personalised media experience for IPTV consumers on their handheld devices via real time access of on-demand content. CanvasM built, operated and managed the trial environment, bundled with multitude of utility community and entertainment applications.

The Client The client is a leading IPTV service provider in the United Kingdom providing digital terrestrial television channels using a Freeview decoder and on-demand film, TV, sport, kids and music programming delivered via broadband through a hybrid DTT/IP/PVR set top box also known as the Vision+ Box.

Background

Tech Mahindra/CanvasM Solution

Today consumers are looking for personal media experience access to content on their terms, targeted at rich media mobile devices they carry. Service and content providers are facing a challenge in creating and delivering rich media bundles to consumers. The client wanted to enable personalised media experience for their existing IPTV consumers in collaboration with BBC for events, sponsored by them i.e. Paralympics World Cup and London Grand Prix.

Through its vision of media mobility, CanvasM has built, operated and managed trial environment to personalise media experience for the client's consumers. This was done using Tu Vista Solutions that delivered media bundles to sports enthusiasts who desire rich immersive experience at the sporting event or when on the move.

The TuVista Software Solution is a near-live content creation, management and distribution software solution that creates an exciting and unique experience around an event, such as a professional sports game, by delivering rich media content before, during and after the event to users mobile devices.

Designed as a complete, scalable, network and device agnostic software solution, it allows content providers, content distributors and communications service

Tech Mahindra enabled the client to generate a great amount of additional revenue with advertisers/brands paying for mobile inventories

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Business Benefits Personalised media experience for their existing IPTV consumers

Created a platform for all its consumers to access real time on-demand sports content

Enhanced consumer experience by offering new services that fit their active lifestyle

Derived additional revenue as advertisers paid more for mobile inventories

Business Needs Enable personalised media experience for consumers

Facilitate on-demand access of content

Monetise investments in telco infrastructure i.e. Wi-Fi and 3G for events

Build cross domain eco-system comprising of media houses and advertisers

Enabling Innovative VAS Solutions for a Tier 1 Operator in UK

providers to offer a Value-Added Service (VAS) to their end-users. This end-to-end solution enhances the experience of attending an event, enabling consumers to have additional, customised content and interactive applications delivered to their mobile devices.

The solution helps event organisers build anticipation for events by allowing end users to watch pre-event videos, view season schedules and club information, receive recorded messages from coaches or key players, or vote on which team will win. It can also include game-day weather forecasts, assistance in locating venue parking, seating, food and beverage service upon arrival and purchase of tickets for future games.

The solution allows event organisers to engage enthusiasts in new ways, such as viewing instant replays from multiple camera angles; receive announcements such as injury reports; vote for the most valuable player; share pictures and videos; get coupons for local shops and restaurants in the stadium and ordering food and beverages, all on the enthusiast's personal device.

The solution helps organisers reach beyond the venue allowing consumers to watch post-event videos and highlights, send and share photos, videos or provide information on players, teams and leagues. Along with creation of rich media content, the solution enables bundling of ads for the brands: thus, generating new revenue streams.

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Commerce

Commerce Enabled Platform

Smart TicketingMobile Wallet

Mobile BankingMobile Couponing

Utility

Near Field Communication

Enterprise Platform & Services

Machine 2 Machine

Digital Asset Mgmt

Multi Modal PlatformAdvertisement

FrameworkPortals, UGC & MarketplaceLoyalty and

Recommendation

Underlying theme - Convergence Device & Network Agnostic

Commerce

Commerce Enabled Platform

Smart TicketingMobile Wallet

Mobile BankingMobile Couponing

Utility

Near Field Communication

Enterprise Platform & Services

Machine 2 Machine

Digital Asset Mgmt

Multi Modal PlatformAdvertisement

FrameworkPortals, UGC & MarketplaceLoyalty and

Recommendation

Underlying theme - Convergence Device & Network Agnostic

Application & Operations Management

Operations Support Services

IT Management Services

Billing &CRM

RA & FraudManagement

MISReporting

Fulfilment &Services

OperationsSupport

ERPApplications

BI/Datawarehousing

Help DeskServices

ProblemManagement

ChangeManagement

CapacityPlanning

EquipmentMaintenance

SLAManagement

VendorManagement

ServerManagement Database

NetworkManagement

ITConsultancy

DesktopManagement

ApplicationManagement

SecurityManagement

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Case Summary The client was facing service level issues and high operating costs due to decentralised fault alarm and performance management. A centralised Network Operations Centre (NOC) to monitor network performance and services was the solution. Tech Mahindra conceptualised, designed and built this centralised NOC including a disaster recovery site within budgeted investment and timeframe.

