Transformation Projects

An Overview
 Why - Kenan FX Upgrade?

• Currently We are using KENAN-Arbor and we are migrating to KENAN-FX

• FX means EXTENDED FRAMEWORK

• Arbor Fx Upgrade
• Single Data Model across Lines of Business enabling convergence
• Single Bill capability
• Scalable to handle increasing customer base with better SLAs
• Near real time exposure monitoring through enhanced Threshold Handling Server
 Current Pain Points
• Mobility
- Delay in Order Executions
- Latency / Synchronization between OM and BP
- CSR need to work on multiple GUIs (eCRM, OM, BP)
- Serious scalability issues with PoS
- Scalability / Support issues with OM
- OM GUI takes very long time to open for first time
- No Service Guarantee for Unbarring / Reconnections
- Rating/Billing performance degrades with increase in volumes
- MIS / BCV issues
- Accounts for a circle spread across too many customer servers – hence operations
becomes difficult with increasing subscriber volumes
Convergent Post Paid
Billing Kenan FX
Key business benefits …
• Orders
Integrated Orders & BP database

Dual IMSI single MSISDN / Centrex provisioning through Kenan/FX

Automated call barring & reconnection

Profile based provisioning for basic network components would be enabled

• Accounts & SI
Account distribution will enable Convergence-ready platform

Complex Billing Account hierarchies including redirection of charges

History will be available in case of Accounts / SI transfer

Extra Billing Account attributes can be supported using “Extended Data Objects”
• Products & Packages
Pricing & Network Provisioning components would be segregated in specific packages leading to minimal service
disruption for customers during Bill Plan change

Reduce Billing disputes & Customer complaints

Simplification of Order entry process & reducing errors

Key business benefits …
• NMS
All inventory maintained in Kenan FX

Business rules for each inventory line life – cycle will be defined separately

Physical / discrete inventory lines will also be defined in FX

Premium Numbers will be charged automatically

• Usage
Long Term Persistence (LTP) Process: LTP process is now introduced in FX to load the rated CDRs into the
database using the faster and more efficient Oracle SQL Loader

Helper tables were introduced in Kenan FX for improving the performance of Guiding and Rating

Unnecessary fields will be eliminate to optimise CDR storage space

• Roaming
Latest TAP Version 3.11 and RAP Version 1.2, future TAP version upgrade requires no customization

Supports Multiple Home operators

Supports multiple National Destination Codes (NDC)

Circle specific Inter Operator Tariff (IOT) Support

Roaming system can use mediation capabilities like validation etc.

Key business benefits …
- Billing
A single stream lined to-be billing process standardizing the pre-billing, billing and post-billing processes across
LOB-s and circles
The new process aims to improve performance and ease of operation

- Invoice Formatting
Improved customer experience – Common Invoice Format for all media, i.e. Printer/CRM/Self-Care
Improved competitive positioning – more functionality like regional language setting, Promotional and Personalized
messaging
Integrated model to support Infotel and Mobility Bills convergence with other customer facing applications
Minimal dependency on product vendor for bill data and format changes
No dependency on print vendors for format adaptation
Key business benefits …
- Collections
Different entry/exit thresholds to be definable for different account categories, circles, cities
Different grace periods to be definable for different circles
Credit Rating calculation for both LoBs (using separate CLC application)
Hierarchy Barring supported
Promise-to-pay capability and enhance check bounce handling
- Payments – CPS
Common Payment application across all the LOBs
On-Line Posting of payment into Customer Account
Payment collection option when FX not available
On-line Integration with eCRM for Collection of Deposit based on CAF or Order Number
- Exposure Monitoring
Need for thorough manual validations will reduce significantly

Dependence on reports minimized

Most Exposure Monitoring Business Rules configurable in system

Separate or same treatment of customers across LoBs possible through use of Kenan Thresholding “profiles”
Billing Transformation Overview Approved

ARB
User A User B User C User D User E User F
userId:a userId:b userId:c userId:d userId:e userId:f
.....
password:***** password:***** password:***** password:***** password:***** password:
Single Sign – On Framework IMS
(LDAP)

Selfcare
Oracle e-CRM CPS NMS
Application

EAI(WebSphere)

Data (Including UID)

OFS MetaSolv Alert System

BI EAI - FX Adapter

FMS
chg_who = uid
BCV Oracle Financial
RA Kenan FX Inventory
BIF Tool Invoice
EIS (e-Report Suite) Repository
Print
BP Roaming RH&T Vendor
Backend Utility
And Process

Report Tool

Comptel -MDP Flex SPP

System under integration scope

Flex-BMS Comptel SAS Billing Implementation Scope

 Products & Packages: Recommended Data
Model

Product Item 1
Product Item 2
Product
Product Offers Offer Product Item 3
Product Item 4
Product Offerings …
…
…
This correspondence is to be the basis of Product
Item Decomposition, which will be the ‘Billing’
Configuration Rule associated with the Product Item

Network Provisioning Network Provisioning Component

Rental Charging Rental / Rental + Rating Component

Product Item Usage Rating Rating / Rental + Rating Component

Discounting Discount Component

Activation Charging One-time Charge Component

Various possible aspects of Product Item These aspects will correspond to various
(Billing perspective) types of configured FX components
Package Configuration Methodology
Basic Network Act. Component VAS Network Act. Component Data Srvc. Network Act. Component

VAS Packages Data Services

Plan Rental Component VAS Rental Component
Packages
Data Service Rental Component

Plan Usage Rating Component [ Circle-specific ]

VAS/SMS Usage Rating Component Data[Service
Circle-specific ]
Rating Component

Plan Rental + Rating Component [Plan non-specific:

VAS/SMS 1/Circle]
Rental + Rating Component
Bill Plan Packages
Plan-specific Discount Component
[ Circle-specific ] Generic Discounts
Plan-specific VAS Disc. Component
Network Provisioning
Data Service Discount Component

Generic Plan Discount Component GenericPackages

VAS Discount Component Packages
[ Plan Specific ]
Top-up Discount Component
Data Services Components
Product Offer ]
[ Circle-specific [ Circle-specific
(GPRS / Blackberry / WAP / ]MMS / ..)

