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0Telefónica Servicios Audiovisuales S.A. / Telefónica España S.A.Título de la ponencia / Otros datos de interés / 26-01-2010
Preparing for Market Convergence
5th Managed Services World Congress
Berlin, September 22th
Raúl [email protected]@JRaulZamorano
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About myself and the company I work for…
@JRaulZamorano
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Where do we come from?The changing role of the IT services
@JRaulZamorano
Operational Cost savings Spesialisation
Transformation
The new technologic wave will deliver its fruits under this managed services paradigm
80’s
Today
Source: Michael Corbett, 10 years of outsourcing
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The operators of today and challenges ahead
Huge customer base
Unending products and
services portfolio
All possible Channels
Customer services The capabilities
Networks, Systems and Processes
Macroeconomic environment
Competitive landscape
High demanding customers
The opportunity
The challenges
Technology landscape(Cloud, M2M…)
Huge Data consumptiongrowth
Differentiation New digital businesses
Pace of change only achievable by means of strategic outsourcing
@JRaulZamorano
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Operators offering managed services.
Who will succeed in Managed Services (survey perfom ed to 300 MSPs)
src. Channel Insider (2009)
src. Channel Insider (2009)
Size of companies consuming Managed Services
Src. Savvy to IT deprmts (2010)
Why don’t you outsource all of your IT?
75%40%
The channel effect
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But, this is not new, what are last years learnt le ssonsin delivering Managed Services in the Telco space?
@JRaulZamorano
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Business models and the consultative approach
The pressures… The best practices
Don´t mess up, put your numbers right
Always keep the right balance
«All you can eat» Ask for and provide clarityBeware of black boxes
Complexity In case of doubt, simple comes first
Signing upWrite, write, write it down
and share it
@JRaulZamorano
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Trial, training and ongoing operationAccelerate learning phases and improve as you walk
Designing phase
Operating phase
Meet the standards
Managed services are above all services, and they’r e alive!
Trial yourself before going all-in
Choose the right people
Train regularly
And makeimprovements
Customer Satisfaction
Measure constantly
Survey, asking for feedback
@JRaulZamorano
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Customer Services challenges for OperatorsOperators are the only entry point for a myriad of service s
@JRaulZamorano
Complex and dynamicOffer
More Sophisticated Customers
Massive inquiries and unpredictable
Cost Control
Customer Satisfaction
Help vs Sell
Multilayer vsMultiskill?
Own resourcesVs Externalised
Network failures Big events
Form factors, apps, smartphones, data bundles
Social lifes, professional made easy, consumerisation
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Operator’s Customer Services evolution
Multichannel
Self care done right
Human Digital Assisstant
One to many support(Twitter & Webchat)
CS as another selling channel
@JRaulZamorano
Source: Ovum / Genesys Survey 2009, “Consumer Prefer ences in Contract Centre Interactions”
And old plain IVR based support ain ´t working anymore…
Partners need to understand this change and adapt
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Few ideas to take away…
@JRaulZamorano
Don’t forget the basics, there is plenty of documentation out there
Understand our strategy, have your own ready to take over and show us where they meet, constantly!
Think big and long term for a healthy marriage
