Ziggo Case Study - Amdocs
Ziggo Case Study - Amdocs Ziggo Case Study - Amdocs
AMDOCS CUSTOMER success storyCOMPANY AT A GLANCECOMPANY: ZiggoHEADQUARTERS: Utrecht, The NetherlandsWEBSITE: www.ziggo.nlREVENUES: €1,284 billion (2009)STOCK MARKET: Privately held by Zesko Holding B.V.EMPLOYEES: 2,257 (end 2009)SUBSCRIBERS: 3.2m households; 1.6m digital, 1.5mbroadband and 1m telephony customersSERVICES: Broadband Internet (HSIA), Cable TV, HDTV,video-on-demand, Telephony, VLAN and VPNservicesChallenges> Merger of three regional organizations resulted in morethan twenty separate and disconnected OSS> Improve the customer experience while reducingoperational costs and reducing time to deploy new servicesSOLUTION> Rationalized more than twenty disparate OSS inventorysystems and support tools into a single Amdocs OSSinventory system> Amdocs OSS transformed three merged companies’operations support systems into a streamlined andconsolidated inventory system.> Amdocs OSS integrates network inventory with GIS dataResults> OSS processes are optimized for increased efficiency andeffectiveness of planning, network provisioning andfulfilment for new services> Reduction in operational costs and a cut in order rejects> Makes deploying new services much faster> Significantly increases nationwide network resourcevisibility by increasing data accuracy> A centralized view of network physical and logicalinformation over the combined national network> Increased co-operation across the company throughconsistent and uniform processesEXECUTIVE SUMMARYThe merger of three separate, regional operatorscreated Ziggo, the leading national communicationsservice provider in the Netherlands, delivering a raftof triple-play services to 3.2 million households.Key to its successful merger was rationalizing thenetwork inventory, operations and systems of its threeregional businesses. With more than twenty differentoperational support systems, Ziggo needed to find aneffective way to consolidate them and centralize theinformation. In additional, logical inventory needed tobe integrated with their Geographic Information System(GIS) to add location-based network data. Based onthe success that one of its acquired companies hadwith Amdocs OSS, Ziggo decided to centralize all theinventory systems with Amdocs OSS. By creating asingle repository for capturing and deliveringup-to-date and reliable network and service data,Amdocs OSS enables Ziggo to manage the entirenetwork more efficiently and easily while at the sametime improving the customer experience. The resultshave been impressive, reducing service fulfillment time,cutting operational costs and the number of orderrejects. Optimizing OSS processes has made Ziggo muchmore efficient and effective, with consistent and uniformprocesses across the business.
“Customers are now up and running quicker with their new broadbandservices and are experiencing fewer problems.”The Netherlands’ communications market has undergonesignificant changes in recent years, with increasing numbers ofsubscribers and new technologies. Broadcasting and cable TVgenerates annual revenues of over $2.5 billion and an annual growthrate of 2.3%. More than one in two Dutch households now have adigital TV and one in five owns a high definition (HD) TV receiver.New technologies, such as Docsis 3.0 and Hybrid Fiber Coax (HFC),offer much more flexibility and cost effectiveness for deliveringdigital internet, TV and telephony services.One company at the forefront of bringing advanced, feature-richand high-quality TV entertainment into the living room is Ziggo. Itoffers multiple analogue and digital channels, an increasing numberof HD channels, special-interest packages, and interactive television,including video-on-demand.Ziggo owns and manages the largest fiber optic HFC network in theNetherlands, on average terminating just 300 meters from customerpremises which increases the ability to deliver high-bandwidthcontent into the home. With the final connection via high capacitycoaxial cable, the infrastructure delivers data at around 4Gb/s(Gigabits per second) daily to each home.“Order rejects have been reduced because AmdocsOSS helps provide a clear and simple view ofa single inventory which in turn improves andspeeds up the service design process.”Ziggo was formed by merging three regional Dutch cableoperators—Essent Kabelcom (@Home), Casema and Multikabel.With this merger, Ziggo faced the challenge of combining theoperations of three different organizations, with twenty differentoperational support systems. One of the main challenges wasto rationalize inventory content by determining exactly whatinformation and database systems were in use and what data they held.But with so many separate databases containing network inventoryinformation—and even some spreadsheets—it became very complexto determine what information was stored where and how it relatedto data in other systems. It became very clear early on in theacquisition that some form of simplification and consolidation ofthese systems was necessary.One of the acquired companies, Essent Kabelcom, had been verysuccessfully using Amdocs OSS to manage its network inventory.