The Client The client is a leading telecom operator in Philippines. As a pioneer, the client had launched 3G services in 2006 which run in parallel with their 2G services. The client through their subsidiary company also provides wire line services consisting of domestic, international leased lines & VPN networks among others. The client has a base of 20 m subscribers.

Background

Tech Mahindra Solution

The client is operating a telecom service network including wired and wireless network in various markets across the Philippines. The network comprises of 2G, 3G, VAS, transmission and IP equipment from over 15 different vendors and of over 100 types of network elements. There were individual monitoring teams for different services and vendors. Only a portion of the operations and maintenance activities was outsourced to vendors, resulting in huge operations and management costs and manpower requirements. Since inventory for different vendors and networks were held by individual EMSes, they were unable to correlate alarms and faults within various networks. There was a need to initiate proactive measures to optimise the network, reduce service degradation, improvise services and ensure better customer satisfaction. The solution was to set-up a central NOC to provide an instant “bird's eye view” of the network operations. This would enable the client to monitor service performance of the entire network.

Tech Mahindra experts provided the solution that realised the business objectives of the client.

The overall scope involved planning, designing and implementing infrastructure for primary and secondary (Disaster Recovery) site. It included integration of various Element Management Systems (EMS) of wire line and wireless elements from various vendors.

Tech Mahindra played a pivotal role in improving operational efficiency by 300% for a Tier 2 operator in Philippines

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Business Benefits Reduced OpEx by 40%

Increase Operational Effciency by 300%

Improved service quality and optimised operational manpower work allocation

Enabled effective monitoring of network operations performance

Ready to use centralised NOC with Disaster Recovery site within stipulated investment constraints and timeframe

Optimised and streamlined the existing network operations and business processes

Business Needs Streamline operations management of the network

Improve fault, performance and service level management

Have the entire client network inventory in a single system

Ensure adherence to budget allocations

Control operational costs

Carrier Network Operations Centre for a 3G Operator in Philippines

The infrastructure design providing highly available, improved service quality and optimised s e c u r e , s c a l a b l e a n d m a n a g e a b l e D a t a operational manpower work allocationCommunication Networking (DCN) equipments to The client was able to initiate proactive measures support monitoring covering fault, performance and to optimise the network and reduce service service level management was required. degradationTech Mahindra team created a design providing for The client obtained a clear picture of the network proactive capacity planning, gathering and analysing topologyperformance data. This helps to monitor network operations performance.

Designing activity covered “sizing” of requirements in terms of capital resources as well as human resources for managing the NOC. Network implementation architecture focused on reliability, availability, scalability, utilisation and quality of service.

Before proceeding to the “Build” phase, it was ensured that the NOC design would provide the desired results. Tech Mahindra performed various activities involved in acquiring and setting up the IT infrastructure for centralised monitoring of services. The “On wall” video display in NOC provides a complete network map and real time information about the network operations.

Tech Mahindra solution enabled the client realise the following benefits:

The client was able to reduce manpower and training requirements for various EMSes

The centralised solution helped in standardising the processes and knowledge base, which led to

Additional Advantages

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Case Summary The client was facing low customer satisfaction and high operating costs due to scattered customer care call centres. They wanted a partner who could help them reduce their operating costs and increase customer satisfaction. Tech Mahindra set up a centralised customer care centre for the North Zone operations of the client to meet their requirements.

The Client The client is a leading telecom operator in India with over 25 million subscribers. The client provides basic, cellular and broadband services for retail and enterprises.

Background

Tech Mahindra Solution

The client was facing problems resolving customer service issues. For example for their subscribers in the North Zone had multiple customer support centres across different physical locations. The percentage of repeat calls was high which led to low customer satisfaction and the multiple centre architecture was increasing the operational costs.

Tech Mahindra's Business Process Management (BPM) team formed a core team of experts. The team drilled down to arrive at the Root Cause Analysis (RCA).

Key factors were short listed and sub teams were formed to study and find resolution During the RCA following key factors were identified, analysed and worked upon to increase customer satisfaction.

Ease to Access Centre- The team analysed the switch reports and suggested augmentations to increase the incoming calls to ensure enhanced customer experience. Manpower planning was also done at the same time to increase response mechanism.

Changes in the IVR Proposed- Changes were made in the IVR to provide account related information, new schemes etc on IVR itself as a result of which new schemes related calls reduced by 20% thereby increasing the IVR intelligence.

