Selected Managed Services Case Studies. Amdocs Global Strategic Sourcing

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Selected Managed Services

Case Studies

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Managed

Services

customers

worldwide

35+

More than 500M

subscribers

supported

Tier 0-4,

Greenfields

Wide range

of IT systems

supported

Innovative

commercial

models

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Amdocs Global Strategic Sourcing

• end-to-end customer care and billing operations

with significant work offshored

• Consolidation and modernizationof legacy customer care and billing systems across LOBs

• Services Scope: End-to-end BSS managed services

• Business Process Improvements

• Application Development

• Application Testing

• Application Support

• 5-year BSS and OSS managed services engagement across all LoBs

• BSS: Customer management, ordering and billing including services • Responsibility over the whole process of order to cash for broadband • OSS: end-to-end oSS, managing over 160 legacy systems

• Rebadging of employees

• Consolidated billing platform serving postpaid, prepaid and wholesale customers

• Reduced operational costs by~40%

• Reduced cost per bill by 20-25%

• Improved efficiency in billing operations using automation and operational tools • Lowered billing cycle time by more than 60%

• Broadband LOB (Greenfield) going live in a record time - 5 months!

• Focus on core business of rolling out new services and providing a differentiated customer experience

• Reduce operational cost by 30%

• Improve operational KPIs and SLAs and implement operational best practices

end-to-end Customer Care and Billing operations

Managing the entire order-to-Cash Lifecycle

engagement Summary

Business Benefits

region Subscribers LoB

North

America

45M

Fixed line and mobile telephony, Internet services, digital television, broadcasting, radio and print

Business objectives

• Reduce TCo and predictable IT spending

• Achieve modernization of the billing environment

• Fulfillintegrated bill commitment to customers

South

America

60M

Mobile, fixed line and broadband Internet services

Business objectives

• Meet urgent need to reduce opex

• Roll out broadband Greenfield with a very short timeline • Improve operational KPIs and SLAs

• Reduce time to market

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Amdocs Global Strategic Sourcing

• revenue Share model + Fees linked to performance • Joint IT organization, including an employee secondment model • Full suite of BSS solutions: Billing, care, self service, ordering • Services Scope - Covering a full suite of BSS solutions:

• Amdocs billing systems

• Amdocs customer care systems

• Business process operations

• Third-party applications

• Service desk

oMC – Amdocs order Management Center

• End-to-end process accountability

BSS/oSS, Frontend and Backend, Business and IT

• Business process reengineering

• Focus on business KPIs and SLA improvement • Ongoing YOY measurement and improvement

• Strong and focused governance and partnership model (improved interaction between IT and Operation)

• 3 competitive price plans a week • Reduced operational cost by 20% • Cost predictability

• Up to 400% improvement in operational process efficiency • 60% reduction in P1/P2 incident

• Increased reliability and reduced risk

• Lower operational costs: over 30% reduction in oPeX

• Superior revenue assurance capabilities and setting the stage for launching new and bundled service offerings

• Improved SLAs including Time-To-Resolve (TTR) critical issues and Quality KPIs - activation time cut by over 60%; AHT cut by 50%;

order fallout cut by 64%

engagement Summary

Business Benefits

Innovative Commercial Model enabling Business KPI Improvements

Improve o2A Flowthrough via Seamless IT & Business

engagement Summary

Business Benefits

region Subscribers LoB Type

APAC

47M

Mobile (3G)Broadband Data

99%

Prepaid

Business objectives

• Improve end-to-end time to market

• Improve ability to act and respond quickly

• Reduce TCO and predictable IT spending • Reduce operational risk

• Ensure application scalability to support dynamic

growth (data Adoption)

EMEA

4M

Wireless, wireline, _{Internet and cable TV}

Business objectives

• Reduce high ratio of order fallouts, stuck orders and orders backlog

• Reduce high expenses due to lack of efficiencies, siloed organization and multiple BPO vendors

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Amdocs Global Strategic Sourcing

• Modernization of Billing, Customer Care and oSS platform

• end–to–end Managed Services operations

• Business Process Operations

• Applications Management

• Data Center Operations

• Consulting and SI Services, including:

• Migration and conversion

• Learning and workforce readiness services

• Testing services

• IT costs are less than 2% of revenue, the lowest in the wireless industry • Reduced business risk and increased continuity

• Lower time to market to launch new services - world’s First VoLTE Service • Completed modernization within 9 months • Reduced OPEX by ~ 25%

• Onshore and offshore operations

• Managing legacy and Amdocs applications around customer care, billing, provisioning and partner wholesale systems

• Coverage includes Business Process Improvements, Application Management, Application Support, Program Management and Service Management

• Reduced operational costs by 25 to 30%, while number of subscribers doubled

• CAPeX / oPeX Flexibility - Modernization cost part of the Managed Service engagement

• Enabled quick launch of new services with improved service quality • Billing Flexibility - bill cycle date is not fixed by date and includes

previous day events

• Enterprise Billing accuracy ~100% - Increased revenue due to fewer adjustments and compensations

engagement Summary

Business Benefits

B/oSS Managed Transformation

Legacy Modernization through Managed Services

North

America

9M

Wireless

Business objectives

• Reduce TTM for product-offering introductions

• Support new business models

(pay-in-advance, roaming and retail offerings)

• Reduce operational costs

engagement Summary

Business Benefits

EMEA

5M

Wireless data services

Business objectives

• Modernize billing and provisioning systems

• Reduce overhead and cost of changes; offer products quickly to the market place

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Amdocs Global Strategic Sourcing

• end-to-end managed services across billing, customer care, ordering and operational support systems (oSS) to help launch 3G network in five of Canada’s most populous metropolitan areas

• Products include billing, customer care, ordering and operational support systems (OSS)

• Coverage includes Business Process Operations, Application Management, IT Infrastructure Management

• Quick time to market for launching wireless products and services -5 months!

