© Tech Mahindra 2012

Tech Mahindra

‘Enabling the new Telco paradigm…’

2© Tech Mahindra & Mahindra Satyam 2012

About us…

3© Tech Mahindra & Mahindra Satyam 2012

Czech Republic

Hungary Switzerland

Finland

New Zealand

Brazil

South Africa

Canada

United States of America

Denmark

Sweden

Belgium

ItalySpain

France

Netherlands

Germany

UKIreland

Qatar

India

Bahrain

Saudi Arabia

Jordan

UAE

Egypt

Australia

Singapore Malaysia

China Japan

Korea

Thailand

Taiwan

HongKong

Indonesia

Philippines

Beijing

DubaiRiyadh

Nigeria

Zambia

Ghana

Congo Brazzaville Democratic

Republic of Congo

Kenya

Across the World

75,000+ Associates

60+ Nationalities 54+ Countries

4© Tech Mahindra & Mahindra Satyam 2012

Delivering to the Best

3 of Top 10 in Aerospace & Defense

5 of Top 10 in Motor Vehicle and Parts

4 of the Top 10 in Retail Banking

4 of Top 5 in Networking & Communication Equipment

3 of Top 10 in Oil & Gas companies

3 of top 5 Food consumer products

12 of Top 20 Wireless TSPs

11 of Fortune 500 global companies

3 of Top 3 Telcos in Europe

5 of Top 5 TEMs

13 of top 14 TSPs in India

16 Top Greenfield operators

Tech Mahindra Mahindra Satyam

5© Tech Mahindra & Mahindra Satyam 2012

Awards & RecognitionTech Mahindra Mahindra Satyam

Winner of 2010 and 2011 AT&T Supplier Award for outstanding performance & service to AT&T and its affiliates

Voice & Data ranked Tech Mahindra as the Top Telecom Software Company for the year 2010-2011

System Integrator of the Year in the Telecom sector' award by a leading global Analyst and Research firm as a part of the India IT & Telecom Excellence Award

Oracle APAC FY10 OPN Enterprise 2.0 Partner of the Year Award – Oracle

MOST RESPONSIVE

Mahindra Satyam BPO honored as “India’s Most Customer-Responsive BPO Company” - AGC Networks, The Economic Times, Ernst & Young and Nielsen

RESURGENT MARKETERS

Top-50 Marketers Award, under the Resurgent Marketers category for 2010 - Pitch India Communications Sector

Partner of the Year Award for 2011 from Microsoft.

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The “New New” Paradigm…

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CXO challenges in an ever-changing Telecommunications Landscape…

Market Leadership

Customer Experience

Business Management

Business Model

Shareholder Value

Real time Accounts

Real-time Analysis

Cash, Debt Management,

Cost Management

Revenue Management

Time to Market

Customer Centric

Product Differentiation

Market Management

Campaign Management

Technology Architecture

Delivery & Service Model

24 x 7 Service Availability

Service Development

Network/ Service Integration

Service Centric

Operations Management

Service Delivery

Service Operations

Program Management

Total Cost of Ownership

CEO CFO CMO COO CIO CTO

Business Architecture

Business Efficiency

24 x 7 Business Availability

New product development

Leverage existing assets

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• Smartphones/Feature phones• Global smartphone sales exceeded PC sales in 2011 (BI Intelligence Report)

• Tablet computing • Business Week: in Q4 2011- Apple sold more iPads than HP sold PC's

• Social Networking & Cross Platform consumption• Facebook - 750 million users - 3rd largest country population in the world• 1/3rd of Facebook users access via mobile devices• YouTube generates 30 Billion + page views/day• 200 million tweets/day

• Impact of Cloud & ICT• Telcos will Continue to Extend their ICT Portfolios, Focusing on the 'I' in ICT

with Cloud as a Major Strategic Direction (IDC Predictions for MEA)

Signs all around- What happened in 2011/2012 !!!

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A typical story in telco- using Total Customer Lifecycle Management

Order Management & Provisioning TCLM captures the activation order, activates and provisions Ghada’s new phone instantly.

Customer CareGhada contacts the call center, where TCLM’s customer care platform provides a 360º view of the customer profile, history and value.

Hybrid Billing / Data Charging Ghada tops up her prepaid data cap with TCLM’s real-time voucher top-up support.

Interactive Business Intelligence

Customer preferences, usage history and personal information are available for

marketing optimization, churn reduction and profitability analysis.

Promotions The operator automatically sends promotional SMS messages targeted just to Ghada- based on call usage and analytics collected by TCLM.

Hi Ghada. We’ve noticed you’ve been on Facebook over 5 times this week.

Would you care to opt-in to our Social Networking

bundle to save AED 3.12/week?

Customer Self-Care Ghada checks her amount owing and due date via USSD, and sets a spending limit for herself.

Invoicing TCLM formats Ghada’s bill

and sends it to a printer, and makes it available

online.Post Paid Billing

Ghada’s usage is tracked against her credit limit

and billed for periodically.

Loyalty Program Ghada’s minutes of use are tied in with her frequent flyer program via the TCLM platform, earning her miles for every mobile call.

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Reference Architecture – Component View Point

Customer Interfaces Distributor mgmt

Retailer

Dealer mgmt

CSR

SMS

IVR

Kiosk

Portal

3rd Party Systems

Payment Gateway

POS Terminal

Social Networks

Content Partner

Voice Portal

CRM System

Partner Relationship

Mgmt

Retention & Loyalty

Sales & Marketing

Customer Care

Middleware & Workflow

Fulfillment

Partner Relationship

Mgmt

Provisioning

Billing & Revenue Management

Interconnect billing & Settlement

Voucher Mgmt Roaming Rating & Settlement

MSISDN, SIM Mgmt Prepay, Rating & Billing

Mediation

Enterprise Management

Enterprise Risk Mgmt

Revenue Assurance

Fraud Mgmt

Knowledge Mgmt

Document Mgmt

Data MgmtMDM Storage

Enterprise Resource Planning

Finance & Asset Mgmt HR Mgmt

Network Access

IN HUR HRBT ICS PTT MDSP MMSC SMSC

Next Gen Services

Telecom Enablers

Network Enablers

Service delivery Platform

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Business Processes supported

Bill Invoice Management

• Pre Bill (Trial Bill) Bill Generation • Process Bill GL Posting Process Hot Bill • Set Up Billing (Service Definition) • New Rate Plan Configuration Process • Prepaid to Postpaid Migration • Postpaid to Prepaid Migration • Generating Usage Statement for Prepaid Customer • Voucher Management Process

Customer Interface Management

• Customer Interface Management Process• Customer Interface Management Process_ Self Care• New Connection Inbound• Franchisee Activities• Cheque Payment Process

Payment & Collection

• Payments Collection• Postpaid Payment GL Posting Process• Prepaid Top Up GL Posting Process• Late Payment Charges Process

Channel partner registration & Termination

• Channel Partner Registration Process• Channel Partner Termination Process

Order Handling

• New Connection Order Inbound• Franchisee Activities• Cheque Payment Process• Ready for Service Check• Order For Relocation• Order For Disconnection • Customer Verification

Service Configuration and Activation

• Service Activation• Service Modification• Disconnection of Broadband Services• Suspension of Services• Reactivation Services• Tracking of Service Orders

Service Request

• Service Request Process• Trouble Ticket Process• Flexing of Suspension

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Conclusion

To thrive in this ever-changing environment Telcos willneed to…

• Build• Sustain• Monetize

….Customer relationships

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Thank You