Tech Mahindra played an instrumental role in enhancing customer experience of a Tier 1 operator in India by Service Level (SL) increased to 93.29% compared to the earlier 34.18%

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Business Benefits Calls Per Subscriber (CPS) reduced to 0.46 from a high of 1.8

Answered Level (AL) established at 98% compared to the previous level of 58.9%

Service Level (SL) increased to 93.29% compared to the earlier 34.18%

Quality level of 88% whereas the previous level was 64%

Efficient and streamlined process SOP across all processes

Business Needs Enhance customer experience

Low first call resolution leading to a high Calls per Subscriber (CPS)

Reduce the Average Handling Time(AHT)

Enhanced Customer Experience for a Tier 1 operator in India

Premium Customer Handling- The client had classified its customers into premium and non premium segment based on the Average Revenue Per User (ARPU). A process to provide differential treatment to the premium customers was initiated, in which the premium customers were allowed to skip the IVR and reach the special agent directly. Premium customers were given preference in high queue time.

Desk Aid for Associates- Tech Mahindra proposed and ensured a single screen availability of all critical information sources / tools to help spend less time on non productive tasks.

Knowledge Bank- The online product / process information repository and a scenario specific script guide was made available to the customer service associates to equip them with complete information categorised by various scenarios.

Repeat Call Resolution Project- A special team was set-up to handle customers who call more than once in 24 hours. The objective was to have best agents handle repeat callers to ensure improvement in resolution rate and enhanced customer experience. An escalation desk was created to handle irate customers and take supervisory/ escalated calls.

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The Client The client is a new 3G (GSM) operator in Indonesia who went commercially live on 30th March 2007. It procured 3G license almost 3 years ago and has since rolled out 3G services into the market. It is one of the only two mobile operators in Indonesia that holds a combined nationwide 2G/3G mobile-telecommunications license. The client is targeting a growth of 10 million subscribers within 4 years. It has already crossed over 2 million subscribers.

Case Summary The client wanted a synchronised launch of all their services from day one in conjunction with the rollout of their new sales and dealer channels. They required the set-up of data centre, IT systems & support environment to manage the services. Tech Mahindra as a strategic partner implemented end-to-end IT stack and associated business processes.

Background

Tech Mahindra Solution

The client is a “greenfield” operator and has set up its base in the Indonesian market in 2006. They were looking for a strategic partner to whom they could outsource their end-to-end IT environment, from the build to the operate and support stage. The client required the partner to set-up a launch office to plan a systematic roll-out of services in conjunction with their internal users, marketing, sales and finance plans. The client had adopted a “Big Bang” approach for their launch and they wanted to have a large geographical coverage from day one. The back-end IT systems were required to support this delicate launch phase as they could “make or break” the client's brand.

Experts from Tech Mahindra set-up a launch office to manage the services roll-out in a synchronised manner. The launch office was the key to commercial launch as it managed the “launch programme” across all user groups within the client organisation. The launch office also coordinated with external entities like the sales and dealer channels to ensure availability of products within the stipulated time.

Pre-Launch phase

To begin with, all business processes were required to be in place prior to the commercial launch. Hence the back-end IT systems were thoroughly tested to ensure all the user facing business processes were functioning in the same manner as expected at the time of the actual launch. To ensure a successful launch, Tech Mahindra

Tech Mahindra enabled a Tier 1 Operator in Indonesia accomplish high sales revenue with launch of its 3G premium products. The Operator achieved its second year subscriber base projection within six months from the date of launch

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Business Benefits nd2 year subscriber projections were achieved

within 6 months from the date of launch

Realisation of higher sales revenue due to launch of 3G premium products from day one itself

Enabled a systematic roll-out of services across geographies

Business Needs Simultaneous launch of services across multiple locations

Build a brand prior to launch synonymous to quality & innovation

Penetrating the extremely crowded Indonesian telecom market

Assuring excellent customer experience, dealer channels & call centre services from the date of launch itself

Greenfield Launch for a Tier 1 Operator in Indonesia

undertook the following exercise prior to the launch: Post-Launch phase

Conducted a pre-launch audit across solutions Certain post-launch activities were undertaken to and processes facilitate a smooth transition to an equilibrium state of

“business as usual”.Two months pre-launch testing cycle with “friendly users” A dedicated team of professionals was constituted to

ensure proactive business initiatives and enhance Key delivery resources were ramped up onsite to customer experience. This team engaged the business manage any post-launch loadusers for continuous updates on all systems and

Hardware and infrastructure teams monitored business process changes through pilots.systems 24x7

Capacity modeling and performance tuning were Launch readiness checklist was implemented and conducted on regular basis to accommodate fast tested prior to launch subscriber growth.

Business processes to be tested as a part of launch readiness

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Case Summary The client was looking for a partner who could manage their NOC to control OpEx. Tech Mahindra offered a 24*7 model with rationalised team structure to support the NOC, substantially reducing OpEx, enabling improved network availability to the client.

