© 2017 TM Forum | 1

B2B B/OSS Perspectives Eastern Communications’ Transformation

Emmanuel Caido,Head of IT, Eastern Communications

Kannan Ramakrishnan,Head of Product Management & Marketing, TCS HOBS,

Tata Consultancy Services

Bobby Rajagopal,Client Partner, Tata Consultancy Services

2

B2B Revenue Opportunities

Commoditized Services Voice Text Connectivity Services Hosting

Growth Services Unified Communication Mobile PBX OTT Services IoT Content

Emerging Services 5G Smart Cities Security Cloud Block Chain

Traditional B2B

Services

Digital B2B ServicesOpportunitiesLow High

Cloud Services

DataVoice

Managed Services

3

Assess Impact of Customer Segments on Capabilities

Product Portfolio Tailored to Vertical Solutions

Adapting Newer Business Models & Technologies

Build Transparency to Customers & Empower Employees

Create a Seamless Partner Ecosystem

Driving Customer Experience

1

2

3

4

5

6

Mass Market

Engineered

Market Place

Large Organizations

Government

SoHo, SME

B2BBusiness Dimensions

Customer

Industries

Portfolio

Processes

Partners

Banking

Retail

Travel

Media…

Product Lifecycle

Sales & Delivery

Enterprise ProcessesMarketplace Partners

Sales Channel Partners

Suppliers

B2B Business Dimensions

4

De-Coupling Commercial Offers from underlying

Technologies

Sales Process Integration with Operations (FAB) Processes, Operation

Tools

Implications on IT

Extensibility to Support New Business Models,

Partner Eco System

Optimized Capex / Opex

Critical Driving Factors

B2

B

Transfo

rmatio

n

Cloud Based Platforms

Key Capabilities Required

Integration of Partner Eco

System Across Value Chain

Modular, Catalogue

Driven, BSS/OSS

Micro Service APIs

B2B Digital Core

Channel Experience

5

TCS Application Infrastructure Management System(AIMS)

Product Application

Online* and Offline Mediation

Rating & Charging*

AR & Invoicing

Bill Formatting

Collections Manager

Credit Limit Monitoring

Pricing Management Fraud Management

Revenue Assurance

Dealer Management

Commissions Manager

Number Management

SIM Management

Voucher Management

CPE Device InventoryCustomer Care

Product Catalogue

Self Care

Customer Relationship Management System

(CRMS)

Revenue Management System (RMS)

Enterprise Management System (EMS)

Inventory Management System (IMS)

Order Management & Provisioning System

(OMPS)

Order Gateway

Order Orchestrator

Fallout Manager

Order Dispatch

Provisioning Manager

SLA Manager

Network Inventory Management

Fault Management

Activation Manager

Connected Device Management

Roaming

Lead/Opportunity Management

Product Portfolio Management System(PPMS)

Order Capture

Order Management Console

Service Catalogue

Service Template

Quote Management

Deposit Management

Interconnect

Enterprise DQM

*3rd Party Components

Payment ManagerNotification ManagerApplication Monitoring

SystemDocument Manager

Business Service Layer Online Data Store Reports ManagerWorkList

Event Manager

Administration

Single Sign-On

Omni Channel Integration Enablers

TCS HOBS Platform

Home Device Management

Configuration Management

Wholesale Gateway

Performance Management

Service Assurance

6

EXTERNAL INTEGRATIONS:

Eastern Communications – TCS HOBS Leveraged Solution Components

Mediation

Rating & Charging

AR & Invoicing

Bill Formatting

Collections

Pricing ManagementNumber

Management

Device Inventory

Product Catalogue

Customer Care

Revenue Management System (RMS)

Trouble Ticket Management

Customer Relationship Mgmt

System (CRMS)

Inventory Management System (IMS)

Order Management & Provisioning

(OMP)

Order Gateway

Order Orchestrator

OMP Fallout Manager

Order Dispatch

Provisioning Manager

OMP SLA ManagerCredit Limit Monitoring

Product Portfolio Management

System(PPMS)

Order Mgmt Console

Sales & Ordering

Service Catalogue

Service Template

Connected Devices Management (CDM)

Resource Activation

Interconnect

Network Inventory Management

Application Monitoring System

Reports Manager

Event Manager

Application Infrastructure Mgmt

System (AIMS)

