Group E & F 13 Ganesh Venkatakrishnan 59 Shreejeet Thakur 35 Victor Perumalla 22 Mehul Ludbe 34 Abhay Pednekar 27 Sandeep Pandit

INTRODUCTION
EURECCA telecom is a new entrant in Indian market Coverage of 4 states with 3G services Planning to implement CDR system for digitization

and automation of end to end process

Grand Canyon IT services was chosen for complete IT

development and deployment

CDR
CDR is an acronym for Call Detailed Record Prior to the CDR, meter readings for the every isolated

Telephone exchange had to be taken periodically.

The

Telecom operations are categorized as Commercial Systems, Fault tracking and Management System, Directory Enquiry System and Billing function.

The four core Telecom operation systems separately

maintained four different databases.

NEED FOR CDR

A single event like a request for a New connection

needed four update transactions.

The

usual error content in transactions and asynchronous updates resulted in accumulated mismatch of the four databases.

Due to the absence of single view of all aspects of the

customer, the Single point reliable customer service could not be given.

CDR Strategy
Benefits of implementing CDR
Integration of systems

Flexibility in rate specification

Dynamic charging based on

call duration plan availed time of call Profiling the customers, tracking their usage and segmenting customers for focused marketing of special products became possible Not just a Billing System , but a value to entire telecom operations of the organization

CDR AT A GLANCE
Clearing House or Other Sources

Printing System/ Print Vendor

Payment Interfaces Cr Card/Banks/Chq etc.

Web Self Care

AAA Payments Security Billing Report Generation

Self Care

Customer Care

Rating

Inventory

Customer Care

DATABASE
Network

CDR System Design

CRM: Single interface to all the customer requests from all

channels such as SMS, Internet, IVRS etc.

Provisioning: To make use of the relevant inventories and makes

changes in the network elements as per requirements

Fault Tracking and Management: Integration with Billing and

CRM modules
Billing and Accounting Mediation: Seamless connectivity between billing and Exchanges

for collection of CDRs

BALANCED SCORECARD FOR CDR

PERSPECTIVE OBJECTIVE Improve Quality of Service MEASURE No. of Errors per 1000 bills generated Customer Satisfaction Rating Customer Convenience and satisfaction Response time and Back orders Turn around time to ticket resolution Cost amortization Planned vs actual usage of rate plans

Customer

BSC FINANCIAL PERSPECTIVE

PERSPECTIVE OBJECTIVE MEASURE Sales to asset ratio % increase in customer base Revenue growth Fully recovered bills vs unpaid bills Return on capital employed Cost per transaction Reduced operational cost Transaction cycle and system utilization Throughput and % utilization

Financial

BSC OPERATIONS PERSPECTIVE

PERSPECTIVE OBJECTIVE 95% automation MEASURE Manual efforts spent per transaction Inconsistencies by total transactions logged Uptime of all constrained resources

Accurate processing Operational Excellence High level of responsiveness

Planned vs actual queries resolved

Mean time to restore services

BSC INNOVATION AND LEARNING

PERSPECTIVE OBJECTIVE MEASURE % allocation for research Advanced technology support Innovation, Learning & Future Perspective Planned vs actual time to roll out Iterations per query resolution Reduction in overhead efforts

Increased satisfaction in employee experience

SWOT ANALYSIS
Strengths Customer Focussed Better service provided Comprehensive automation Seamless integration Flexibility Weaknesses High capital investment High cost of training of advanced systems Being centralized, needs additional cost of BCP esp. DR

Threats Opposition from staff for digitization No alternate mechanism to continue the process Impure data can corrupt the entire system

Opportunities Improvement in the Technical knowhow of the staff Increased market share and customer base Customization possible as per customers requirements

Success / Failures
Implementation team difficulties
Understanding complexities Change in legal norms Stringent time lines

Management support
Continuous mentoring and monitoring

Procurement of infrastructure and licenses on time

Advanced domain training for clarity

Success Factor Strategized modularization and releases

Adoption of processes for each phase Sizing was easier to kick-off due smaller customer base initially

Results
Billing generation were 99% accurate Easily tapped new tariffs into new rate plans Grievance resolution time reduced by 50% Added 10% new customers without much overhead

LEARNINGS
Objectives that are not measured are can not be Improved Clear understanding of the objectives to be achieved helps in delivering

proper solution
Rework cost was found to be higher than the budgeted value as each

application within the module was not tested in isolation, rather it was tested with entire system after integration
Indulgence in workshops and working on dummy data would have

been more beneficial than having seminars for staff