Amdocs' expertise made what was a new and challenging change ...

AMDOCS CUSTOMER success storyLEADING VIETNAMESE SERVICE PROVIDER TRANSFORMSPARTNER BILLING OPERATION AND IMPROVES THECUSTOMER EXPERIENCE WITH AMDOCS“Amdocs’ expertise made what was a new and challengingchange process much easier to manage and easier for theculture of the business to understand.”Mr. Luong Manh HoangDirector of VTNAMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

AMDOCS CUSTOMER success storyCOMPANY AT A GLANCECOMPANY: Viet Nam Telecom National Company (VTN),subsidiary of the Viet Nam Post and TelecommunicationsGroup (VNPT)HEADQUARTERS: Ha Noi, VietnamWEBSITE: www.vnpt.com.vnREVENUES: US$5.2bn [VND 101.569 bn]EMPLOYEES: 90,000SUBSCRIBERS: More than 90m, including fixed-line, mobile,InternetADSL, VoIP, and wireless-line* subscribers (*fixedtelephone in appearance, but uses electric waves instead of cables)Key Statistics> 65 local operators; 10 national operators> System generates 150 different types of reports for viewingonline, and publishes 1400 outputs> 200k complex rules call scenarios> 5% rerated calls/day> System handles 2b records/month> One month’s data is processed in just 7 days, including800m cdrs> Reprocessed a large local operator with more than100m cdrs in just 1 dayTechnical environment> AMDOCS PRODUCTS: Amdocs Partner Settlement 7.5,Amdocs Acquisition & Formatting 7.5> AMDOCS SERVICES: Development, Implementation,Support and Training> LINES OF BUSINESS: Fixed-line, wire-line, VoIP,leased-line, ADSL, NGN> BUSINESS PROCESSES: 200,000 complex rules and callscenarios and a huge number of customer-specific reports> INTEGRATIONS: Crystal Reports> PARTNER SERVICES: Roaming> NUMBER OF PARTNERS SUPPORTED: VTN managesthe interconnect settlement, and between VNPT and its65 local subsidiary operators, and between VNPT andseven other national operators> TRAFFIC: 2 billion records per monthEXECUTIVE SUMMARYViet Nam Telecom National Company (VTN) is the partnerbilling and settlement clearing house for its parent, thestate-owned Viet Nam Post and TelecommunicationsGroup (VNPT) and other businesses that use VNPT forroaming. Operating in one of the world’s fastest growingtelecommunications markets, VTN needed to diversify toremain competitive, but servicing expansion was severallyhindered by an aging and outdated system. VTN brought ina global leader with vast international experience workingalongside a Vietnamese partner with local expertise.Using Amdocs, VTN delivered a partner managementsolution that has improved the partner processing fora better customer experience and reduced costs. WithAmdocs Partner Settlement Manager, VTN can managefuture services and processes such as convergent billingsettlement and direct dialing as well as improve domesticand international roaming.“Amdocs Partner Settlement Manager hastransformed the way we manage partners acrossthe VNPT group.”

Viet Nam Telecom National Company (VTN) is the #1 providerin Vietnam for fixed-line, VoIP, leased-line, ADSL and NGNservices with more than 90 million subscribers. It is part of VietNam Post and Telecommunications Group (VNPT), the country’sstate-owned national telecommunications company responsiblefor postal services as well as telecommunications. VTN acts asthe billing settlement clearing house for other parts of the VNPTgroup and business partners that use the VNPT cellular networkto support roaming customers. However, its existing partnersettlement system – built in-house and over six years old – wascoming to end of life. Over time, other applications had beenbolted on to address new billing needs, but many processes werestill manual.Vietnam is one of the world’s fastest growing and maturingtelecommunications markets, driven largely by recent marketderegulation. Businesses like VTN and VNPT are diversifyingand introducing a whole raft of new products and services - likeoffering IP services - to remain competitive. Also, the numberof transactions that VTN has to manage has increased alongwith increased diversity of transactions. For instance, there aredifferent rates for different times of day, different days of monthand different rates for the same service with the different partners.These factors mean more partnerships and more complexoperations, putting pressure on operational processes to becomefaster and more flexible.“We have come to trust Amdocs as one of our mostimportant partners and we see this relationship asa foundation for helping VTN grow our businessand meet future challenges.”VTN faced a complex partner settlement environment comprising200,000 complex rules and call scenarios and a huge number ofcustomer specific reports covering multiple lines of businesssuch as fixed-line, wireless-line, VoIP, and mobile. Also, VTN hasto manage the interconnect settlement between VNPT and itsinternal subsidiary operators, and also between VNPT and more10 other national operators.Amdocs invests to understand Vietnamese cultureAmdocs was one of several Vietnamese and international companiesthat tendered for the contract. With its own office in Vietnam, Amdocswas able to work alongside a local, Vietnam systems integrator calledCT-IN. Amdocs was able to provide a huge amount of industry andservice provider experience around the globe alongside CT-IN’snative language speaking staff and understanding of local businesspractice and protocol. As a result, Amdocs communicated effectivelythroughout VTN’s organization, from senior directors to users, andprovided in-depth advice to both technology and business groups.The partnership between Amdocs and CT-IN resulted in bothcompanies spending a considerable amount of time helping VTNdevelop the project scope and requirements. This raised Amdocs’status as a trusted advisor, gave VTN a clear view of projectrequirements and direction, and helped complete the project aheadof schedule.Amdocs also trained CT-IN in partner settlement systems andhelped CT-IN develop its staff to deliver the high level of servicethat Amdocs customers have come to expect. VTN chose towork with Amdocs, because of its proven ability to understandand work with VTN through what was a very challenging andcomplex process.VTN’s old system was used for managing specific, fixed processes.The new system needed to accommodate more processes and beflexible enough to assimilate new ones quickly, as well as expand toincorporated more businesses within the group and more productsand services. And the business was doing something that neitherVTN nor many other Vietnam businesses had done – bringing inan international supplier.Through the pre-sales engagement with Amdocs, VTN had come torealize that Amdocs would be honest and candid in giving adviceand steering VTN towards a successful implementation.Another key to VTN’s success was Amdocs’ commitment to providingboth the software products and implementation services, whichensured that VTN delivered a successful solution to its internalcustomers. This was Amdocs’ guarantee of complete accountabilityto VTN.

