Telecommunication

Telecommunications

BUSINESS PROCESSING

We offer telecommunications organisations the opportunity to remove complexity across a full range of business processes. By unburdening themselves of back office functions which support their operation but are essentially peripheral to their vision and mission, we give these customers time and energy to focus on what they do best. The result is more flexibility and greater efficiency in the face of formidable challenges. A leading 4G player in the Asian telecoms market already trusts us to provide HR back office support and channel sales process lifecycle support. When required, we can also provide offshoring services which can deliver advantages including speed to market, back office transformation, on-demand business, improved customer service and cost optimisation.

TECHNOLOGY

We offer extensive technology capabilities across a variety of industry sectors. In telecoms specifically, we manage IT network services for one of the world’s largest telecommunications companies and support the IT delivering Malaysia’s first 4G network. We also design, build and run the software that supports a range of business processing solutions. We embed our intellectual property (IP) to create a solution faster and more cost-effectively than our customers can themselves. We can also provide customers with Total IT Outsourcing (ITO) solutions – a single point of supply for an end-to-end managed service.

PROCUREMENT

We are experts in supporting procurement professionals with services including sourcing, spend management, procure to pay (P2P), system management and software solutions. We actively engage with the procurement community across industry sectors and look to provide thought leadership and develop strategies for creating added value procurement.


INDUSTRY OVERVIEW 

The telecommunication sector is on the move in 2013.

That isn’t merely a figure of speech.

It’s a statement of fact as mobility becomes an ever-more dominant  feature on the telecommunications landscape.

According to Deloitte1, 2013 will see a new record of 1 billion smartphones shipped with an installed based of close to 2 billion smartphone users by the end of the year.  Add to this a base of some 270 million tablets and it clearly adds up to a huge demand for mobile telecommunications services.

That plethora of devices will also drive an accelerated deployment of Long Term  Evolution (LTE) networks by carriers.

LTE (more commonly known amongst consumers as 4G) networks create a new standard for high-speed data services to smartphones and data terminals alike.

Much is expected of them.

As Ofcom’s Ed Richards said during the auction of 4G bandwidth auction in 2012:  “New 4G services will stimulate investment, growth and innovation in the UK, and deliver significant benefits to consumers in terms of better, faster and more reliable mobile broadband connections."2

For consumers, the promise is for more and faster data services on their devices ranging from Instant Messaging to music, social networking and video.

For carriers, the challenge is to embark on the necessary new infrastructure projects to deliver 4G services  - and then work out the best way to monetise them.

Options3 for consideration are likely to include launching compelling new apps that can harness the network’s full potential, meeting the burgeoning demand for mobile broadband and looking beyond traditional consumer segments for fresh opportunities.

We can also expect to see many operators re-thinking the way they structure their tariffs with a view to offering plans targeted around specific applications or covering multiple mobile devices – a necessary step towards safeguarding their customer relationships in an increasingly connected world:

As internet penetration grows, along with new types of devices and   solutions including the cloud, tablets and apps so too does the range of services which can be provided to this interconnected world – anywhere and anytime. Put in the context of the fight for the consumer, what this    means is that businesses need to be increasingly aware not only of the demanding consumer, but also of the networks to which these    consumers are connected. Because an individual experience, good or    bad, can quickly be amplified across a range of local and global networks – faster than you could think possible.4

References:

1 http://bit.ly/Wh0BaR
2 http://bbc.in/TBq5BC
3 http://onforb.es/W26zx0
4 http://bit.ly/wRrb2j

Business Issues

Are telecommunications companies really the best people to run their own technology?

The question may seem eccentric. Maybe even impertinent. Until you consider the major challenge for today’s telcos.

Because technology pales into insignificance compared to owning customer relationships.

As Don Peppers recently observed:

"If your mission as a telco is to create technology, you’ll wind up lost in the chaos unless you happen to get lucky and hit with a hot product. On the other hand, if you keep your eye on the customer and your goal is to constantly navigate toward providing your customers better value - providing more personalized, relevant services, anticipating customer needs better, generating more trustability - the capacity to be trusted by your customers to always act in their interest - you’ll get through the storm1."

Customer-centricity is key for telcos today because of an unprecedented pace of change in their marketplace and an unparalleled array of choice for the consumer.

Voice is becoming saturated and commoditised. Data is growing exponentially. Broadband offers almost instant connectivity almost everywhere. The global market for smartphones is predicted to grow 49.2% through 20112 – a phenomenon that indicates another important influencer for telcos: social media.

Social media must be considered as a key driver in this industry for at least two reasons.

First, as a demand driver for mobile devices. Secondly, as IBM3 point out, as a serious potential competitor to telcos themselves for “share of voice”:

Driven by high broadband penetration, maturing "social software" and readily available, affordable Internet-enabled multimedia devices, these sites and services are making inroads with enthusiastic users and garnering the attention of advertisers, consumer product companies and enterprises that are using social media to reach their customers, build brand loyalty and communicate with geographically dispersed employees, suppliers and partners.