Plan-specific NRC Component

[Plan non-specific: 1/Circle] [Plan non-specific: 1/Circle]

Commitment Charge Component Activation Packages

Registration Charge Component One-time Charges
Installation Charge Component Installation Charge Component Packages
Registration Charge Component [ Circle-specific ] [ Circle-specific ]
Security Deposit Component [PlanVAS Components
non-specific: 1/Circle] [Plan non-specific: 1/Circle]
Misc.Primary Offer Items
One-Time Charge Component Components representing
Secondary aOffer
Product
ItemsOffer in Totality
(Grouping here does (usually
not represent existing configuration)
generic)
Basic Services & Plan
Components
 Migration Approach – Hub Architecture

BHBPCU6
BHBPCU
1,2,3,4,5,7,8,1
Key
Key Benefits
Benefits
0,11 BHBPCU9
J&K
North East Accounts from Dead Accounts Load
Load Balanced
Balanced System
System within
within each
each
Assam all circles (Load
Balanced) Hub
Hub

Reports
Reports for
for one
one circle
circle can
can be
be taken
taken
from
from One
One Hub
Hub and
and AES
AES hub
hub only
only as
as
opposed
opposed toto Mobility
Mobility where
where all
all customer
customer
North Hub East Hub West Hub South Hub Natl./AES Hub Dead A/c Hub servers
servers need
need toto be
be considered
considered
...... ...... ...... ...... ...... ......
Easier
Easier to
to migrate
migrate to
to any
any change/new
change/new
future
future architecture.
architecture. Individual
Individual Hubs
Hubs can
can
be
be migrated
migrated

BPCS3 BPCS4 BPCS5 BPCS6 BPCS7

PRD PRD PRD PRD PRD Circle
Circle Specific
Specific downtime
downtime will
will only
only
DL
HAR MH UPE AES KOL impact
impact aa single
single hub
hub not
not the
the entire
entire
UPW MUM MP KK
PB GJ
AP
KL system
system as
as itit happens
happens today
today inin mobility
mobility
RAJ
TN
CPS
CPS Core Functionality

• Payments
- Add ,Reverse
- Transfer
- Payment Reports
• Deposits
- Accept Deposit for new customer by integrating with CRM for New
Order
- Add Deposit for existing Customer
- Refund and Transfer Deposit
- Deposit Reports
• Invalid, Bounce and Un-Trace Cheque Details Capture
CPS comparison with POS and APS
NMS
Benefits with New NMS

o There will no longer be a problem in synchronizing the NMS database with the

Billing database as NMS will be a functionality provided on the Billing database.

o NMS provides a single CAF view wherein all the logical inventories for different

products like GSM FCT, GSM FWP,ISDN BRI, ISDN PRI, Centrex, Telephone

can be blocked under a single CAF

o There is going to be a Single Central NMS across LOBs and across Circles.

o NMS will be Web Based Application build over Inventory Module of Kenan FX
where the logical inventories are stored. Therefore, separate Database for NMS
is not required.
Benefits with New NMS (cont…..)
• The Numbers can be blocked by the Sales Channels by providing the CAF Number or
Purchase Order.
• In case of unavailability of the CAF Number, the numbers can be reserved by the Sales
Channels against the Sales Channel Id.
• NMS Provides the access through various interfaces like Web, SMS, CRM and Self Care.
• CRM and Self Care integrates to Inventory Web Services via EAI in order to access the
Inventories stored in Kenan.
• NMS Provides various Search Options like Pattern Based/ Complete Number Search,
Search on Sum of All Digits and Search Based on Sum of last 5 Digits of Number (for
MSISDN Numbers only).
• Series Based Search and booking of numbers
• Unbooking numbers that are wrongly reserved via SMS.
CRM
 Project Introduction – Key Objectives
To enhance this competitive advantage Bharti wishes to become “a globally admired telecom
company that delights customers”.
- The enterprise wide CRM journey would enable BTVL realize its vision through …

 360 degree customer view across BTVL and

functions
Customer Delight
 Process standardization for consistent
customer experience across organizational
touch points and all Lines of Business

Employee  Availability of information to manage

CRM Objectives
Empowerment customer interactions across touch points

 Process automation
 Improvement in key metrics like FTR’s and
Operational Ease
and Efficiency Interaction handling times.
 Rationalization of customer facing IT
applications
Project Introduction - Scope

The CRM project would be challenging owing to its scale and complexity…

CRM Coverage Overview

Mobility (Post paid)

Fixed Line
Business Units
Airtel Enterprise Services
Long Distance Services

Functional Marketing, Sales, Order Entry and Customer Service

Call Centers, Airtel Relationship Centers, Lobbies, Other

Partners
Tier 1 Sales Channel Partners

Approx. 20,000 Users (Go Live)

User Base
(Projected)
6 Million mobile
Number of Customers
2.5 Million Broadband & Telephone
Key Benefits – Sales

 Enterprise view of the customer for standardized sales experience

across touch points
Customer Delight
 Improved interactions and response mechanism enabled through
appropriate information handling

 Immediate assignment of leads to appropriate Sales Team/person

 Daily Sales Report tracking
Employee
 Managing Targets vs. Achievements vs. Pipeline
Productivity
 Facilitate scheduling of sales visits and activities
 Provide access to sales support knowledge

 Enable capture of sales leads across LoBs, prevent lead leakages

Operational Ease  Enable automation of tasks e.g. lead assignment, qualifications etc
& Efficiency  Reduced response time
 Monitoring of SLAs and escalation handling
 CRM Sales process coverage
The coverage of sales processes in the pilot is as shown..