• Enabled the Greenfield operator to focus on its core business of rolling out new services and providing a differentiated customer experience • Lowered risk and adoption of industry operational best practices

• Transformation of all BSS:

• Billing, CRM, Ordering, EPC, Campaign Management, WFM • Taking over legacy upfront

• Amdocsas Prime SI for BI/dW Consolidation and Transformation

• rebadge Service Provider employees and contractors

• Reduced project costs from Day 1 • reduced opex

• Achieved BSS accountability with single Prime vendor -

“one throat to choke”

• Increased time to market and enhanced customer experience

• Single view of the customer, removing the LOB silos • Increased platform agility

engagement Summary

Business Benefits

Quick Business Launch Through Managed Services

BSS and dWH/BI Transformation

North

America

Greenfield

Wireless

Business objectives

• Create a value based, pay-in-advance, unlimited wireless

business to offer Canadians a compelling alternative to their high-priced wireless contracts

• Launch fast and on budget

engagement Summary

Business Benefits

APAC

30M

Mobile, fixed line, and _{broadband Internet services}

Business objectives

• Gain a unified view of the customer across all LOBs

• Reduce churn through proactive customer care • Enable rapid and intelligent decisions to respond

to competition

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Amdocs Global Strategic Sourcing

• rebadge of entire BSS development organization: CRM and Revenue systems.

• Services:

• Business processes operations

• Application management

• IT & Infrastructure Management

• Management of third-party offshore partners • Approx. 100 Legacy and third-party applications

• Predictable cost with immediate savings of 25%

• Commitment to introduce stringent SLA with continuous improvement mechanism

• Ensured consistency and smooth transition between modernization program and legacy estate

• Achieved flexibility along several dimensions (resources, skills, volumes, KPIs) to meet changing business needs

• Achieved BSS accountability with single prime vendor

• Multi-year outsourcing deal: Onshore and offshore operations • Managing legacy applications around carrier access / retail billing

systems, ordering, and wholesale systems

• Coverage includes Application Development, Application Testing and Support

• Managing multiple vendors & SIs across applications

• Managing more than 1000 legacy and third-party applications

and thousands of employees

• Day 1 cost savings (approx. 20 %)

• Ongoing cost reductions and financial impacts • No business interruption and no transitional costs

• Immediate and ongoing improvements in delivery quality at no cost to the client

• Improved management of legacy ordering and wholesale platforms

engagement Summary

Business Benefits

Prime SI for Legacy and Third-Party Applications

Legacy and Third-Party Application Management

EMEA

30M

Fixed line and mobile _{telephony, broadband}

Business objectives

• Merge two large organizations and create new senior management team

• Retain UK market share

• Business targets require successful IT modernization

and consolidation

engagement Summary

Business Benefits

North

America

39M

Wireless services

Business objectives

• Improve customer and billing systems

• Increase and improve control and provision

of wholesale services

• Reduce costs and time to market

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Amdocs Global Strategic Sourcing

• end-to-end customer care and billing operations

• Hosting operations at Amdocs data center with offshoring support • Coverage includes:

• Business Process Improvements

• Application Development

• Application Testing

• Support

• Application Migration/Conversion

• Reduced infrastructure costs by ~20%

• Improved efficiency in billing operations using automation and operational tools • Lowered billing cycle time by more than 60%

• Consolidated billing platform serving postpaid, prepaid and wholesale customers

• Modernized the billing platform using Amdocs products and services

engagement Summary

Business Benefits

BSS Transformation

Selected Customer Testimonial

North

America

60M

Wireless and wireline services

Business objectives

• Modernize and transform legacy applications into a world-class, single, unified customer care and billing platform

• Lower OPEX

“They have their statement that 95 percent or more of their projects are deliveredon time. So if needed, they bring in an army to make sure that the project is delivered on time. We promise this to deliver to you this deliverable for this price at that time. They do whatever needed to deliver. If we have an operational issue, you know, they will not go to sleep until that issue is fixed.

“We selected Amdocs to help us transform our IT infrastructure, having seen their track record in delivering similar data warehouse and BSS transformation projects around the world. With a strategic partner like Amdocs, we can approach these two large projects in a holistic manner. We will be able to convert data from our BSS systems into actionable business intelligence that will enable us toimprove the customer experience, drive service uptake and revenues, and reduce operational costs.

“The long-term managed services relationship with Amdocs has helped us deliver significant financial impacts to our business. With the enhanced billing platform and outsourced operations, we have been able to improve the operational efficiencies

and key service levels whilelowering the time for new product introductions.”

“The tight integration of the Amdocs products will help MetroPCS to increase operational efficiencies

for quicker product-offering introductions, and to equip our agents with a

consolidatedview of all customer information for faster resolution of customer issues and an enhanced customer experience. By having Amdocs operate our systems at their data center, we can also reduce operational costs and offer even lower rates to our customers.”

“Amdocs enables Sprint toimprove operational efficiencies in our billing cycle and our care and collection systems. And it is all about improving the customer’s overall experience.

Operational efficiency means

managing costsand running a better business and that drives customer retention and

drives greater sales.”

Bert van Lieshout, Head of Partner Management

ernesto Cu, CEO

Frank Anderson

Senior Vice-President, IT Delivery, Bell Residential Services

John olsen

Chief Information Officer

Scott rice

VP, Customer Billing Services

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About Amdocs

For 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information,

visit Amdocs at www.amdocs.com

Amdocs has offices, development and support centers worldwide, including sites in:

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