The growth and demand for digital services is creating tremendous disruption for communications services providers (CSPs), as their customers, particularly in the enterprise segment, demand ever-increasing service velocity, quality and differentiation.
To address the requirements of the new digital customer in a cost-effective and efficient manner, while reducing time to revenue, high-performing CSPs seek to provide more agile solutions to enterprise customers, leveraging network virtualization and new digital services.
In support of this journey, Accenture has developed the Next Generation Enterprise offering, an end-to-end suite of services that offers comprehensive support for the demands faced by CSPs who seek to become platform-based Interactive Digital Service Providers.
To address the challenges CSPs face in meeting the needs of their enterprise customers, Accenture is launching this services suite to help CSPs design, develop, deploy, operationalize, migrate to and jointly take to market next-generation enterprise telco service portfolios.
Field Installation and Repair Services Transformation
For CSPs, network customer service is key to customer satisfaction and reliability. But the frustrations with field force service just keep on growing, leading to dramatically growing churn.
Field Installation and Repair Services Transformation establishes a Command Center supporting CSPs’ transformation process in this area, running the installation and repair process from customer care through field operations. Leveraging a cloud-based production-ready platform, Accenture’s approach delivers:
- Enhanced performance visibility and management capabilities, increasing quality to the client.
- Analytical capability to solve structural issues and continuously improve operations
- Disruptive innovations on top of typical business as usual operation
Accenture’s approach comprises service capabilities supported by cloud-base technology assets to address customer needs throughout the process. Benefits include:
- A 20 to 25 percent increase in remote resolution
- A 25 to 30 percent improvement in back-office optimization
- A 10-15 percent increase in field force productivity
- Higher than 90 percent forecasting accuracy, enhancing operation predictability
- A 15 to 20 percent reduction in average installation/repair time
- A 5 to 10 percent increase in customer satisfaction rates
Leveraging disruptive advancements in Digital Technology, the solution enables CSPs to dramatically improve quality and efficiency. Our solution fully transforms the Network Customer Service operation in a five-to-eight-month timeframe, accelerating the typical realization of benefits by 12 to 18 months.
Digital Network Deployment
Network infrastructure is a key competitive advantage and one signature of a high-performing telco: providers have generally sustained significant network CAPEX even in markets where revenue pressure is high. Historically, though, network rollout programs have been affected by delays and cost issues, mainly due to providers’ lacking end-to-end control over internal and external actors. We believe these challenges are frequently caused by a traditional way of doing things, reflecting a very low level of digitalization and innovation in managing deployment services.
Digital Network Deployment addresses the challenges of deploying the new networks. Our framework is based on platform-driven network construction management services, starting with mobile network buildouts that optimize network CAPEX, while managing the complexity of the deployment and driving excellence in the supporting supply chain.
Our delivery engine supports network rollout and delivery, increasing efficiency, flexibility, control and quality. And our network build platform is a cloud-based modular asset that uses advanced analytics to control and optimize network rollouts and upgrades, providing root-cause, what-if, trend and forecast analysis, down to the site level. The platform is accessible both from the field, to support work teams on the field with digital tools, and from the office—offering real-time control of on-going rollouts.
Digital Network Deployment can help providers achieve the full benefits of digital network transformation, achieving not just fast and reliable rollout, but profitable rollout with proven ROI.
Service Experience Engineering and Management
To assure and optimize the service quality that is essential to the customer experience, while maximizing the value of the network investment, Accenture offers Service Experience Engineering and Management.
These platform-driven engineering and operational services help digital CSPs optimize their service performance, reduce their engineering and operational costs and optimize their network assets. SEEM enables providers to run network operations with analytics-driven, customer-centric insights.
We provide:
- Next-generation operations and engineering strategy and business case
- Consulting/audit services for engineering and operations
- Business process re-engineering: service quality management, customer experience management, service experience engineering
- Design, integration and operations of NOC automation and SQM, CEM and SEEM solutions
- Analytics as a Service for data discovery, predictive analytics and network optimization