Level 0 Sales

Level 1 Target Setting,

Territory Account Lead
Review & Sales Support
Management Management Management
Incentives

Level 2 Territory Account Creation Knowledge

Create Lead Target Setting
Definitions & Review Repository
Account
Territory Performance
Profiling / Assign Lead
Parameters Monitoring
Planning
Territory
Qualify Pipeline Analysis
Allocation

Process Lead

Close Lead
Objective of Territory Management
• Define territory at the atomic level for various products and segments .
• The atomic unit would be linked across the relevant chain. E.g.: Pin code to zone to
city to circle to region etc
• Map relevant parameters defining a territory
• Assign a sales team and structure to a territory
• Link territory to customers and customer behavior
• Provide for automatic assignments, alerts, notifications on defined criteria
• Report linking customer behavior to the territory which would help take further
decisions .
 Objective of Account Management

• Creating an account, assessing the potential of an account, categorizing an account,

assigning an account to an account manager / sales team, profiling of the account
and reviewing current & potential leads in the account.
• Capturing details of periodic analysis such as Telecom audit, infrastructure analysis
etc done to identify the sales/revenue potential in the account and to asses Bharti’s
capability to service the customer.
• Capturing of account specific plan highlighting the need of the customers,
corresponding leads and the expected time frame for conversion.
 Objective of CRM Lead Management

• Create Lead - covers the capture of info in CRM required for the creation of a lead
• Assign Lead - comprises steps involving the assignment of a lead to the concerned
lead owner based on the rules of assignment. Lead may be manually reassigned to
a new owner if required.
• Qualify Lead – Depending on certain parameters like Network coverage, customer
profile, customer site readiness the qualification is done. Depending upon the
results, qualification failure tasks may be initiated wherever required; or the lead
could pass on to the processing / closure stage
 Objective of CRM Lead Management –
Contnd…
• Process Lead - The process spans the explanation of product/ services/ price/
solution provisions, negotiation with the prospect, customization of offer (if any),
quote / proposal generation and dispatch and the collection of all documents that are
required to activate the prospect.
• Close Lead - The process describes the steps involved in closure of a lead either as
won or lost including capturing the reasons for loss for lost leads. The reasons
captured would help in analysis and assist in future corrections.
 Target setting, incentive and Review

• Uploading of tergets across various products and segments

• Monitoring performance against targets at different points of time
• Gap analysis between target and actual performance on periodic
basis and notification to sales team accordingly
• Incentive calculation based on target achievement
 Objective of Sales support module

• Creation of knowledge basis

• Uploading of informaion on different areas required to run Sales
processes, like products and schemes, documentation required,
account management , handling competition activities etc.
• Use of knowledge repository for Sales training and certification
purpose
Key Benefits – Marketing

 Efficient interaction handling through 360° view of the customer

 Improved Information Dissemination through multiple channels
Customer
 Integrated Response Management across communication channels
Delight
 Elimination, reduction in repeat or inappropriate campaigns or programs
 Customer handholding, development & problem management programs

 Knowledge repository for campaign collaterals, competition products etc.

Employee  Guided scripts, call allocations, queuing & integrated outbound dialing
Productivity
 Automated workflows as per defined business rules across all processes
 Online Status tracking across locations & departments

 System Enabled processes for campaign design, approval & execution

Operational  Visibility of budget utilization up to the campaign level
Ease &  Reusability of Campaign Collaterals (Template or Scripts)
Efficiency  Campaign tracking across multiple channels & generation of follow-up tasks
 Ability to plan campaign schedules and priority
 CRM Marketing Process
Coverage

Level 0 Marketing

New Object Launch - Customer

Direct Campaign Direct Event
Level 1 Product, Plan or Information
Management Management
Scheme Management

Level 2
New Product Launch Create Information Campaign Definition Event Planning

New Scheme Launch Update Information Campaign Budget Event Execution

Campaign Execution Event Tracking

Campaign Tracking
Product launch module

• Allows a new product/scheme to be entered into the system

mentioning LOB, vertical (like roaming, VAS etc.) , customer
segment , region or circle , budget for the product.
• Creation of a Marketing team for a particular product.
• Attaching the PCN document with the particular product created in
the system.
• Approval of product as per pre-defined workflow which may be
different for different LOBs .
• Repository is maintained for all products launched across all circles
which can be viewed for reference.
• Automatic SMS/Email notification for pending tasks /approvals
Customer Informaion Management
 Captures two types of data :
 External data obtained from the customer or other external
sources. Example: Customer Business details, Contact details,
Customer Preference, etc. which can only be provided by the
customer.
 Internal data generated from the internal systems. Example:
Number of accounts ,Usage History, Payment History,
Complaints History, Repeat Purchase History etc.
 Several customer benefit program can be designed depending
on data from CIS
 Prompt delivery of marketing data and quick analysis with less
dependency.
Campaign Management module
Contains the following -
• Campaign definition : covers the description, classification and
positioning of campaigns
• Campaign design & approval : includes definition and approval of
campaign objectives, target customer segment, offers , budgets
and execution schedules.
• List and Triggers : involves the process of defining target
customer criteria and finalization of the target customer list by
applying de-duplication and filtering criteria .
• Campaign Execution : It covers the series of steps that are
performed in executing the campaign to a defined target of
customers through multiple channels(like SMS, emails, fax etc.)
across in-house and outsourced agencies
Campaign management – Contnd…

• Campaign Result Tracking & Feedback : The process of campaign

result tracking & feedback covers the series of steps that are
performed to track the campaign results , efficiencies, customer
responses to the campaign and sharing of feedback across the
organisation .

