Webinar: charging and billing for the digital economy
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As the digital economy expands with the rise of LTE, operators continuously seek innovation to better serve customers and compete. This is driving ever more sophisticated charging and billing requirements, challenging legacy infrastructures. In this webinar slides, Corine Suscens from Openet and Telecom Guru, Tony Poulos examine key strategies for operators to innovate and compete in the LTE era. The webinar presents insights on Charging and Billing for the Digital Economy, gathered from over 80 operators worldwide. It discusses: •The future for traditional billing and IN charging •Top strategies to innovate and accelerate time to market •Successful strategies to build loyalty and increase ARPU •Key statistics, use cases and real world examples View the actual webinar at http://www.tmforum.org/RegisterforaWebinar/ChargingandBilling/53519/article.html
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Webinar: charging and billing for the digital economy
- 1. © 2013 TM Forum | 1 inform innovate accelerate optimize Charging & Billing for the Digital Economy Sponsored by:
- 2. © 2013 TM Forum | 2 V2013.3 Today’s speakers Tony Poulos Market Strategist, Editor IRM Newsletter & Channels TM Forum Corine Suscens Senior Marketing Manager Openet
- 3. Solving three core challenges for any business © 2013 TM Forum | 3 Transform IT & operations to reduce costs, minimize risk and improve time-to-market Agile Business Program Customer Engagement Program Big Data Analytics Maximize market share, customer growth and loyalty Open Digital Program Deliver new services quickly, easily and securely with partners Business Process Optimization Revenue Management Cloud and Virtualization IT & Operations Transformation Big Data Analytics Rapid Partner Onboarding Digital Partner Security Managing Money between Partners End-to-End Service Quality Experience Management Cyber Security Customer Privacy
- 4. © 2013 TM Forum | 4 Industry Context “Over The Top” challenge Emerging technologies Explosion of connected devices
- 5. The ‘Now’ Generation They expect to be connected anytime, anywhere They use the internet in real-time, all the time They expect updates in real-time They expect information in real-time They want to be able to manage their accounts in real-time They buy stuff in real-time CSPs need to have real-time systems in place to make money from new services enabled by high © 2013 TM Forum | 5 speed mobile data
- 6. Operators are asking © 2013 TM Forum | 6 What will be the differentiators? How can we maximize return on 4G/LTE/NGN investments? How can we improve the customer experience? How can we improve our business models? What new opportunities can or should we invest in?
- 7. How the TM Forum can help © 2013 TM Forum | 7 Of course, we have Frameworx Our Collaboration Program Catalyst Program Specialist reports and publications Inside Revenue Management newsletter Blogs Co-operation with industry Thought Leaders
- 8. What does it all mean? © 2013 TM Forum | 8 As always, the measure of our success will not be how many new services and products we devise but how effectively we can generate revenue from them. Effective, accurate and timely charging and billing will be key!
