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MATRIXX Software
Beyond Data –Swisscom Case Study of Innovation in billing & pricing
Oisin O’Connor, Director Product MarketingRobin Langdon, Director Sales Engineering
ETIS – Billing & Revenue Management Working Group Budapest 17 Oct 2014
MATRIXX Software: Company Overview
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Offering A new approach to real-time BSS (charging, policy and analytics
enablement) based on patented technology that is fundamentally different
from existing real-time applications
MATRIXX is enabling digital service providers to differentiate on customer
experience, innovate and profit from the transition to digital
Announced Customers Swisscom, Teleena
Investors Orange Innovacom, Swisscom Ventures, Greylock Partners, Adams Street
Partners and Telstra Ventures
Corporate 85 Employees, 4 Global locations
Silicon Valley – Corporate & Engineering
London – Sales, support
Team 20+ years real-time software development
Core team working together for 15+ years
MATRIXX Vision: The world is going Digital
Rich
self-care
Personalisation Customer
centricity
Real time
experience
COMMON PRINCIPLES OF DIGITAL
Don’t Compromise on Digital
• Simple, real-time
customer experience
• Transactions mostly
on low cost digital
channels
• New interactions on
digital channels
The Digital
Service Provider
• Digital = surge in
volume &
unpredictably
• Legacy systems will
become over
powered
• Each interaction has
value when captured
Digital
Interactions
• New transactional
computing model
• Unrivalled
performance,
scalability and latency
• Real-time platform,
unified policy &
charging
MATRIXX
Technology
• 20+ NPS impact?
• Multi-year revenue
impact?
• Hardware savings &
reduced cost to
serve?
• Strategic
differentiation?
Alternatives &
Compromises
A series of compromises is not a real-time experience
11/7/2014 5
All Balances in real-time* on
our self care app & online portal
*may be up to 48 hours out of
date!
Send ‘unnecessary text’
to short code 48 hours
before travelling
Roaming alerts based on MB
& GB consumed
Good luck trying to work out
the CHF/€/$ value!
Please wait up to 24 hours for your
new roaming tariff to be provisioned
All usage displays based on
session lists without summaries
If you are consuming data quickly your
spend alert may not be received before
you reach your roaming limit
This service is not available to
purchase on self-care please call our
customer care line
You have used your service entitlement, you are now
blocked from the network…upsell not available at this time
Notifications are based on global
setting, no personalization allowed
Spend limits are set by the operator
for all subscribers, no user override
Swisscom Background
• 6.4m mobile customers
• ARPU ~€32
• 60%+ of phone sales are smartphones
• Market leader & global innovator
• Unique roaming market
– Switzerland borders 5 countries
– Unusually large % of subscribers can be roaming
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Swisscom Drivers
• Migrate from legacy IN to real-time service charging, new future charging platform for data roaming initially and then other services
• Break the chain on roaming (unexpected charges->disputes & escalations ->credits & care costs etc.), addressing the root cause
• Regulatory and political pressure to fix data roaming bill shock
• Deliver a best in class roaming experience with real-time visibility and customer controls to manage their spend
• Shift to a business model based on online digital interactions
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Live solution
• Free access to Data Roaming Cockpit (self-care) on smartphone, tablet or PC
• Real-time display of costs incurred
• Current data package and expiry
• User set spend limits
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http://www.swisscom.ch/en/residential/mobile/subscription-tariffs/tariffs-roaming-abroad/cockpit.html
Live solution (continued)
• Customer can opt-out of roaming to prevent unexpected charges
• SMS Notification limits can be personalized for monetary amounts
• Roaming can be set to only work with (cheaper) data packages, to avoid accidental per mb charges
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http://www.swisscom.ch/en/residential/mobile/subscription-tariffs/tariffs-roaming-abroad/cockpit.html
Live solution (continued)
• Customer can see the available data packages
• One click on device purchase
• Customers receive notifications at 50% can automatically buy new packages up to a set limit
10http://www.swisscom.ch/en/residential/mobile/subscription-tariffs/tariffs-roaming-abroad/cockpit.html
Swisscom Architecture
SIS(Subcriber
Profile)
GGSN / SAE-GW & DPI
Gy = $ (Monetary) Gx = profile
Feedback
Loop
SGSN
MMERNC
ISG
PCRF
AMS(Mediation)
Online
Package Offer
Platform
Selfcare
Channels
Offline Charging
Events (CDR)
Real time Interface (Diameter) [ms]
Online Interface (near Real time) [s]
Offline Interface (Batch) [h]
BSS Layer
Control Layer
Network Layer
HLR
EAI
B4U Symphony …
Set Session
Bandwidth
Volume
countingThrottle
Bandwidth
Offer new
Package
Open
Bandwidth
Charge
offer
User starts
Session
User buys
package
Threshold
notify PCRF
OCS
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5
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Legend
MATRIXX: Enabling the Digital Service Provider
Digital Service &
Engagement Channels
Data
Applications
Enforcement Points
GGSN / PGW / DPI
Data Plane
(IP Traffic)
Messaging
Gateway
CRM & Existing
Sales Channels
Log in to My Self-CareOther BSS
Systems
Concurrent requests
for usage balances
Differentiated Customer Experience
• Products & offers available
consistently across digital channels
• No provisioning delays for new
service requests & plan changes
• Real-time usage dashboards
• Instant Balance sharing & controls
• Intelligent upsell linked to real-time
balances & usage analytics
• Customers treated as an account
with multiple services Highly accurate
threshold notifications
Increasing volume of Quota requests &
Policy Actions (e.g. Shaping / Throttling)
Predictable Performance under load
• LTE and LTE Advanced consumption
patterns are bursty & unpredictable
• Digital services increase the volume
of concurrent requests on the OCS
• Quota management is highly
complex as network speeds exceed
40mbps
High frequency in-App
balance updates
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Key drivers of load for DSP’s
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A platform that can handle the unpredictable production loads associated with LTE monetization
while allowing users to interact and configure their data experience in real-time
What our customer say
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.. The uniqueness of MATRIXX Software
is that it allows complex rating and
multiple updates to be applied with low
latency to customer balances and makes
these available in real time as devices are
consuming data.
…no other vendor lets us create
propositions and charge for all
services in real-time at the multi-
million volume levels we
require…They are way ahead of
the game...
…We believe the MATRIXX platform and technology
brings a radically innovative approach to the online
demands of an operator, providing the platform to
launch a new era in interaction with our customers.
MATRIXX Software
Thank You
oisin.oconnor@matrixxsw.comrobin.langdon@matrixxsw.com
11/7/2014