• NOTE : The process of planning, executing and tracking mass media

campaigns for increasing brand awareness are not within the scope of
the Enterprise CRM project
 Direct (Sales) Events Management
What is Direct event ?

events that are organized by the Marketing, Sales, Channel

Management Team or Customer Care for acquiring or servicing
specific customer segments. Examples :
Service Camps
Special shows such as movie screenings, music concerts, fashion
shows etc
CIO Conclave for the Corporate segment
Customer Contact Program
Invitation to the Airtel Connects for Demo of Broadband Products,
BlackBerry or GPRS
 Key Benefits – Order Entry

 Single order entry for multiple products / location across circles.

 Reduction in erroneous provisioning enforced due to well defined product rules
 Reduced document requirements
Customer Delight
- for multi product & multi location orders
- for existing customers orders
 Order status tracking during fulfilment (as per milestones in EAI-OM)

 Single application for Sales and Order Entry

Employee  Parallel initiation of order processing & approvals reduces Order Activation time
Productivity  Comprehensive Product information to simplify order entry of solutions
 Uploaded documents available for validation post order entry

 Automatic assignment of tasks and escalation management

 Enable complete view of the customer and status of subscribed services
Operational Ease
 Predefined Validations for the order based on business rules
& Efficiency
 Validation tasks, Approvals triggered automatically on order submission
 Integration results in man power efforts reduction & processing time requirements
Key Benefits – Service

 Enable ‘enterprise’ view of the customer for efficient interaction handling

 Enhancing quality of resolution (especially for complex scenarios)
Customer Delight
 Standardized call handling process for Mobility, ABTS and Data Products
leading to consistency in service and enhanced customer experience

 Enable reduction in call handling time

Employee
 Assist in increasing the % of FTR’s (First Time Resolutions)
Productivity
 Improving efficiency and effectiveness of customer facing service capabilities

 Single application for handling service processes across Mobility, ABTS, AES
and LDS
Operational Ease
 Providing integration with a number of other applications
& Efficiency
 Automated creation and assignment of single / multiple tasks
 Monitoring of SLA’s and corresponding automated escalation mechanism
Project Approach

• Our implementation will be based on 3 major rolling waves

Mobility AES LDS Fixed Line
• Sales • Sales • Sales • Sales
Wave • Integration with • Integration with • Integration with • Integration with
1 relevant applications relevant applications relevant relevant
applications applications

• Marketing • Marketing • Marketing • Marketing

Wave • Integration with • Service (Data, F.L.) • Service • Service

relevant applications
2 • Integration with OPMS • Integration with • Integration with
& relevant applications relevant relevant
applications applications
• Service • Service (Mobility) • Order Entry • Order Entry
• Order Entry • Order Entry • Integrated with • Integrated with
Metasolv & other EAI OM & other
Wave • Integrated with EAI • Integrated with relevant relevant
OM & other relevant Metasolv, EAI OM & applications applications
3 applications other relevant
applications
Self Care
Key Business Objectives

 Single platform and unified portal for Customer Self-Service across

BTVL LOBs (Mobility, ABTS, ALDS, AES)
 Reduce operational cost of customer service
 Self-Service through multiple channels: WEB, IVR, SMS, Kisok, WAP,
Blackberry, USSD
 Using menu-based SMS capabilities for enabling Self Care from
handset
 Enhanced SLA and reduced errors by automating business processes
 Robust, long term, stable and scalable EAI based IT architecture for
plug-and-play of legacy and future systems
 Reduced time to market for new customer related services through
easy integration of systems with EAI hub
 Improved competitiveness in the marketplace
 Functionality covered in Selfcare Phase-1

LOB Coverage Bill View PDF Bill

 Self-Service for  Invoice Summary  On-demand Bill by
ABTS and  Itemized Data email
 Post-paid subscriber  Roaming Detail  Print, Save, email bill
base of Mobility  Usage Analysis etc  Subscription for Bill
by email

Online Payment
Channel Coverage Account Detail
 Master / Visa / Diners
 Self-Service through  Payment History
Credit Card
multiple channels:  Citibank Debit Card  Account Statement
WEB, IVR, SMS  View & update profile
 Net Banking Interface
 Using Menu and Text
 LAPU for post-paid details
based SMS
capabilities for
enabling Self Care Miscellaneous
from handset Complaint Management  Admin & CSR
 Trouble Ticket Functionality
Creation  Semi-automated
 View Service Provisioning
 Status enquiry (WIP for Mobility)
 Technical coverage in Selfcare Phase-1