- 9. Webinar: Charging and Billing for the Digital Economy Corine Suscens, Senior Marketing Manager, Openet 23rd October 2013
- 10. Agenda: Charging and Billing for the Digital Economy • The Future for Legacy IN Prepaid Charging and Traditional Billing • Accelerating Innovation and Increasing ARPU in the Digital Economy w w w . o p e n e t . c o m 10 • Research Findings and LTE Operator Case Studies • Research Findings and Operator Examples • Key Use Cases and Operator Success Stories © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 11. w w w . o p e n e t . c o m 11 The Future for Legacy IN Pre-paid Charging and Traditional Billing © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 12. The Future for IN Pre-paid Charging Systems Openet research 2013, 80+ operator respondents • Why are operators replacing IN systems with real-time charging / OCS • Complex, time consuming and costly to charge for data (e.g. data passes, shared • As voice becomes data with VoLTE, IN charging systems are no longer required w w w . o p e n e t . c o m 12 data plans, dynamic pricing models) • Dependency on IN vendors to develop and configure services • High total cost of ownership © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 13. The Future for Traditional Billing Systems • Traditional post-paid billing systems lack real-time capabilities w w w . o p e n e t . c o m 13 • Restricts data innovation • Customers demand immediacy • Silo-based architecture with IN pre-paid charging and post-paid billing systems means: • Slower time to market • No unified view of individual customers • Service restrictions depending on payment type © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only Openet research 2013, 80 operator respondents
- 14. T-Mobile Netherlands: Centralized Real-time Charging (OCS), Replacing IN Pre-paid Charging • OCS to provide one single real-time charging platform for all services: • Solution also includes a Centralised offer catalog • Enabling sophisticated charging models, fast launch of services, reduced complexity/TCO and maximum customer satisfaction • Sample use cases: w w w . o p e n e t . c o m 14 • Post-paid, Pre-paid, Data, Voice, RCS, LTE and all IMS services • Dynamic pricing models • Innovative device plans • Rich customer engagement • Combinations of services for pre-paid and post-paid subscribers © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 15. LTE Operator in North America: Real-time Charging (OCS), Leveraging IN platform to support 3G & 4G services • Convergent pre/post-paid and flexible data charging • Capitalizing on existing infrastructure investment to launch next generation services, accelerate time to market, and offer more flexibility to customers w w w . o p e n e t . c o m 15 © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only • Sample use cases: • In-app charging / billing • Shared data plans • Hybrid pre/post-paid accounts • Real-time usage visibility and notifications • Cross service promotions • Support MVNOs
- 16. w w w . o p e n e t . c o m 16 Accelerating Innovation and Increasing ARPU in the Digital Economy © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 17. w w w . o p e n e t . c o m 17 The Central Role of Real-time Charging in Accelerating Innovation • Real-time charging/OCS capability that is truly flexible and convergent © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only • Innovation • Sophisticated data pricing plans & bundles • Dynamic pricing models • Customer experience • All services to all customers, pre-paid and post-paid • Flexible payment options, hybrid accounts, • Real-time visibility over cost and usage • Cost effectiveness and faster time to market • A single charging platform for all services Openet research 2013, 80 operator respondents
- 18. Further Innovation with Policy Controls Integrated with Charging (PCC) • 73% of operators : PCC is important in enabling innovation • Coordinate network resources with new options for revenue generation • Ensure high quality experience w w w . o p e n e t . c o m 18 • Real-time control, appropriate resource allocation © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only Application specific pricing / Zero rating Data service passes Content led bundles Speed tiers & boost Multi-device & shared data plans VoLTE control & charging Split billing (home/ work) Traffic prioritization: e.g Premium customers Intelligent Wi-Fi offloading & bundles
- 19. The Importance of a Centralised Offer Catalog in Accelerating Time to Market Openet research 2013, 80 operator respondents w w w . o p e n e t . c o m 19 • Create, launch and manage all offers to all customers in a central place • Simplicity and time saving • Rapid campaign and bundle rollout • Example: T-Mobile Netherlands © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 20. Most successful Strategies to Stimulate Loyalty & ARPU: On-Device Purchase and Engagement w w w . o p e n e t . c o m 20 • Real-time, on-device purchase and engagement • Real-time, context-aware offers • Offers with usage alerts • 20% uptake with an operator • Upsell add-ons to base contracts • 60% of Pelephone customers buy data add-ons: 4.1 Euro ARPU lift* • On-device, real-time cost and usage visibility • Operators: revenue maximization and cost savings • Customers: flexibility, convenience, visibility • Requires PCC extended to the device © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 21. Key Use Cases and Operator Success Stories w w w . o p e n e t . c o m 21 © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 22. w w w . o p e n e t . c o m 22 PCC Use Cases Being Rolled Out © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only
