Download Toward customer centric convergence Our

Toward customer centric convergence
Our experiences
Jorge Iván Ramírez
Verizon Dominicana
Jun 2006
Agenda
 Our approach: Customer Oriented
Convergence
 Toward convergence:
• Customer knowledge and market
segmentation
• Product portfolio transformation
• Human resources
• Internetworking
• Channel readiness
 Current and expected results
Our approach:
Customer Oriented Convergence
 One customer profile
 Customer in control: self provision, self
managed
 100% network interoperability
 Network based (not terminal based)
applications, built under open standards
 Centralized authentication across networks,
services and applications
 Broadband anywhere, anytime
Full Convergence is a long term endeavor, that requires a complete
business transformation and self indicted creative evolution
Customer oriented convergence
The Model
Business
Environment
The best
An environment
access network
Consumer
Environment
available for
Transport that
whatever the
provides the
user needs to
required QoS
do here and
now
of provision of
services
managing a
unique user
profile
Any Content
Each terminal, anywhere
Each User
 Same experience, same apps and one sign on across multiple networks and devices
 Applications shall be independent from devices and devices from networks
Applications and contents
Same content should be
available in any device
Toward customer
centric convergence
How we have embraced the
path to customer satisfaction
through convergence
What are the customers needs
At Home
Photos
Games &
Entertainment
Voice
Music
Security and child
surveillance
Home Networking
and Internet
What are the customers needs
At Work
Collaboration
Productivity
Tools
100% Uptime
Network
Unified
Communicati
ons
Cost
Management
Exterior
Communicati
on
Security
Toward convergence:
Customer understanding & segmentation
Basic
New
Business
Corporate
Medium
Micro
New
Wireless
Floaters
Internet & Networks
Solutions
Techies
Wireline
Consumers
 Customer segmentation basis:
• Lifestyle
• Value
• Product use & product mix behavior
 Customer relationship marketing; NOT product marketing
 Entire company was restructured around customer segmentation
Toward convergence:
Human resources readiness

Every employee is about to be trained in the basics
of data transmission technologies

Advanced levels of certifications are currently on
track for technicians and network professionals

Managers and directors are also being involved in
training process

One technician will be able to install and repair every
data or legacy solution

628 technicians have been trained or certified up-todate
Toward convergence:
Internetworking and broadband

Network readiness

From ATM to a state of the art IP backbone

MPLS to assure compatibility of FR, X.25, TDM
with new broadband services (Layer 3)

Distribution and access network layers are also
being expanded accordingly

NGN (Circuit Switch to IP Switch for voice
services)

Product portfolio is powered with high-end
broadband solutions

Wireless broadband (1XRTT) also covers most
of our geography; HSPDA will be deployed in
next years
Backbone evolution to IP
Central
MUX
MUX
DSX
DS1 Tirany
DSX
Router
Router
NGNl
Central
Core Multiservice
NGN
Router
Router
IMS
Toward convergence:
Channels Readiness



Every call center operator is currently
able to treat any request of product and
services
Differentiated SLA by customer segment
Specialization on acquisition,
maintenance and development
Our Experience
 Convergence:
• Is a long term endeavor
• Should be customer centric
• New solutions must:
> Simplify communications across
multiple networks, devices and
services
> Have enough potential market and
proven to be profitable
> Support company long term
strategy
• Impact every member of your
company
Results & expected

Slash time to market when developing products

Systems consolidations (future)

Customer on control: auto provisioning, auto
managed

Dramatically reduce costs of systems
integration, management and maintenance

Facts in Verizon Dominicana:
 30% increase in customer satisfaction for
installation services (transport & Internet)
 25% increase in customer satisfaction for repair
services (Transport & Internet)
 Same EBITDA margin,despite inflation rate and
prices reduction (10%) in the last 18 months