intelligence driven order-to-activation
TRANSCRIPT
Intelligence Driven Order-to-Activation
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Survey Details
Europe
Latin America
including
Central America
45% 25%
Survey focused on the Order-to-Activation process within large communications service providers
Performed in Europe, CALA & North America
Surveyed 100 CSP managers involved in the O2A process (across business and IT functions)
Conducted by Ovum on behalf of Amdocs Services
Performed in March 2014
North America
30%
Survey Summary
Unique survey proving the importance and value of BI/ Analytics within the Order-to-Activation (O2A) process
57% of Service Providers do not use BI/Analytics tools within the O2A process
Faults prediction was chosen as the top O2A indicator to improve business performance
All KPIs measured today throughout the O2A process can be positively improved by BI/ analytics
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Faults Prediction was chosen as #1 business performance indicator for O2A
28%
72% Faults Prediction is the
#1 performance indicator
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57% of CSPs today are not using BI/analytics within the O2A process
43%
57% are not using BI/analytics
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But, what does it mean?
of Service Providers are missing the opportunity for: 57%
Exceptional Customer
Experience
Fast Time-to-Revenue
Growth and Innovation
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Tremendous amount of data collected throughout the O2A process
Data Patterns and Trends are being missed by more than half of SPs
Increase in automation Volume - orders handled in given timeframe
Increase in right first time completion Order cancellation rate
Customer satisfaction surveys/net promoter score
Activation lead time Number of manual touch points
Handling based on business priority Goodwill adjustment payments
Missed customer appointments
Order flow through rate Complaint calls related to orders
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Half of the KPIs are not measured in real time/ near real time
52% Not measured
in real time/
near real time
NO YES
48%
NO
52%
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High Level of Manual Touch
Automation within the O2A Process
28% indicated only
0-20% of automation
within the O2A process
0 - 20% 80% - 100%
Only 13%
indicated 80-100%
of automation
Low levels of automation
A high level of manual touch points
High levels of errors and faults
Negative impact on revenue and
customer satisfaction
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82%
Improved Customer
care Improve OPEX of manual
handling
67%
82%
Revenue Leakage
Prevention
Top 3 business objectives affected by the O2A process
O2A
process
impacts
the CSP’s
bottom
line, as
well as
customer
experience
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The Effectiveness and Efficiency of the O2A process
Across all functions, only 20%
see it as highly effective and efficient
But in Customer Care this figure is only 11%
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No single point of view
of Service Providers agree that the end to end view of the O2A process is very important. But it remains very fragmented and complex 82%
of CSPs have both
more than five direct,
and more than five
indirect channels
involved in the O2A
process as well as at
least five internal
departments
~ 40% !
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Key Takeaways
Faults Prediction is #1 business performance indicator for O2A
This is in conflict with the fact that 57% of Service Providers don’t use BI/ Analytics in this domain
Tremendous amount of data is being collected but not used to spot Patterns and Trends within the O2A process
O2A affects the key business objectives of every Service Provider today: revenue and customer satisfaction
57% of Service Providers are missing the opportunity to: Exceptional Customer Experience
Fast Time-to-Revenue
Growth and Innovation
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Amdocs Order-to-Activation Services
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Visit us at www.amdocs.com/O2A
Contact us
Dayana Nevo, Amdocs