“Amdocs OSS provides visibility over logical network assets, making itmuch easier to accurately identify which assets are being deployed forwhich services, and for which customers,” said Paul Hendriks, ChiefTechnology Officer at Ziggo. “With Amdocs OSS, Ziggo is able toallocate network resources and run service fulfillment processes moreefficiently, driving more value from network assets.”“The single inventory means that processessuch as new service deployment have beenshortened so that new products can be broughtto market faster.”Based on this success, Ziggo decided to standardize on AmdocsOSS as the main repository to bring together the multiple inventoryfunctions of all three merged businesses into a single, consolidatedsystem. Using Amdocs OSS to consolidate inventory data from thethree regional networks has delivered a range of business benefitsranging from better end-to-end visibility of network resources rightthrough to viewing both the physical and logical locations of allnetwork equipment.Hendriks continued, “We were in the midst of merging three differentregional businesses to create a single, national communications serviceprovider and, like many organizations in a similar position, one ofthe most complex challenges was bringing together multiple networkinventories. We were dealing with tens of different systems, some asbasic as lists of equipment in spreadsheets.“What impressed us about Amdocs OSS was its scalability,performance and reliability,” he continued.
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AMDOCS CUSTOMER success storyCOMPANY AT A GLANCECOMPANY: <strong>Ziggo</strong>HEADQUARTERS: Utrecht, The NetherlandsWEBSITE: www.ziggo.nlREVENUES: €1,284 billion (2009)STOCK MARKET: Privately held by Zesko Holding B.V.EMPLOYEES: 2,257 (end 2009)SUBSCRIBERS: 3.2m households; 1.6m digital, 1.5mbroadband and 1m telephony customersSERVICES: Broadband Internet (HSIA), Cable TV, HDTV,video-on-demand, Telephony, VLAN and VPNservicesChallenges> Merger of three regional organizations resulted in morethan twenty separate and disconnected OSS> Improve the customer experience while reducingoperational costs and reducing time to deploy new servicesSOLUTION> Rationalized more than twenty disparate OSS inventorysystems and support tools into a single <strong>Amdocs</strong> OSSinventory system> <strong>Amdocs</strong> OSS transformed three merged companies’operations support systems into a streamlined andconsolidated inventory system.> <strong>Amdocs</strong> OSS integrates network inventory with GIS dataResults> OSS processes are optimized for increased efficiency andeffectiveness of planning, network provisioning andfulfilment for new services> Reduction in operational costs and a cut in order rejects> Makes deploying new services much faster> Significantly increases nationwide network resourcevisibility by increasing data accuracy> A centralized view of network physical and logicalinformation over the combined national network> Increased co-operation across the company throughconsistent and uniform processesEXECUTIVE SUMMARYThe merger of three separate, regional operatorscreated <strong>Ziggo</strong>, the leading national communicationsservice provider in the Netherlands, delivering a raftof triple-play services to 3.2 million households.Key to its successful merger was rationalizing thenetwork inventory, operations and systems of its threeregional businesses. With more than twenty differentoperational support systems, <strong>Ziggo</strong> needed to find aneffective way to consolidate them and centralize theinformation. In additional, logical inventory needed tobe integrated with their Geographic Information System(GIS) to add location-based network data. Based onthe success that one of its acquired companies hadwith <strong>Amdocs</strong> OSS, <strong>Ziggo</strong> decided to centralize all theinventory systems with <strong>Amdocs</strong> OSS. By creating asingle repository for capturing and deliveringup-to-date and reliable network and service data,<strong>Amdocs</strong> OSS enables <strong>Ziggo</strong> to manage the entirenetwork more efficiently and easily while at the sametime improving the customer experience. The resultshave been impressive, reducing service fulfillment time,cutting operational costs and the number of orderrejects. Optimizing OSS processes has made <strong>Ziggo</strong> muchmore efficient and effective, with consistent and uniformprocesses across the business.
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