- 23. Operator Success Stories: Multi-device & Shared Data Plans • Multiple users and devices can share a common pot of data • Verizon: 30% of accounts on a ‘share everything’ plan • ARPA is up 6.9% • 34.9M retail post-paid accounts: 2.67 w w w . o p e n e t . c o m 23 © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only connections per account • AT&T: almost 10M customers on Mobile Share plans • over 25% of those accounts opting to go with a data plan with 10GB or over Sources: Verizon Q1 2013 report, AT&T Q1 2013 report
- 24. Operator Success Story: Data Service Passes • 10% Conversion to recurring monthly data plans • 26% Growth in data users • 17% Growth in data revenue w w w . o p e n e t . c o m 24 • Data day pass (e.g. 10MB for 1 day) offered to existing customers who don’t have a data plan • Triggered when they try to access data (real-time , context aware offer) • Offer cost control and peace of mind • Increased data revenue and ARPU, cost reduction, customer satisfaction © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only • 98% Reduction in credits for unexpected charges • 120,000 Reduction in customer care calls (per year)
- 25. Operator Success Story: Speed Based Tiers w w w . o p e n e t . c o m 25 © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only • Swisscom – unlimited data with differing speed tiers • Meet customer needs, link network resources to revenue • Overall ARPU growth • Initial expected decline Source: Swisscom investor presentation – Feb 2013
- 26. w w w . o p e n e t . c o m 26 Summary • Traditional IN pre-paid charging and billing to be replaced by real-time charging/OCS • Accelerating data innovation requires: • Real-time charging/OCS - flexible, convergent • Charging integrated with policy control (PCC) • Centralised offer catalog • To stimulate loyalty and ARPU: • Real-time, on-device purchase and customer © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only engagement • Require PCC extended to the device
- 27. w w w . o p e n e t . c o m 27 • Customer base includes the world’s largest service © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only About Openet • Founded 1999 • 960+ employees • 80 customers worldwide, in 32 countries • Offices in Ireland (HQ), US, Brazil, & Malaysia providers (15 with >10m subscribers) • Products and solutions to monitor & control network access, charge in real-time for services, and deliver business insight from network usage data • Market leader in policy & charging control (PCC) software & solutions ‘we make data make money’ …our transaction management software enables the commercialization of network activity
- 28. w w w . o p e n e t . c o m 28 Corine Suscens, Senior Marketing Manager, Openet corine.suscens@openet.com © Copyright 2013 Openet – Company Confidential For Use Under Non-Disclosure Only Thank you Download Research Report: Charging and Billing for the Digital Economy www.openet.com/chargingresearch
- 29. © 2013 TM Forum | 29 V2013.3 Q & As
- 30. © 2013 TM Forum | 30 V2013.3 Today’s speakers Tony Poulos Market Strategist, Editor IRM Newsletter & Channels TM Forum Corine Suscens Senior Marketing Manager Openet
- 31. © 2013 TM Forum | 31 V2013.3 Thank you for taking part
Notes de l'éditeur
- Good morning, good afternoon and good evening and thank you for investing your time today to discuss policy and charging – and more importantly, what’s next.
- Every business in the digital economy today faces three major challenges: How to transform IT and operations to dramatically reduce operating costs through automation; at minimal risk; and in a way that gives the business the agility it needs to get products to market at the speed of disruptive innovators How to build an open digital ecosystem where new services can be delivered quickly, easily and securely with a wide range of business models and partners; How to maximize your market share, customer growth and loyalty. The Forum has three core programs designed to address each of these programs Our Agile Business program (focuses on solving the challenges of established businesses seeking to transform the efficiency of their IT and operations with a low-risk, scalable approach. The program generates and leverages a broad range of expertise, research, best practices and standards proven to improve efficiency and agility through automation, reduction in operating costs; improvement of capital investment efficiency, and reduction in time-to-market.) Our Open Digital Program (focuses on how to enable an open digital ecosystem, seeking to make it simpler to build effective partnerships quickly, securely by exploring the business and technology challenges that make great partnership a challenge to achieve) Our Customer Engagement program (focuses on the challenges of not only finding customers, but retaining and effectively engaging them, moving beyond traditional customer experience metrics and exploring how to enable 1:1 customer engagement and measure what truly matters to your customers;) Across these programs, we offer a variety of knowledge, tools and best practices to solve common issues surrounding: Big Data, Business process optimization, Revenue Management, Cloud and Virtualization, IT and Operations transformation and security, just to name a few.