EAI Backbone Setup Unified Portal OSS/ BSS Integration

 Set up robust and  Created single  Kenan BP x 2
scalable EAI back- platform and unified  Kenan OM
bone for future  CRM
portal for Customer
 To be used by EAI,  CMS x 7
Self-Service for
EAI-OM and all EAI  Call Flow
Mobility and ABTS
initiatives at BTVL  BCV
 Multiple instances of
IVRs and SMSCs
Security Framework Payment Gateway Integration
 Setup Robust  CitiBank
security and  Netbanking
authentication
 LAPU
framework
 Will be extended for
single sign-on
enterprise wide
 Overview of Scope: Selfcare Phase-2: Mobility
Service Provisioning Corporate Care Pre-Paid Care
 View Subscribed &  Self Provisioning  Account view
Offered VAS  Telecom Audit Analysis  Itemized View
 Activate & Deactivate  Corporate Directory  Recharge facility &
VAS  Internal Credit Limit Alarm History
 Bill Plan change  First time Activation etc.  Pre-to-Post
 Try & Buy, Gift VAS Conversion
 Change of Mobile No,  Toppings / Bill Plan
Bill Cycle change / Friends &
 Friends & Family Portal Enhancement Family
 Safe Custody etc.  Cross-Sell & Up-Sell  Balance Transfer
messaging
 Enhanced customer profile
view
 View handset details

Reward & Loyalty Program Billing Enhancement

 No-to-Name Tagging
 For Paper Bill
Discontinuation Payment  Personal List –
 View Reward Points Define, Update, View
 AMEX Card Payment
 Overview of Scope: Selfcare Phase-2: AES

Information Viewing Complaint Management Order Logging

 Bill & Account View  Create TT  Additional Link
 Circuit List  View Status Request
 Circuit Detail  View TT History  Link Shifting Request
 Planned Outages  View Resolution  Link Upgrade /
 Project Status Details Downgrade Request
 Credit Limit Alert  Re-raise TT  Order Status &
 A/C Manager details  Provide Feedback History etc.
etc. etc.

Performance Reports
 Uptime Report
 IP Report
 Looking Glass
 Overview of Scope: Selfcare Phase-2: Generic

Portal Enhancement UI Revamping Billing Enhancement

 Look & Feel  Graphical Bill
 Portal
 Navigation Flow Analysis
Personalization
 Sorting on Header  Best Plan Analyzer
 Dashboard
 Registration
Enhancement
 Audit Trail Additional Channel Support
 Guided Tour  Kiosk
 Channel Partner  Blackberry
Locator  WAP
 Customer Feedback  USSD
 Forms Download
 Instrument Details
 Inbox
 Customer Dialog Alerts
 Bill by Fax
 Subscription to Alerts
 View Alert List
Overview of Scope: Selfcare Phase-2: Key
Integration
 eCRM (will replace existing integration with Mobility CRM, ABTS CMS and Call
Flow)
 Kenan FX (will replace integration with Mobility & ABTS Kenan BP, OPMS)
 EAI-OM via eCRM (will replace Kenan OM integration)
 NMS
 GIS
 MetaSolv
 Audio / Video Bridge
 Non-Arbor based VAS Systems
 IVRS
 SMSC
 USSD
 AMEX Payment Gateway
Timeline & Drop-wise Contents: Phase 2a
Timeline & Drop-wise Contents: Phase 2b

2b:
Timeline & Drop-wise Contents: Phase 2c
Timeline & Drop-wise Contents: Phase 2d

Will look at feasibility of scheduling this in sub-phase 2b

Will require standardization / centralization of currently disparate and decentralized directories
across circles
Order Fulfillment
Introduction to Bharti Enterprise Order
Fulfillment Project
The enterprise wide Order Fulfillment project is challenging owing to its
scale and complexity

Order Fulfillment Coverage Overview

Mobility (Post paid)
Fixed Line + Lease Line (Post paid)
Business Units Airtel Enterprise Services (Voice/DSL)
Long Distance Services and Airtel Enterprise Services
Data Products to be supported by Metasolv

Functional New Orders, Change Orders

Partners Back Office Operations

5 Million mobile
Number of Customers
2.5 Million Broadband & Telephone
 Order gets entered
CIRCLE Specific GIS

in Front
NMS
Office
CRM Self Care Applications
NMS
NMS
SMS
G/W
Email
G/W
NMS
GIS

OFL001 OFL004 OFL005

OFL002

Order Fulfillment Hub on EAI ( WBI SF / WPC / WAS )

OFL006 OFL010
OFL007 OFL008
NMS
NMS ARBOR / FX
NMS
NMS
OSS
( DSL )
Common
Comptel FSS
Payment
SAS SPP
System
Process DB
NMS Work Lists
NMS N/W Nodes : HLR, BB, MMSC, Alert Eng, VCC, CRBT
NMS Business
NMS/ DSLAM
LDAP Rules
/ ERX Repository

CIRCLE Specific DSL Nodes LDAP

Profiles
 StepOrchestrates
OF 2
3 Order Provisioning
1 : Status and Integrates
Update
Entry
CIRCLE Specific GIS

NMS
NMS SMS Email
CRM Self Care
NMS G/W G/W
NMS
GIS

Order Fulfillment Hub on EAI ( WBI SF / WPC / WAS )

NMS
NMS ARBOR / FX
NMS
NMS
OSS
( DSL )
Common
Comptel FSS
Payment
SAS SPP
System
Process DB
NMS Work Lists
NMS N/W Nodes : HLR, BB, MMSC, Alert Eng, VCC, CRBT
NMS Business
NMS/ DSLAM
LDAP Rules
/ ERX Repository

CIRCLE Specific DSL Nodes LDAP

Profiles
Definitions

• New Order
- These are the fresh orders where the customer has chosen to
subscribe to the products offered and request has been received to
perform the fulfillment.

