A New Age of Outcomes

Using Transformation-as-a-Service in Managed Services to improve Customer Management The traditional telecom service provider (TSP) is losing control. Customers are becoming more belligerent and competition is more intense, both...
A TM Forum Publication

Using Transformation-as-a-Service in Managed Services to improve Customer Management

The traditional telecom service provider (TSP) is losing control. Customers are becoming more belligerent and competition is more intense, both in products and price, which is almost or at parity through competition with class competitors and OTT players.
Telecom operators are increasingly challenged by their ability to treat different customers “appropriately”. The immediate mitigating actions needed to manage customer problems are increasingly mired in a short-term focus, which must change. The challenge scenery is consistent in all markets we have engaged in globally, with the exception of a few markets with no competition. But this scenery will get complex and even volatile, given the transformation from telecom services to communication services, the latter being a true enabler of ubiquity, agility and flexibility.

Managed Services (MS) has long focused, or indeed emerged from cost-optimization concerns. Managed Services Providers (MSPs), in their quest to deliver cost savings, seek optimized business models, including off-shoring and “body shopping,” to become enablers of organization optimization. The missing piece, however, has been aligning technology outsourcing initiatives to harness the value in a holistic Customer Relationship Management (CRM) program.

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A TM Forum Publication

Exhibit – A New Age of Outcome based Managed Service

 

 

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