Managed services is a complex business. It involves a deep understanding of the customer’s business and their objectives, and the tenacity and ability to undertake huge, complicated projects. But the most important success factor in any managed services operation is mutual trust. Service providers around the world entrust us to improve their operations and demonstrate [...]
“Transform and Survive – Or Die” After years of talking about the business and operational implications of serving a more connected world, service providers are finally starting to switch gears and move to more specific plans of action, spurred by declines in traditional revenue sources, rising customer demands, and fast-growing competition from non-traditional players such [...]
One of Amdocs GSS’ most interesting customers is Mobilicity, a Canadian Greenfield Operator in a very competitive market. What makes them most interesting is that Mobilicity took a very innovative business model for its operational and IT strategy: outsourcing virtually all of its mission-critical functions. Retaining only core selling and marketing functions, Mobilicity looked for [...]
In my last post, I tried to cover some of the customer experience challenges service providers are facing and why Managed Services make sense as an approach to tackling those challenges. In this installment I want to give some pointers on how best to work with a Managed Services provider in order to make sure [...]
Imagine this scenario: you get your phone bill from your service provider. You see that you have been charged for services you never signed up for. You call Customer Service, patiently listening to Paul Anka singing “You Are My Destiny”, only to hear the CSR sadly inform you that their “system is down”. After several [...]
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