• Change Order
- Any kind of modification which might be required related to the
services availed by the customer after the line activation is termed as
change order.
List of Interfacing Systems

External System Usage

• CU Tag Allocation
GIS Manchitra • DSLAM Port Allocation

CPS (Common Payments System) • Financial Checks

• Inventory Allocation
• SI Creation
Arbor • Provisioning and Billing
• Miscellaneous Operations

• LDAP User Creation

OSS • ERX Provisioning
CRM • To receive the valid order
• To send back the status
• Sales Resolution

Document Management System • To act as a repository for the scanned IFR reports

Email / SMS • For Alerts, Notifications and Escalations

New Order Fulfillment Scenario
Standard 150 Plan (New Activation)

AirtelOne Standard 150 (Delhi)

One Time charges (Fixed)

Activation Charges Rs 250
Member Ship Fees Rs 250
Monthly charges (Fixed)
Bill Plan Charge Rs 51
Monthly Rental Rs 99
Standard Service (Fixed)
Local Voice Standard call charges apply
STD Standard call charges apply
ISD Standard call charges apply
SMS Standard call charges apply
Value Added Service (Optional)
CLIP Rs 50
 CRM - Order Taking
eCRM Order Taking Is to simplify order taking process. A very simple
mock-up of the order taking screen would look like:

CRM Order Taking Screen

Order Info
 GSM Voice MSISDN IMSI
Order Number SEF/PO No Wire line Voice DEL No Attr1
Order Type Sales Agent Code DSL Static IP Attr1

AirtelOne Standard 150

Booking Date Commitment Date
AirtelOne Standard 150

Account Info AirtelOne Standard 249

 CLIP
AirtelOne Standard 399
Name Account Type Local Pack
AirtelOnd Standard 999
STD Pack
Address Segment

Circle Passport No CLIP

Rs 50 per month/-
City Driving Lic No Local pack
Airtel to other local mobiles(non Airtel)at Rs 1/min
Zone/Hub Company Monthly rental Rs 25 per month/-
STD pack
Pin Designation Airtel to other mobiles(non Airtel)& fixed lines nos. at Rs 2/min
Monthly rental Rs 75 per month/-
Account Creation

• CRM will create Account directly Account Order

Account
New

Add
into Kenan/FX via EAI Bus, using Account No

the information capture in the CAF Account Attr 1

form Account Attr 2

• CRM will also create a service Service Order New

order entry and handover the order Account

information to OF for Order Account No

Account Attr 1
Fulfilment. Account Attr 2

- OF will perform order Service Instance

GSM Voice
Add

Add
decomposition base on the inform MSISDN

provided by CRM Service order IMSI

information Bill Plan Add

AirtelOne Standard 150 Add

- Workflow activities will be triggered Options Add

by OF to fulfil the order. CLIP Add

Order Fulfilment – Order Decomposition
Order Decomposition breaks down the respective Billing and Network
Packages
Service Order New AirtelOne Standard 150

One Time Charge Package

Account
Activation Charge (Rs 250)
Account No
Membership Fee (Rs 250)

Account Attr 1 Bill Plan Charge Package 150

Bill Plan Charge 41/-

Account Attr 2
Monthly Rental Charge 99/-
Service Instance Add
VAS Package

GSM Voice Add Local Usage

STD Usage
MSISDN
ISD Usage
IMSI
SMS

Bill Plan Add CLIP (Optional)

AirtelOne Standard 150 Add Network Activation Package

Options Add GSM Voice Provisioning

STD Provisioning
CLIP Add
ISD Provisioning

SMS Provisioning

CLIP Provisioning (Optional)

 Order Fulfilment – Billing/Network Fulfilment
OF creates and submits a service order to Kenan/FX RHT for the
fulfilment of the Billing and Network Fulfilment for ADD
Account No One Time Charge Package Add

FX Service Order Account Attr 1 Activation Charge

Account Info Membership Fee

Service Instance Add Bill Plan Charge Package 150 Add

IMSI Bill Plan Charge

Monthly Rental Charge

MSISDN

VAS Package Add

Loacl Voice

STD

ISD
SMS
CLIP

Network Activation Package Add

GSM Voice Provisioning

STD Provisioning
ISD Provisioning
SMS Provisioning
CLIP Provisioning
Order Status and updates

• Oracle CRM will maintain the Party

status and receives feedback
from OF on the various stages of
Order Fulfilment Account

Account No

• After an order is Fulfilled, a Account Attr 1

Installed Base item is created in Account Attr 2

Oracle CRM. Install base (IB) Service Instance

represents the Service profile, GSM Voice

containing the essential MSISDN

information, in this example: IMSI

- GSM Voice : MSISDN/IMSI Bill Plan

- Bill Plan Packages AirtelOne Standard 150

Options
- Optional Items
CLIP
Benefits – Process Aspect

• Converged Processes
- Streamlined and Consistent processes across circles and lines of business
• Reduced turnaround time
- Automation: Significant number of process steps turned automatic ensure
accuracy and integrity of data
- Parallel Processing: Tasks executed in parallel compared to sequential
activities in existing systems
• Reporting
- MIS reports generation and analysis data retrieved from central repository
• Fast Resolution and Rollout
- Quick resolution of Bottlenecks and process efficiencies gained quickly by
analysis of generated data.
Benefits – Configuration

• Automated Arbor Transactions

- Automated Retrieval and Blocking of Logical Inventory
- Automated EQN Retrieval and Blocking
- SI Creation and Auto packaging of provision-able components
- SI Creation and Auto packaging being completely automated will ensure
drastic reduction in time over that is being managed from and within
ARBOR/FX.
- VAS Provisioning
- Automated provisioning of requested VASs in Arbor / FX
- Corridor Plan Provisioning
- Automated provisioning of Corridor Plans
Benefits – Activation

• Automated Arbor Transactions

- Activation
- Automated packaging of billing components
• Automated Service Bar and Resume
- Service Bar and Resume will happen automatically based upon the
triggers from payments system about Cheque Bounce, Payment
Posting etc.
RMS
How RMS Solution work?

