Balance customer expectations and business needs

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Balance Customer

Expectations and

Business Needs

An Integrated Service Assurance Framework

for Operational Excellence


Balance Customer

Expectations and

Business Needs

HIGHLIGHTS

Today, CSP strategies focus on customer

centricity, as opposed to the earlier network

& IT-centric approach. However, due to the

lack of appropriate customer experience

solutions, there is a huge gap between QoS

delivered & the actual QoE.

There is a need to focus on service assurance

models and on an integrated service assurance

solution. It is also crucial to identify gaps in

service assurance and create a roadmap to

improve service assurance maturity.


Current Scenario for CSPs

There is tremendous pressure on Communication Service Providers (CSPs) to

transform IT and networks and reduce operational costs

Competition from over-the-top (OTT) players and declining voice revenues add to the

challenges

Greater focus on service innovation and customer experience improvement is needed

to drive top line growth

There is a need to identify solutions that can help them simultaneously reduce OPEX

and improve QoE

According to a study by The Consumer Lab and Consulting, about 40% of CSP

customer churn is related to service quality, support and billing issues

A culture of customer centricity should be built into operations to be the true

measure of operational excellence for a Communication Service Provider.


Challenges in Service Assurance

1.

Inability to Assess the Service

Assurance Maturity

2.

Challenges in Scaling Up

Operations to the Increasing Variety

of Services

3.

Complexity and Lack of

Synchronization in IT Systems and

Network

4.

Inability to Pin Point the Root Cause of

the Problems

5.

Inadequate Operational Intelligence

6.

Lack of an End-to-End View of Services Delivered

6 key challenges that are preventing CSPs from attaining the desired

level of service assurance maturity:


Evaluating Service Assurance Maturity

To overcome the challenges, CSPs must evaluate the current state of their service

assurance maturity across four key areas: processes, people, products and partners


Service Assurance Maturity Assessment Tool

Evaluate the current

state of service

assurance maturity in

operations based on

levers of operational

expenditure and

customer experience

management

Use a service

assurance maturity tool

to analyze the maturity

of service operations

1


Service Assurance Maturity Assessment Tool 2


Recommendations for CSPs

1 • Adopt a service assurance maturity

assessment tool

2 • Develop a robust process and automation

engine to reduce operational expenditure

3 • Build an insight engine to generate

operational intelligence

4 • Develop end-to-end visualization

capabilities


Implementation Strategies

CSPs should adopt a

phased implementation

approach measuring

and analyzing their

priorities at each step.


Conclusion

CSPs need to replace their traditional network

or IT centric approach in operations with a

customer-centric approach

CSPs must adopt a holistic solution approach

for service assurance that addresses both the

OPEX and QoE levers

For proactive service assurance, CSPs also

require an end-to-end service view on

operations cutting across business processes,

infrastructure, networks and applications

To achieve and sustain a high level of service

assurance, CSPs need to continuously

monitor their service operations, embrace

greater automation and adopt a robust failure

recovery approach


For more details please visit the link below:

http://www.wipro.com/Documents/striking_the_right_balanc

e_between_customer_expectations_and_business_needs.p

df

http://www.wipro.com/Documents/striking_the_right_balance_between_customer_expectations_and_business_needs.pdf



http://www.wipro.com/Documents/insights/assessing-the-bounties-and-boundaries-in-big-data-analytics.pdf


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and technology experts from the organization, to address the needs of

customers. It specifically surveys innovative strategies that will help

customers gain competitive advantage in the market. The Council, in

collaboration with leading academic institutions and industry bodies,

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facilitate their IT and business strategies.

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About Wipro Technologies

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Limited (NYSE:WIT) is a leading Information

Technology, Consulting and Outsourcing company,

that delivers solutions to enable its clients do

business better. Wipro Technologies delivers winning

business outcomes through its deep industry

experience and a 360 degree view of “Business

through Technology” – helping clients create

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innovation and an organization wide commitment to

sustainability, Wipro Technologies has over 135,000

employees and clients across 54 countries.

For more information, please visit www.wipro.com

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Thank You ©Wipro Limited, 2012. All rights reserved.

For more information visit www.wipro.com

No part of this document may be reproduced in

whole or in part without the written permission of the

authors.

Wipro is not liable for any business outcome based

on the views presented in this document. For specific

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Date post:	29-Nov-2014
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