3 Copyright Comarch 2014 telecoms.comarch.com
Information gathering
• Customer Surveys
• Drive tests
• Monitoring applications for end devices
• Call centre statistics
Processing
• Statistical modelling
• QoE – expression of service user satisfaction
Resutls
• Reports with guidance for network planners
• Procedures and trainings
Customer-centric Approach
4 Copyright Comarch 2014 telecoms.comarch.com
Customer
Real-life Scenario
Service
Experience
Needs
Experience
Expectations
Post mortem vs. Proactive
• Good service quality:
– Youtube without delays
– Facebook connection
– Blackberry everywhere
– Notifications about potential problems arrive quickly
• It works or it does not work
• Service price
• Problems are fixed quickly
• Call Centre knows about my problems
• SP has a good offer
5 Copyright Comarch 2014 telecoms.comarch.com
Service Provider
Real-life Scenario
• End device statistic collection
• Call centre statistics
• Billing information
• Network probing
• Network alarming and
performance management
• Other OSS
Delivered
Service
Network
Resources
End Device
IT &
Application
Content
6 Copyright Comarch 2014 telecoms.comarch.com
Service ProviderCustomer
Service Quality Gap Analysis
Expected
Service
Delivered
Service
Needs
Experience
Expectations
Network
Resources
End Device
IT &
Application
ContentService
Communication
Service
Quality Gap
7 Copyright Comarch 2014 telecoms.comarch.com
OSS/BSS INTEGRATIONALIGNING BUSINESS AND TECHNICAL
ASPECTS
8 Copyright Comarch 2014 telecoms.comarch.com
Multiple Layers to be Considered
Market-Specific
Business-Specific
Network-Specific
Offerings
(how we sell)
Products
(what we sell)
Services and Resources
(how we provide)
9 Copyright Comarch 2014 telecoms.comarch.com
Getting it AlignedSe
rvice C
atalog
Ce
ntral P
rod
uct M
anage
rOn
e to
On
e
(1:1
) Map
pin
g
Product Specification
Product Specification
Product Specification
Composed Product Spec
Offering Offering Offering
Offering (bundled)
Offering (bundled)
Offering
Offering (bundled)
Customer Facing Service
Customer Facing Service
Customer Facing Service
Customer Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Resource Resource Resource ResourceResource
Offering (bundled)
Resource Resource
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource Facing Service
Resource
Offering (bundled)
Offering (commercial)
Offering
Offering (commercial)
Market Specific
Business Specific
Network Specific
10 Copyright Comarch 2014 telecoms.comarch.com
CRM Self Care Dealer Care
Sales Channels
Order Capture
Order Capture
Order Capture
Product Information
Publisher
Designer Publisher
Product Specification
Manager
Product Offering
Manager
Sales Network
Manager
Quotation Engine
Product
Configurator
Recommendation
Engine
Sales Support
Central Product ManagerOrder Management
Customer Order
Orchestration
Customer Order
Distribution
Product Inventory
Product InstancesCart Manager
Product Lifecycle Management
Product Information
Repository
Pricing Algorithm
Specification Manager
Pricing Algorithms
BIlling System
Service Catalog and Fulfillment
Service Fulfillment
ExecutionService Catalog CFS specification
Customer Order
Tracking &
Management
Customer Order
Lifecycle Management
11 Copyright Comarch 2014 telecoms.comarch.com
CRM Self Care Dealer Care
Sales Channels
Order Capture
Order Capture
Order Capture
Product Information
Publisher
Designer Publisher
Product Specification
Manager
Product Offering
Manager
Sales Network
Manager
Quotation Engine
Product
Configurator
Recommendation
Engine
Sales Support
Central Product ManagerOrder Management
Customer Order
Orchestration
Customer Order
Distribution
Product Inventory
Product InstancesCart Manager
Product Lifecycle Management
Product Information
Repository
Pricing Algorithm
Specification Manager
Pricing Algorithms
BIlling System
Service Catalog and Fulfillment
Service Fulfillment
ExecutionService Catalog CFS specification
Customer Order
Tracking &
Management
Customer Order
Lifecycle Management
Product
AdministratorsProduct
Managers
limited
Service Delivery
Administrators
limited
12 Copyright Comarch 2014 telecoms.comarch.com
• Web-based GUIs for
• Product Offering Management
• Creating,
• Browsing,
• Modifying
• Product Specification
Management
• Creating,
• Browsing,
• Modifying
• Order Management
• Creating,
• Browsing,
• Modifying
Relatively Simple:
Offering & Product Management
13 Copyright Comarch 2014 telecoms.comarch.com
Service Catalog-Driven Fulfillment
RR
S
S
S
R
S
SCustomer facing Service
RfS RfS
S
RR
S
S
R
SRfS CfS
RfSRfS
Product
BSS
OSS
RR
S
S
S
R
SS
SCustomer facing Service
RfS RfS RfS
S
RR
S
S
R
S
RR
S
S
R
SCfS CfS CfS
RfSRfS
Product
BSS
OSS
• GB922
TMF SID based approach
• Customer Facing Services (CFS)
• Resouce Facing Services (RFS)
• Service Templates
Key Entities
• Service Access Points (SAPs) relate services to resources
• Third party CFSs mapped to RFSs
• Multiple service domains can be easily combined
Relations
14 Copyright Comarch 2014 telecoms.comarch.com
Service Quality and Customer Experience
Customer ExperienceService
Monitoring
SLA Business Rules
Service Quality
Management
Copyright Comarch 2014
telecoms.comarch.com
Learn more: http://bit.ly/1fhKAPx
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