• Changes made in Oracle Database are captured in logs

• Logs are moved to other location(archieved)once its reach to a predefined size.
• Now RMS Archived Logs read by Oracle Logminer utility and report relevant data is
provided to RMS processes.
• Reports are divided in different modules. A module can cater one or many reports E.g.
Billing Module can cater billing reports and Payment module can cater payment
reports.
• Report relevant data provided is manipulated and grouped by RMS Processes in
different modules.
• Report Datamart tables are created as per modules.
• Data grouped in different modules are populated in report datamart table by RMS
processes.
How New RMS solution helps business….

• Using Logminer the new solution can provide reports in near real time (Expected delay of 2 to
4 Hrs ).Present delay is 24 Hrs.
• RMS will give more Data Security by restricting User Group from accessing certain crucial data
beyond their Role. This is managed by assigning Roles/access to RMS users.
• Pre defined reports can have meaningful Graphical Representation by using Crystal Reports
features.This will reduce reworking carried out by the end user after receiving a data dump.
• Users have an option of generating Reports in CSV format based on their assigned Roles in
RMS.
• Reports have been generated at client mechine hence faster Report generation.
• This Solution will store Predefined Reports relevant Data in Datamart, will enable certain users
to pick and choose data fields and generate ADHOC reports based on their
requirement(Phase-2).
• Online accessibility of last 3months data at any point of time.
• New Report designing can much faster compare to BRIO report designer.
LTRA Phase 2
Telecom Revenue Assurance - Industry Facts

Giga estimates revenue loss due to revenue leakage reaches 7% -

15% of Telecom Revenue

According to Gartner Group: about 2% - 5% of all services delivered

by the world's largest incumbent telecom providers remain unbilled
because of inefficient or misaligned back-office systems and processes

According to OSS experts, 3% - 7% of total traffic is lost or uncharged

 Revenue Leakage areas

Records Too
Late to Bill Debt Write Off
Corrupted 7%
Calls
16%
8% 59% of all
Record revenue
Creation
Failures 9% leakage
involves
14% Fraud
billing
Incorrect 10% records!
SOURCE: Phillips Group
Rating

10%
12%
14%
Lost Records Error Files

IncompleteRecords
Business Benefits
• Phase1 (Switch-Mediation-Billing-IN-Roaming-Interconnect)
Instantaneous alerting of financial risks and faster resolution of issues
Insight into Mediation Business Rules and Validation & Access to Complete Arbor and Intec CDRs
Parallel and independent analysis of usage throughout revenue chain
Single click for Total Leakage for all KPIs company-wide
• Phase 2 (HLR-Network Configuration-SGSN-DSL)
Single view of all subscribers provisioned
Service Level Reconciliation and Revenue Target Analysis for cross selling and up selling
Accurate view of up to date Subscribers across the network
Reduce Churn and increase lifetime customer value
• Phase 3 (Probes-Rerating-Test Call Generator)
Revenue Maximization through Re-rating analysis
Recapture of Potential Revenue loss through network analysis of Test call scenarios
SS7 level analysis and identification of revenue loss through CDRs not generated
• Phase 4 (Presentation-Data Mining)
Web-based Dashboard
Independent Enterprise Reporting on total revenue generating activity
Global Assessment of compliance to enterprise risk and control framework
 Revenue Assurance –- Financial Benefits

 Reduce number of  Better upfront

unbilled events vetting of new  Accelerated cash  Process
 Improve billing customers collection Improvement
accuracy  Proactive customer  Prompt resolution of  Deployment of
 Tighter end to end risk management disputes specific software
processes and  Improved collections solutions
controls activity

Increased Reduced Cost of Working Capital / Operating Cost

Revenue Bad Debt Interest Benefit Reduction

P&L Benefit
Process Driven Approach - Benefits

Faster Revenue
Process-driven revenue Recapture
High assurance
Cross-selling/
Lifetime value of customer

Unparalleled flexibility enables Up-selling

multiple uses of collected data,
control over critical business New Service
processes and optimum Delivery
operational performance. Churn
Reduction

Switch-to-Bill
Addressing revenue leakage

Interconnect The process of identifying,

reporting, correcting and
preventing the loss of billable
revenue caused by system
IN/Prepay glitches, poor integration and
broken processes.

Low Roaming
Technical Advantages
• Scalable
- Sized for growth for approximately 500M+ CDR volumes and 25M+
Subscribers
- Architecture allows for addition of new circles and properties/ business units
• Future proof
- Standards Based (J2EE, XML etc…)
- 3 tier Architecture
- Number Portability
• Telecom Specific Data Model
- Designed to handle all types of xDRs and data types
- Optimized for efficient processing, storage and retrieval of large volumes of
data
• Enterprise RA Solution
- Centralized view of expansive, distributed revenue chain
Enterprise Revenue Assurance Deployment
BIF
Proposed Architecture -IT Benefits

Proposed Architecture -IT Benefits

• Centralized Architecture : Circle Level Printer level programs
would become redundant and huge maintenance associated with
these programs will be eliminated.