The Client The client is in the business of broadband. It is the first company to commercially deploy DSL in the United States. They own and operate the largest national broadband network and are the key suppliers of high-bandwidth access for telecommunications services providers. Their broadband and Voice over Internet Protocol (VoIP) services are currently available in 44 states and 235 major markets, and can be purchased by more than 57 million homes and businesses.

Background

Tech Mahindra Solution

The client was looking for a partner who could help manage its NOC, and help in controlling their OpEx. Client has around 40,000 network elements and DDLAMs (Nokia, Samsung), WAN Switches (BPX, MGX, SES), access multipliers, BRAS devices, management routers-Cisco & Juniper, IP gateways, switches and splitters to be support.

Tech Mahindra offered a “right shore” model with rationalised team structure to support the NOC. Thereby reducing OpEx substantially and deployed quality improvement initiatives, providing improved network availability to the client.

Tech Mahindra proposed a solution that helped the client achieve their business objectives. Tech Mahindra's network capabilities helped the client transition their NOC Services. The transition was completed within 8 weeks and the entire NOC is being operated out of operations center in Pune, India.

A multi-phase approach was taken, which included:

System Appreciation

Shadowing

Reverse Shadowing

Steady State

Tech Mahindra with its rich experience and deep expertise was able to reduce 40% cost of a tier 1 service provider in US

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Business Benefits 40% cost reduction due to OpEx transformation

8% productivity gain

Reduced MTTR implementing Delivery Best Practices/Improved Network Availability

Business Needs Reduced and controlled OpEx

Process improvements

Effected utilisation of resources

Network Operation Centre for the Largest Networking Company in US

Besides monitoring and management, Tech Mahindra Notification of Support Teamsalso did the following: Engagement of appropriate support agency / Incident Management resolution group

Troubleshooting and resolution of incidents Documentation

P r o a c t i v e / r e a c t i v e m a i n t e n a n c e / Event/Incident documentation and updating of troubleshooting and resolution of incidents knowledge databasereferred by problem reports and escalation to System availability and performancelevel 2 teams

Manage availability of the networkCritical incident resolution for all network

Coordination and Consultingoutages

Customer support group and third party vendor Event / Problem Managementconsultation and coordination

Troubleshooting of network related problems Product installation (e.g. firmware upgrade)as reported by auto ticketing or other client

proprietary tools Support Hours

Diagnose / Troubleshooting network related 24*7problem based on calls or tickets referred to the team

Network Operation Centre for the Largest Networking Company in US

Change Management

Assist / Monitor / Validate network change activities

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www.techmahindra.com

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Global Reach

Africa | Australia | Bahrain | Belgium | Canada | China | Dubai | Egypt Germany | India | Indonesia | Malaysia | New Zealand | Philippines Singapore | Sweden | Thailand | USA | UK

Customer Speak

“One of our biggest business challenges was launching our Tikona Wi-Bro technology in an aggressive timeframe of four months. With end-to-end solution from Oracle and Tech Mahindra as the system integrator and managed services partner, we have not only achieved faster time to market, operational efficiencies and faster customer acquisition, but also the ability to quickly launch our services in multiple cities. We look forward to continued support from our partners in our journey of expansion.”

Tarun Kumar, Chief Technology Officer, Tikona Digital Networks

Analyst Speak

“Its background in telecoms has helped Tech Mahindra develop the competencies required to manage complex environments, including impressive project transition, management and governance processes, and stringent SLAs. Overall, we believes that the service line is very solid, and any company aiming to reduce infrastructure management costs and enhance productivity should look into Tech Mahindra's Infrastructure Management Services.”

Leading UK based Research Firm

About Tech Mahindra

Tech Mahindra is part of the multi-billion dollar Mahindra Group, in partnership with British Telecommunications plc (BT), the world's leading communications service provider. Focused primarily on the telecommunications industry, Tech Mahindra is a leading global systems integrator and business transformation consulting organisation. In 2009, Tech Mahindra expanded its IT portfolio by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).

Tech Mahindra's capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security Consulting and Testing. The solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BPO. With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.

AT&T Supplier Award for Distinguished and Outstanding Performance, 2010

Ranked 13th TOMS vendor worldwide in 2009, based on revenue and market share in Gartner's Market Share: Telecom Operations Management Systems (BSS, OSS and SDP), Worldwide, 2007-2009, April 30, 2010

NASSCOM IT Innovator Award, 2009 for One of the Top 50 IT-BPO Innovators in India of the year

5th Largest Software Services Company in India 2009 Survey, NASSCOM

Awards and Accolades:

For more information on Tech Mahindra’s Services, please contact: mktg@techmahindra.com