Notification Manager

Document Manager

Payment Manager

Business Service Layer

Work List Manager

Administration

SFDC Email Gateway SMS Gateway Analytics

7| Copyright © 2017 Tata Consultancy Services Limited

Eastern Communications’ – Phoenix Programme

8

Over a Century of Strong Connections in Philippines…

Service ExcellenceCustomer Satisfaction

PrioritiesLong-standing Partnerships with

B2B Customers Offering

4000+Variant Offerings

27Enterprise Services

Value Added Services

Multinational Corporates Government Institutions SMEs SoHo

1879Established

9

Business Challenges forcing to Evolve & Adapt

High Time to Market to launch New Services

POTENTIAL REVENUE LOSS

High IT Turnaround Time for Business ChangesPOTENTIAL REVENUE

LOSS

Performance & Stability Issues with existing IT

CUSTOMER EXPERIENCE IMPACT

Increasing Time to respond to customer complaints

CUSTOMER EXPERIENCE IMPACT

Limited Order Visibility & Tracking

CUSTOMER EXPERIENCE IMPACT

Limitations in existing IT affecting BAU

CUSTOMER EXPERIENCE IMPACT

Manual Time Consuming Operational Processes

INCREASING OPERATIONS COSTS

10

Programme Delivery Approach

TCS Platform

Configured Transactions

Pre-Integrated Platform

Pre-Modelled Processes

Ready User Stories

Conference Room Pilot

Geography Specific

Customizations

OOB E2E Demos

Regulatory Requirements

TO-BE Platform

11

Key Business Benefits Enabled with TCS HOBS

25% Adds in Customers resulting in

12% REVENUE GROWTH

Time to Market for New Services

TIME TO LAUNCH 2-4 Weeks

Quicker TAT to Customer Complaints with higher FCR

ENHANCED CUSTOMER EXPERIENCE

Real Time Customer 360 View & Order Tracking

ENHANCED CUSTOMER EXPERIENCE

Right First time in BillsLess than 1% Bill DisputesENHANCED CUSTOMER

EXPERIENCE

Automation in Order Provisioning & Bulk Support

REDUCED OPERATIONAL COSTS

12| Copyright © 2017 Tata Consultancy Services Limited

Eastern Communications’ Programme Overview

13

Programme Scope

• 27 Services across Voice, Data, Internet, Managed ServicesProducts

• B2B (Majority of Customers)

• B2C (Minor Customer Segment)Lines of Business

• Over 75+ eTOM L2 Processes across SIP & FABFunctionality

• Users across Product Management, Sales Excellence, Customer Experience, Call Center, Business Center, Facility Management, NOC, Billing, Finance, Collections…

User Groups

14

Project Phoenix Timelines

Mar Jun Sep Dec Feb Apr July Oct

Milestone 1Project Phoenix kicks off - Mar 10

Milestone 2Requirements Signoff - Jun

Requirements Mar - Jun

Solution Design

May - Aug User Training

Jan - Feb

Dev Sprint 1 Jul - Nov User Acceptance Testing

Feb - Sep

Milestone 3Design Signoff -Aug

Milestone 4Business Users Training - Jan

Milestone 5System Testing Signoff - Feb

Milestone 6

UAT Begins - Feb

Milestone 8Go-Live October 10

Milestone 7UAT Signoff -Sep

Nov - JanDev Sprint 2

Production Readiness

Sep - Oct

2015 2016

15

One Year In Operations

01

465 Service Request has been Implemented through Product configurations to support Business Processes

Subsidiary Decommissioning- BIR Regulatory Requirement enabled in 6 weeks

Supporting ~4K Offers across 27 services

17K Enterprise orders spread across 11 order types deliveredLaunched 2 New Services -

PABX and Intellifi

02

03

0405

06

07

08

09TM Forum Excellence Awards Finalist for Smart Service provider - Best Transformation of the Year

Delighted Customer –Received CSS of 96%

365 new Offers were launched ~2 Offers/day

~147K accounts billed and invoiced with < 1% Bill

Disputes

16

Takeaways – Key Solution Tenets

•Products & Services seamlessly offered across the ecosystemProduct Catalog

•Seamlessly Interleave automation and collaboration capabilities, Agile in responding to business changesOperational Processes

•Capabilities for employees to build highest levels of transparency to customersOperational Tools

•Integrated B2B Sales Process with Operational ProcessesB2B Sales

•Simpler Interactions with Customers across channelsDigital Channels

•Leverage Intelligence to drive newer business models and experienceIntelligence

Adopt Platform Based Transformation (or) Point Solution Based on Context

© 2017 TM Forum | 17

Thank you

Contact Us

Kannan RamakrishnanHead Product Management

TCS HOBS

Tata Consultancy Services Limitedr.kannan@tcs.com

Noel CaidoIT Head

Eastern CommunicationsCaidoED@etpi.com.ph

Bobby RajagopalClient Partner

Tata Consultancy Services Limitedrajagopal.bobby@tcs.com