Being truly digital in the Telecom industry: BSS automation
Consumer behavior is changing. For example, people are shifting to over-the-top (OTT) applications like WhatsApp, Facebook, Instagram,etc., rather than calling or texting. It has become a key target for telco providers to must find ways to transform their service delivery and management infrastructure to remain competitive in this digitally-savvy era.
Business Support Systems (BSS) deal with customers and support processes such as taking orders, processing bills, collecting payments, etc. Previously, most of these BSS-related activities were completed using manual processes. Processes that were slow and prone to human error. Today, however, nearly all of these activities can be handled using automated systems and management-as-service logic, with new service orchestration and customer experience at the center.
THE FUTURE OF BSS
Telco BSS solutions were primarily created to assist humans in executing processes that ran the business. However, to support the modern Communications Service Provider (CSP), these systems need automation and orchestration to operate the business quickly and autonomously.
Today, the expectations for BSS solutions and customer services are higher than ever. While there is an increasing demand for a range of services and their convergence in functions such as:
- Product management – catalog
- Order management – orchestration
- Customer management – a 360° customer view
- Subscription management.
The digital revolution in the telecom industry is pushing change in the future of OSS and BSS infrastructure. One of the biggest trends in the industry is the shift from the “technology-centric” to the “customer-centric” approach.
Most telecoms offer very similar standard services. So, offering a unique customer experience has become fundamental to differentiate from the competition. Automated, digital BSS solutions have become strategic business resources that allow operators to know, understand and predict customer behavior.
By Modernizing their business systems, digital service providers can improve customer experience and unveil new opportunities for revenue and new business models.
WHAT IT DOES MEAN TO BE TRULY DIGITAL AT MOFLIX?
1. Automation is the key. Simplifying and automating all processes allows operators to speed them up while making them more accurate and cost-effective. Moflix has helped their operator customers reduce the time of the whole process (taking orders, payment issues, etc.) to just minutes. This doesn’t only benefit the operator by reducing time, errors and costs, but also for the users who can directly benefit from a great user experience.
2. Empower the customers to manage by themselves. Options and decisions that cannot be automated should be in the hands of the users themselves: They should have the ability to decide which is the most suitable and convenient for their needs.
3. Everything should be MOBILE. In order to be truly digital, operators should be able to offer their customers to do everything using the devices that they are already carrying — As more and more people prefer to interact through their mobile devices, operators can offer their clients the opportunity to take control of the entire onboarding (as well as customer management and subscription management) process with the swipe of a finger through a mobile app.
Moflix was able to reduce the onboarding process – from sales initiation to a fully provisioned subscription — from 3 days (fully manual) to 30 minutes (hybrid) and finally to three minutes (fully digital).