Home » O2 Case Study
Telefónica UK, operating as O2, recognised that, in order to stay ahead of the competition and to meet the increasing enterprise demand for digital services, the company had to evolve to take new services to market as fast and efficiently as possible, servicing their business customers with simple to use product packages which could, in turn, add value to any small or large company looking to succeed in today’s competitive market.
To solve the problem, they launched My O2 Business in which MDS Global plays a crucial role provisioning, assuring and billing the service for customers.
With thousands of business customers around the United Kingdom, O2 required a way to scale their operations to meet the new demand of enterprise services, while controlling their own CAPEX and OPEX. More customers meant more customer management, more accounts to provision, more demands to service, and more bills to calculate and distribute. O2 needed a way for customers to serve themselves, where they could interact with a platform that could facilitate the process of ordering and managing various connectivity services. This would limit the requirement and cost of a people-manned call centre for sales and service requests.
However, whilst decreasing the need for physical customer service representatives, the service levels had to remain consistently excellent. The technology solution had to demonstrate it could exceed existing customer satisfaction, and it had to be superior to that provided by their competition.
As a pioneer of digital B2B BSS and self-care solutions for enterprise operations, MDS Global was selected by O2 to deliver a cost-effective solution that supported the rapid launch and self-care of voice, data, M2M, WAN and cloud services for SME, corporate and IoT businesses.
At the heart of O2’s My O2 Business is the Cloud Monetisation Platform (CMP), part of MDS Global’s B2BonDemand solution. CMP is a comprehensive, end-to-end subscriber management product which incorporates order management, billing, customer management, self-care, revenue assurance and an integrated marketing module. It is specifically designed to support workflow practices in a business-to-business environment that is often associated with multi-stakeholder and multi-service negotiated accounts demanding greater operational efficiency, reduced service risk and seamless customer end-to-end delivery of enterprise products and services to customers.Learn more about our Cloud Monetisation Platform
The solution provides O2’s customers with the ability to access employees’ account information, to view, analyse, amend and make payments using a PC, tablet or mobile device from any location at any time, which is essential for an increasingly mobile and global workforce.
The online payment system, which takes automatic payment from the customer account, ensures O2 receives payment promptly. In addition, management reports can be produced and accessed online by authorised users, helping O2 make more informed and timely decisions.
Finally, the end user customer can benefit from another component of the B2BonDemand solution: Spend Analyzer, an analytics tool which keeps O2’s customer informed of their costs in real-time.
The impact of MDS Global’s B2BonDemand solution is a new level of digital engagement with O2 customers, stream-lined customer service centre operations, accurate revenue management and efficient account management leading to a higher net promoter score, increased customer acquisition and retention.
The key business benefits include:
CMP lets O2 utilise functionality to improve the performance of key operational areas. Maintenance of cash flow is crucial and debtors are a very real threat to a business, but CMP’s workflow engine and financial package provides O2 with access to automatic credit control and debt recovery procedures that can be adapted to suit individual business practices.
Improved sales ordering process
O2’s online self-care and account management portal is enabled by CMP, allowing customers to directly order services via the Internet. They also have access to alternative offers and propositions that have been identified for customers, based on their relationship with O2. This process integrates with CMP’s CRM to encompass credit checking and payment processing.
Improved agent experience
O2 and their agents can easily make changes to the system. Agents can log specific diary events into the database that generate an action, which could be a charge, a credit, a network update or a user profile change. Full auditing and tracking ensures complete transparency of the product, to make sure performance and agent productivity can be monitored.
Improved customer communication
O2 can use CMP diary events and the information stored in the CMP database to schedule and send out mass marketing communications to specific customers. This ensures customers only receive offers that are relevant to them and keeps O2’s mailing and production costs down.
Best practice leadership
MDS Global has a dedicated support team located at O2’s offices to ensure the product is used effectively. They support the improvement of operational practices and product usage to deliver upgrades and service enhancements in a timely and cost-effective manner, allowing O2 to manage their core business.