Processing the relationship between the customer’s experience and the network’s performance is at the heart of good governance. Governance takes place where the appropriate roles, process and technology are in place to capture all the elements that impact the relationship. The impacts include how experience impacts on the network, how the network impacts on experience and how it all impacts on the relationship.
May 10
A lot of our time is spent helping Service Providers and Operators create a framework for managing what is most important to both businesses.
May 01
Capturing and reacting to changes in customer experience has become a key aspiration for teams in operators and telecom service providers. Conceptually the approach and desired outcome is clear, simple and desirable. If we can capture consumer behavior accurately then we can better understand how they like to use mobile services and we can rapidly identify any issues which are arising. This is attractive for marketing and operations teams. Why is CEM important in Managed Services? There are probably commercial and operational reasons.
Apr 20
The telecom industry has been dominated over the past couple of years by the emergence of ever more sophisticated BSS and OSS systems. This reflects an acknowledgement of the growing important of analysis and business intelligence to drive more automation and more efficiency in the network. Network design and optimization is no longer an upfront activity – rather something which must take place continuously over time. As the network environment changes so to must the network itself.
Apr 18
“End to end metrics” (or is that “end to end metric”?) is a term which is, some might say, bandied about in the telecoms managed services industry – but what does it actually mean? As part of the process of authoring our next thought leadership piece, I searched around for a concise definition – needless to say, I did not find one.
Mar 30
Service providers and network operators enter into managed services contracts because both want to, at the most basic level, increase the volume of profitable business. To that end, commercial mitigation is a key element of contract execution – and in order for both parties to maximise the likelihood of long term business success, commercial mitigation must be a fair and swift process.
Mar 26
Telecom Managed Services is at a critical inflection point. Either big service providers will figure out how to become strategic partners or we will see functions start to move back in house. Why? Networks are now more strategic than ever. Five to six years ago network capacity was expected to growly slowly and organically – operators were focused on marketing, transforming themselves into consumer brands. The reverse happened – data has exploded – networks are critical to the data value chain in the consumers ’social media’ experience. Mobile operator brands do not figure largely in the imagination of modern consumers. The network is strategic. Maybe more strategic than the brands.
Mar 16
The move from manual to automated data collection is a hot topic amongst the ServiceFrame customer base this quarter.
Mar 12
We recently spoke with Stephen McManus, an experienced manager in our sector, with a background in business continuity management and risk management at one of the major telecom managed services providers. He had some fascinating comments about the move to Managed Services 2.0, in which service provider key performance indicators become aligned with operators’ business objectives:
Mar 08
Quality is meeting customer expectations, simple as that.
Sourcing managers are frequently polled on their satisfaction with their services relationships. And usually more than half, sometimes closer to three quarters, say they are dissatisfied. Their expectations are not being met. Trillions of $ are spent every year on services that do not deliver the quality required.
