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Managed services. preparing for market convergence (mswc 2011)
- 1. Preparing for Market Convergence 5th Managed Services World Congress Berlin, September 22th Raúl Zamorano S.A. / Telefónica España S.A. 0 Telefónica Servicios Audiovisuales raul.zamorano@telefonica.es Título de la ponencia / Otros datos de interés / 26-01-2010 @JRaulZamorano Area 0 Company name
- 2. About myself and the company I work for… Area @JRaulZamorano Company name
- 3. Where do we come from? The changing role of the IT services Today 80’s Operational Cost savings Spesialisation Transformation The new technologic wave will deliver its fruits under this managed services paradigm Source: Michael Corbett, 10 years of outsourcing Area @JRaulZamorano Company name
- 4. The operators of today and challenges ahead The opportunity Differentiation New digital businesses Pace of change only achievable by means of strategic outsourcing Technology landscape Macroeconomic environment (Cloud, M2M…) Competitive landscape Huge Data consumption growth High demanding customers The challenges Networks, Systems and Processes Unending products and All possible services Channels portfolio Huge customer base Customer services The capabilities Area @JRaulZamorano Company name
- 5. Operators offering managed services. The channel effect Who will succeed in Managed Services (survey perfomed to 300 MSPs) src. Channel Insider (2009) Size of companies consuming Managed Services Why don’t you outsource all of your IT? 40% 75% src. Channel Insider (2009) Area Src. Savvy to IT deprmts (2010) Company name
- 6. But, this is not new, what are last years learnt lessons in delivering Managed Services in the Telco space? Area @JRaulZamorano Company name
- 7. Business models and the consultative approach Don´t mess up, put your numbers right Complexity In case of doubt, simple comes first «All you can eat» Ask for and provide clarity Beware of black boxes Signing up Write, write, write it down and share it The pressures… The best practices Always keep the right balance Area @JRaulZamorano Company name
- 8. Trial, training and ongoing operation Accelerate learning phases and improve as you walk Designing Operating phase phase Managed services are above all services, and they’re alive! Train regularly Trial yourself Measure Choose the right before going all-in constantly people Customer Satisfaction Meet the standards And make Survey, improvements asking for feedback Area @JRaulZamorano Company name
- 9. Customer Services challenges for Operators Operators are the only entry point for a myriad of services Complex and dynamic More Sophisticated Offer Customers Multilayer vs Multiskill? Cost Control Own resources Vs Externalised Customer Satisfaction Social lifes, professional made Form factors, apps, easy, consumerisation smartphones, data bundles Help vs Sell Massive inquiries and unpredictable Network failures Big events Area @JRaulZamorano Company name
- 10. Operator’s Customer Services evolution And old plain IVR based support ain´t working anymore… Source: Ovum / Genesys Survey 2009, “Consumer Preferences in Contract Centre Interactions” Partners need to understand this change and adapt Human Digital Assisstant Multichannel Self care CS as another done right selling channel One to many support (Twitter & Webchat) Area @JRaulZamorano Company name
- 11. Few ideas to take away… 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 Area @JRaulZamorano Company name
- 12. Thank you! Raúl Zamorano raul.zamorano@telefonica.es @JRaulZamorano Area Company name