- “Over the Top” providers challenge traditional voice and messaging services, but offer new opportunities for partnership and increased profit Emerging technologies offer new opportunities for enhanced services, better customer experience, and new offerings Explosion of connected devices, both personal and M2M, enable a range of new mobile retail and wholesale offerings. We are entering a “Connected World” era
- Traditional differentiators (speed, coverage, device selection) are less and less meaningful. How can we better differentiate and compete? How can we maximize return on 4G/LTE/NGN investments? Traditionally interaction with customers is limited to billing or top-up. How can we foster relationships with customers to reduce churn? How can we improve our business models – not just on the retail side, but on the wholesale side? What new opportunities can we invest in?
- Thank you Tony and hello everyone, I am Corine Suscens, Senior Marketing Manager at Openet And I will spend the next 30 minutes or so presenting, how charging and billing are expected to evolve in the digital economy My presentation is mainly based on key findings from recent research, that we carried out with over 80 operators worldwide
- During my presentation, I will cover 3 main points: What’s the future for IN pre-paid charging and traditional billing as LTE expands What are the winning strategies for operators to accelerate innovation and increase ARPU And finally I will focus on key use cases being rolled out and operator success stories
- First let’s have a look into the future for legacy IN pre-paid charging and traditional billing as operators see it
- There has been an on-going debate about IN pre-paid charging platforms and their future in a data centric world. When we actually asked operators what they thought, 70% of them expect IN pre-paid charging systems to be replaced by real-time, online charging systems within the next 4 years. For the majority of operators, this is mainly because IN charging systems were originally designed for traditional voice services. As a result, operators find it complex, time consuming and costly to charge for data using IN systems. This is typically the case for innovative use cases such as data service passes, shared data plans or dynamic pricing models where users can purchase additional services and have them charged and provisioned in real-time Operators also find that they depend on the IN vendor to develop and configure services – which then affects their time to market and give them little flexibility Finally operators view IN systems as very costly to own - they are typically based on proprietary hardware and specific to a single access network technology All of these limitations affect operators ability to fully profit from the data opportunity and prompted many to initiate their replacement with real-time charging systems, designed for data. And actually As Voice becomes data with voice over LTE, IN pre-paid charging systems are no longer required. In my next slide, we will see how operators replacement plans goes beyond IN pre-paid platforms and also affects billing systems
- Again, there has been a lot of discussions around the death of billing systems which Tony is very familiar with. But looking at the facts, it seems that Tony’s predictions were actually correct as 87% of the operators surveyed are telling us that billing systems will be replaced by real-time charging systems, within the next 4 years. One of main reasons for this is the lack of real-time capabilities which then restrict data innovation and their ability to meet their customers’ demand for immediacy The other important point with traditional billing for post-paid on one side, and IN pre-paid charging on the other is that many operators have ended up with silo based architectures, which then resulted in Slower time to market with multiple systems to configure to launch offerings No unified view of individual customers as the customer data is distributed – which then affects customer visibility, customer service, and upselling Silo based architectures also means Service restrictions to customers - with some services like roaming only available for postpaid customers for example or real-time visibility and advice of charge only available for pre-paid customers Knowing these limitations, many operators have already taken steps to evolve their traditional IN charging and billing infrastructures to build a revenue-generating infrastructure based on convergent real-time charging. In my next slides, I will briefly show you two LTE operator examples from Europe and North America
- The most recent example is T-Mobile Netherlands who is implementing an Online Charging System to completely replace their IN pre-paid charging system and have one single real-time charging system for all voice and data services. It’s worth noting that their solution also includes a centralised offer catalog to quickly define and launch services centrally Overall their goal is to enable more sophisticated charging models, launch services faster, reduce complexity and cost and maximize customer satisfaction Among other use cases, the solution will enable Dynamic pricing models Innovative device plans Rich customer engagement Combinations of services for pre-paid and post-paid subscribers My next case study shows a different approach from an LTE operator in North America
