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BT Wholesale, the network services arm of the leading communications service provider in the UK, has benefited from the Amdocs Service Management Suite in improving efficiency and customer service in end-to-end ordering, fulfillment and service assurance for new generation voice and data services for more than 30 million customers.
Phil Dance, CIO Technology, BT One IT, UK, speaks out about Amdocs work with BT
Relying on the Amdocs Service Management Suite
Currently we use Amdocsas our service management platform to meet the needs of over 30 million customers in the UK. Based on our success with Amdocs, we are increasing our usage of the product to 10,000 BT Wholesale personnel. As we grow our broadband business, we're confident the Amdocs Service Management Suite can support it. For corporate users, we're using Amdocs to support our extensive set of IP VPN offerings, both here in the UK and in Europe.
Cost Savings & ROI
By using Amdocs, we are able to reduce our costs and provide more cost-effective service to our customers. Amdocs Service Management products enable us to streamline our processes and reduce the number of manual handoffs. That makes the process cycle shorter and requires fewer people. We think we will reduce costs by 20 million a year through the implementation of the Process Manager product in the broadband operations domain.
In addition, we've been able to improve our field force productivity by 10% on a workforce of 6,000. Building solutions with Amdocs means that we can confidently embark on projects, knowing that we'll get our return on those investments.
Translating Complexity to Simplicity
We're at a watershed in our industry as we move from the conventional circuit switch networks to the world of IP. The power of the Amdocs Service Management Suite is its ability to handle the complex changes in today's marketplace. The Amdocs Service Management Suite translates network complexity so consumers of telecommunications services perceive a simple service, which is actually made up of many very complex parts. It's really the power of the Process Manager that it is a flexible tool that can deal with complexity, and that makes the Amdocs product so attractive to us. The flexibility of the Process Manager means that we're able to implement changes at very short notice and this gives us a big competitive advantage.
Time to Market
We're looking to use the Amdocs Service Management Suite in the full-scale launch of SDSL products. Traditionally, a product of that complexity might take 15 months to two years to build. Now we're looking at a six-month implementation with Amdocs. This helps us improve our speed to market and reduces product development costs. More importantly, it increases revenue from that product as we get it into the marketplace quicker.
Working Together
One of the advantages we see of working with Amdocs is not only that Amdocs has world-class products but it also has world-class professionals who help us to implement those products in the right way. We get excellent products, services and support from Amdocs. We've been delighted by the professionalism we've seen in Amdocs, and we find it very easy to integrate our own software engineering teams with those from Amdocs.
On-Time Ordering & Fulfillment for Increased Customer Satisfaction
The Amdocs Service Management Suite enables us to make ordering and fulfillment processes simpler and more complete, so that we get the right order, in the right place, at the right time for our customers. The Amdocs Service Management Suite ensures that once a customer is committed to an order, we can deliver it to the customer on the required date to the required degree of quality.
Amdocs enables us to initiate services with less manual intervention for a lower cost. We complete transactions for our customers much more quickly and efficiently than before, and we are able to keep them fully informed about the progress of their orders. This leads to increased customer satisfaction.
Supporting Scalability & Flexibility
The world of the Internet means that our system has to be available to take orders around the clock for an increased volume of complex services. Amdocs Service Management is able to scale for our needs. As we continue to grow, the Amdocs Service Management Suite engine will be able to keep pace with us and connect our customers through to our networks for many years to come.
We're moving from a world of telephony to a world in which virtually every item in your home is connected to a communications device somewhere, which will increase the number of messaging events going across our network and the range of services we provide. All of those will need to be ordered, configured and billed. We're confident that, working with Amdocs, we'll be able to meet this challenge.
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