Customers have more choice than ever in how they communicate. Not merely between a selection of one-to-one closed communication options across an infrastructure owned by a telecommunications organisation. But between multiple, many-to-many collaborative platforms across the open Internet.

Keeping pace is driving telcos to build partnerships that allow them to focus on the customer relationship whilst trusted partners focus on the network technology.

In the words of BT’s Director of Operations and Voice Business, Andrew Doddsworth:

“…rapid technology change has made long-term investment cases for operators very difficult. In the past, operators could rely on long-term use to ensure that large investments paid off. Today payback is less likely. Compare the lifecycles of the copper phone line and a mobile 3G network. With LTE (Long Term Evolution) just around the corner, it’s a challenge to get payback from 3G. This payback challenge has changed operators’ view of network investment and influenced their approaches to outsourcing. Operators need partners to complement their portfolios. No operator can go it alone anymore.” 

Business processing and IT can benefit from exactly the same approach for exactly the same reasons.

And for a number of international network operators, Xchanging is already answering that call.

1 http://bit.ly/p3eAkj
2 IDC
3 http://bit.ly/3Awqc
4 http://bit.ly/rg3N7e

Case studies

Partners in Innovation
Technology Services
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Partners in Innovation

Technology Services

Xchanging partners with YTL Communications to bring down the bill generation cycle to 1 hour from 45 hours

CHALLENGE

YTL communications aimed to be one of the key players offering 4G network within the education vertical in Malaysia. they were looking for a partner, who could bring to the table, an IT infrastructure and expertise to enable YTL to compete effectively by taking the overall offerings to a higher level, thus enabling better services to their customers.

SOLUTION

Xchanging has partnered with YTL to develop and deliver enhanced mobile internet and cloud-based hosting offerings in Malaysia. The partnership combines Xchanging’s technology, delivery expertise and international domain knowledge, with YTL communications’ award winning 4G network and market reach to deliver next-generation, mission-critical cloud solutions and platforms.

We are offering the following key services to YTL:

01 Xchanging supports YTL’s enterprise sales by providing unique solutions for the SME (Subject Matter Expert), enterprise corporate markets and government

02 Our experts manage a cross-spectrum of operational and implementation services, which encompass capacity planning and architecture, ensuring BCP (Business Continuing Planning) / DR (Data Recovery) planning and management, Mobile apps, Functional, testing, regression, load and test automation, etc

03 Xchanging created a process that enables the entire customer onboarding when the systems fail. In addition, we support YTL in the channel sales process lifecycle and in back office support for HR, flagship stores and asset management, website and campaign management, and digital marketing.

 

RESULTS

1 Duration of bill generation cycle reduced to one hour from 45 hours taken previously

2 Bill publishing time too brought down from 3-4 weeks to the same day

3 Cost of the bill reduced by 7.5%

4 Improvement in user access of web portal resulting in improved customer satisfaction. The login time has been reduced from more than 35 seconds to less than 5 seconds; and page navigation time reduced from more than 45 seconds to 5-15 seconds

Perfect Product Testing
Technology Services
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Perfect Product Testing

Technology Services

CHALLENGE

To help a renowned manufacturer of laptop PCs optimise its product testing resource

SOLUTION

01 Offer immediate and attractive cost savings from our testing laboratory in Singapore

02 Demonstrate world-class credentials in Product Assurance (PA)

03 Provide the required resources for qualifying new systems, sub-systems and applications for the customer

RESULTS

1 The customer can now rely on support from over 40 technically certified professionals spread between Japan, Singapore, Malaysia and India

2 We have consistently achieved customer satisfaction levels of more than 90% in PA services

Customer satisfaction levels of more than
90%

Energising IT Performance
Technology Services
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Energising IT Performance

Technology Services

CHALLENGE

To achieve major savings through more efficient IT infrastructure management for one of the largest independent energy trading companies in the world

 

SOLUTION

01 Assess the requirement

02 Scope the impact that could be achieved through architectural change

03 Consolidate the customer’s application servers into selected data centres

04 Standardise the desktop across the organisation

05 Initiate a WAN optimisation exercise

 

RESULTS

1 We reduced data on WAN links by 75%

2 We gave the business visibility of its network capacity

3 We improved application performance

4 We cut the support overhead

5 We improved data backup and security

Data on WAN links reduced by
75%

Making The Leap From ‘Good’ to ‘Great’
Managed Business Processes
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Making The Leap From ‘Good’ to ‘Great’

Managed Business Processes

CHALLENGE

To help a top global insurance broker make its next big leap: become the provider of choice for integrated employee benefit solutions and grow revenue by 50% within five years

SOLUTION

01 Enhance operational performance, optimise process efficiency, and instil a mindset of continuous improvement

02 Put to work our expertise in offshoring F&A processes including accounts payable, accounts receivable, general accounting, reconciliations, taxation, fixed asset accounting and reporting

03 Implement process improvements in a timely and effective way

RESULTS

1 Costs cut by 40% due to labour arbitrage

2 Quality up from 95% to 99.5%

Costs cut by
40%

Quality lifted to
99.5%

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