- This operator is using OCS to extend their IN platform capability to support 3G & 4G services. Their goal is to capitalize on their existing infrastructure investment to launch next generation services, accelerate time to market, and offer more flexibility to customers Some of the use cases supported include: In-app charging / billing Shared data plans Hybrid pre-paid and post-paid accounts Real-time usage visibility and notifications Cross service promotions Support MVNOs These 2 examples show two different approaches for operators but in the end most operators are saying that traditional IN pre-paid platforms will be replaced. The goal here being to have a more flexible infrastructure that will enable them to accelerate innovation and ARPU - Which is my next chapter
- In this section, I will discuss key strategies to accelerate innovation and increase ARPU in operators’ views
- As we saw before, the future is all about Real-time charging and 79% of operators view it as critical to enable innovation. What they want is a real-time charging capability that is truly flexible and convergent, To enable innovation with sophisticated data pricing plans and bundles, and dynamic pricing models for instance. Convergent, Real-time charging also helps operators to deliver a better customer experience It lifts service restrictions based on payment type and allows all services to be launched to all customers, whether pre-paid or post-paid. It also provides customers the flexibility to use multiple payment options And benefit from real-time visibility over their services and usage, whether pre-paid or post-paid Finally convergent, real-time charging is more cost effective for operators and helps accelerate time to market as they can use a single platform to launch all services. However, to enable many of the sophisticated data use cases that we are seeing today, real-time charging also requires integration with policy control
- In our research 73% of operators view Policy and charging control or PCC as key in enabling innovation PCC enables innovative business models such as multi-device and shared data plans or application specific pricing It also coordinates network resources with new options for revenue generation, such as speed tiers or speed boost And finally with PCC, operators can ensure a high quality of experience through real-time control and appropriate resource allocation – It’s critical for use cases such as traffic prioritization for premium customers, Wi-fi offloading or VoLTE. In my next slide we will see how operators can bring to market all these innovative services, much faster
- In the research, the most successful strategy to accelerate time to market in the view of 79% of operators is to use a centralised offer catalog. This was immediately followed by centralised, convergent charging and the ability to configure offers with minimum involvement from vendors The main benefit of a centralised offer catalog is that it enables operators to create, launch and manage all offers to all customers in a central place - Which greatly simplifies processes and significantly saves time. As a result campaigns and bundles can be rolled out much faster A recent example from my first case study is T-Mobile Netherlands – and we expect many operators to follow. My last point in this section is about stimulating loyalty and ARPU
- The research suggests that the most successful approach to stimulate loyalty and ARPU is to enable customers, to purchase their services directly on the device, and have them provisioned in real time – overall, it’s all about better engaging with customers, in real time, on the device. This means: Sending offers that take into account their personal context in real-time - as an example, a customer attempts to access data without a data plan can trigger a data offer. as we will see later on, this kind of approach is very effective Another effective upselling strategy is simply to combine offers with usage alerts - By doing so, one of Openet’s customers achieved an average of 20% sales conversion rate, simply by up-selling data in combination with threshold alerts Upselling add-ons to base contracts can also be extremely effective in stimulating spend A good example is Pelephone – they offer customers a base plan with modest data allowance – customers can then add as many 5 Euro/month data blocks as they wish. As a result, 60% of their customers buy data add-ons and spend on average an extra 4.1 euros per month An add-on could be an additional package that increases the data volume, or speed or give unlimited access to a specific application such as facebook Last but not least, one of the key strategies for operators to stimulate loyalty, is to offer customers real-time visibility over costs and usage, on the device, through real-time alerts and dashboards, for instance Overall, on-device purchase and engagement enables operators to maximize revenue, by pushing offers at the most opportune time and by enabling instant purchasing anywhere. It also enables them to save costs related to customer services and sales This approach also provides Unprecedented satisfaction for customers by giving them the level of flexibility, convenience and visibility that they crave Engaging with customers this way is a recent area of innovation and requires an extension of PCC to the device