• Parsing/Processing : Parsing programs at Self Care, CRM will no

longer be needed and would be taken care by BIF Tool.

• Archival : Would be centralized resulting into sunset of number of

circle specific archival system and their maintenance.
Proposed Architecture -Business Benefits

Proposed Architecture -Business Benefits

• Easy Invoice Formatting with extremely low time to market.

• Centralized Invoice Repository.

• Centralized system for PS file generation including images and

dynamic message embedding on invoice, supporting the
business requirement of respective circles.

• As is - Duplicate Invoice generation is supported

 Implementation -Phases

• Four phases.
Implementation -Phases

Phase –1 Customers subscribing to Toggle Plan only - Running Phase

Phase –LDS For all Customers, u/s Interface for AES-Carriers is FX – End Feb-07

Phase -2 For all Customers, u/s Interface with Kenan 10.x – Mid May 07

Phase –3a For all Customers, u/s Interface for Infotel is FX – Mid July -07

Phase –3b For all Customers, u/s Interface for both Infotel & Mobility is FX – Mid July -07
Project Key milestones & Status
%compliti

100
on

50

0
BRD
As-Is Process Doc&To-Be Process Doc
IPA & Project Plan/Solutioning
Build
Detailed Project Rolout Plan/Checklist
Hardware availability
Fx Installation - Production
Unit Testing
Volume Run
Dry Run(3)Production
End User Training/Ops Team training
System Integration Testing
UAT Sign Off,Bug fixing
SOP/User Manual readiness
Fallback Plan(1 month in advance from cut-over)
Preaparation & Go Live
Activities Planed
Activities at Circle Level

• Creating Product Catelogue (completed)

Proposed
• Creating rules Architecture
for database -IT Benefits
demographical cleanups (Trilum)
• Product Catelogue Signoff from local RAD & Mktg Team.
• Minor Cleanup Activities (pincode cleanup/corridor entry
cleanup/inactive comp cleanup).
• Product Catelog Cleanups (ongoing activity till migration, any
mismatch in the catalog created and the data (pkg & comps) in
kenan).
Activities at MO Level

• OperationProposed Architecture
Cleanup (IT Related) multiple-IT Benefits
account/accounts
haveing invalid hireacy/TD-PD issues/unused products
• Major Cleanup Activities (Standadisation of Pakage &
Components/Process Standadisation/National Family Plan.
• Followup & support to clrcle for cleanup activities.
• Checking of screens and workflow in CRM & Arbor FX
• UAT signoffs
• Training & User Manual
Training

• Training in 12 Groups :
• Group 1 - Call Center - Voice CSR
• Group 2
Proposed
-
Architecture -IT Benefits
Call Center - Non Voice CSR
• Group 3 - Outbound CSR
• Group 4 - Call Center Supervisor (Voice, Non Voice, Outbound)
• Group 5 - QRC User
• Group 6 - ARC User
• Group 7 - Complaint Coordinator
• Group 8 - Provisioning Coordinator
• Group 9 - AVCV Coordinator
• Group 10 - FMS Coordinator
• Group 11 - Document Check Coordinator
• Group 12 - Collections & Customer Accounting
Training

S.No Role/User Group Applications Modules

Contact Center

1
Proposed Architecture -IT Benefits
Call Center - Voice CSR
CRM
Customer Information Management (CIM)
Knowledge Management (KM)
Change Orders
CTI CTI
Contact Center
Customer Information Management (CIM)
Knowledge Management (KM)
2 Call Center - Non Voice CSR CRM Change Orders
SMS
Email Center
Bulk Utilities

Contact Center
Customer Information Management (CIM)
3 Outbound CSR CRM Universal Work Queue (UWQ)
Knowledge Management (KM)
Change Orders
Contact Center
Customer Information Management (CIM)
Knowledge Management (KM)
Change Orders
Call Center Supervisor (Voice, Non Voice, CRM
4 Reports
Outbound) Bulk Utilities
SMS
Email Center
CTI CTI

Contact Center
Customer Information Management (CIM)
Universal Work Queue (UWQ)
5 QRC Users CRM Knowledge Management (KM)
Change Orders
Reports
Bulk Utilities
Training

S.No Role/User Group Applications Modules

Contact Center
Customer Information Management (CIM)

6
Proposed Architecture -IT Benefits
ARC Users (CSR & Supervisors)
CRM
NMS
Knowledge Management (KM)
Change Orders
New CAF & New Order
CPS
NMS
CPS
Reports

Contact Center
Customer Information Management (CIM)
Universal Work Queue (UWQ)
7 Complaint Coordinator CRM
Knowledge Management (KM)
Bulk Utilities
Reports

Contact Center
Customer Information Management (CIM)
Universal Work Queue (UWQ)
CRM Change Orders
8 Provisioning Coordinator NMS New CAF & New Order
CPS Bulk Utilities
Reports
CPS
NMS

9 AVCV Coordinator CRM Universal Work Queue (UWQ)

10 FMS Coordinator CRM Universal Work Queue (UWQ)
11 Document Check Coordinator CRM Universal Work Queue (UWQ)

Contact Center
Customer Information Management (CIM)
Universal Work Queue (UWQ)
CRM
12 Collections & Customer Accounting Coordinator Change Orders
CPS
Bulk Utilities
Reports
CPS
Thanks