- Now that we’ve seen the critical role of PCC in enabling innovation, let’s have a look at key use cases and operator success stories
- On this slide you can see the most popular use cases being rolled out by operators. The red section represents the proportion of operators who are not planning to offer the related services – the other colours highlight services that operators are offering or wish to offer. I won’t cover all the use cases here – I just want to highlight the top 4 use cases which are: Multi-device plans Data passes Shared data plans And Speed tiers In my next slides I will show you concrete examples and success stories related to these 4 use cases
- Multi device, shared data plans were launched in North America in 2012 and shown great success. They allow multiple users and devices to share a common pot of data, And have resulted in increased data usage and spend Verizon for instance now has 30% of their accounts on a ‘share everything’ plan They now report an average revenue per account (ARPA) which is up 6.9%, and they have 34.9M post-paid accounts with an average of 2.67 connections per account AT&T also reported almost 10M customers on their Mobile Share plans, with over 25% of those accounts opting to go with a data plan with 10GB or over The success of shared data plan in the US is also reaching the rest of the world. In March 2013 for instance, Swedish operator Telia launched their own Mobile Share Plan, Telstra in Australia is planning to do the same, and more operators are expected to follow The next success story is about data service passes
- This case study is about how an operator used data service passes to upsell data services to reluctant customers, and the resulting impact on revenue, customer satisfaction and cost savings. This operator launched data day and week passes combined with real-time alerts, to remove all uncertainty around charging and usage, and encourage customers who didn’t have a data plan to try data services. The way it works is if a customer try to consume any data or application without a data plan, they instantly get a message offering them some data pass options. This is a very good example of real-time, context-aware offer. As a result of this, they converted 10% of their data pass users to recurring monthly data plans; they achieved 26% growth in data users, and 17% growth in data revenue. they also eliminated 98% of credits that mostly went to compensating customers for unexpected charges, and they reduced the number of customer care calls by 120 000 per year. This is saving them tens of millions of dollars, whilst increasing customer satisfaction and, average revenue per user, all thanks to data service passes. My last success story is about speed tiers
- This is an interesting example showing how Swisscom is offering unlimited data but with differing speed and subsequent price. This enables them to meet various customer needs whilst better linking network resources allocated to revenue As a result overall they saw their ARPU grow even though it initially declined as they expected
- To sum it all up. To be successful in the digital era, operators are expected to replace their traditional IN charging and billing systems, originally designed for voice with real-time charging, OCS systems designed for data. A number of operators have actually already initiated this infrastructure evolution and are replacing their traditional IN charging platforms The goal for operator here is to accelerate data service innovation – and in their view the top capabilities they require are A real-time charging capability that is truly flexible and convergent The integration of real-time charging with policy control And a centralised offer catalog to rapidly create and launch all offers The other main goal for operators is to stimulate loyalty and ARPU and in their view One the most successful strategy to achieve this is to enable customers to purchase services in real-time on the device and overall better engage with them on the device to upsell and update them This level of customer engagement requires PCC extended to the device. I will end my presentation with a last slide to briefly introduce Openet to you before we start the Q&A
- For those of you who don’t know Openet, I can sum it up in 5 words, we make data make money. Our transaction management software is used predominantly by tier 1 operators, to monitor and control network access, to perform real-time charging, and to enable network analytics and usage monitoring.
- This is the end of my presentation. Thank you very much for attending. We will now start the Q&A session with Tony
- Good morning, good afternoon and good evening and thank you for investing your time today to discuss policy and charging – and more importantly, what’s next.