Challenges> One of the world’s fastest growing and maturingtelecommunications markets forcing change anddiversified services> Pressure on operational processes to become faster andmore flexible> Non-standardized and non-integrated Partner Settlementsystem was outdated and unable to support current andfuture needs> Existing system required extensive user skills and lacked theflexibility and convenience needed to meet new requirementsand adapt to changing pricing policies and rates> Need for more advanced change management process andmonitoring> Complex partner settlement environment covering multiplelines of business (fixed-line, wireless-line, VoIP, mobile)SOLUTION> Partner with Amdocs to deploy Amdocs Partner SettlementManager to support, automate and unify partnermanagement and settlement processes> Support current partners and prepare for future partnerdevelopments in a complex, emerging business environment> Leverage Amdocs’ operations in APAC for developmentand support servicesResults> Interconnected partner billing with central processing,crosschecking and automating traffic reports, andtelecommunication service invoices> Successful implementation of Amdocs Partner SettlementManager to meet given requirements (on time, on budget)> Implementation of complex change management processesbased on Amdocs best practices> Increased ability to respond quickly to changing marketconditions and opportunities with faster deployment ofnew services> Immediate operational efficiencies and reducedoperational costs> Helps prepare for future services and processes such asconvergent billing settlement, direct dialing (IDD),interconnect, new content providers and domestic andinternational roamingAmdocs solution unifies multiple lines of businessAmdocs and CT-IN deployed Amdocs Partner Settlement Managerto provide a unified, automated partner management and settlementsolution to support VTN as the billing settlement center for VNPT.“Amdocs Partner Settlement Manager enables VTN to centralizeand automate data settlement processes so that we can receive,reconcile, process, and report interconnect billing data for otherinternal VNPT subsidiaries and partners,” says Mr. Nguyen VietKhoa, Chief of Billing Settlement Center at VTN. “As a result, VNPTcan realize immediate operational efficiencies and prepare for thefuture requirements of convergent billing settlement, includingrates of interconnect, service, new content providers and domesticand international roaming.”One of the biggest challenges for Amdocs was orchestrating asmooth transition to the new system. Many users were usedto certain ways of working, even down to the way a report waspresented. Dramatic market changes meant VTN was confrontedwith managing new processes and different ways to performexisting processes. Amdocs worked with VTN to encourage usersby demonstrating how the new processes would make their jobeasier. As a result, VTN managed change effectively and withminimal disruption.“VNPT can realize immediate operationalefficiencies and prepare for the future requirementsof convergent billing settlement, including ratesof interconnect, service, new content providers anddomestic and international roaming.”

Amdocs wins ‘trusted’ partner status“During planning and implementing Amdocs Partner SettlementManager, we have come to trust Amdocs as one of our mostimportant partners and we see this relationship as a foundationfor helping VTN grow our business and meet future challenges,”says Mr. Luong Manh Hoang, Director of VTN. “Amdocs PartnerSettlement Manager has transformed the way we manage partnersacross the VNPT group. Operations are much faster, more efficientand easier for staff to use, which has meant we can manage morepartner relationships, bring in greater service diversity and deliveran improved experience to customers.”“Amdocs worked hard to understand our businessneeds and the Vietnamese business culture.”“For a Vietnamese organization, VTN took the unusual step of goingoutside the country and partnering with Amdocs a global leader inpartner management services and solutions,” continued Mr. LuongManh Hoang. “Amdocs was a key factor in helping us achieve asuccessful deployment and launch of our new partner managementsolution. It was also the first time VTN had implemented a largescale,externally-sourced system. Amdocs’ expertise made what wasa new and challenging change process much easier to manage andeasier for the culture of the business to understand.”Amdocs Partner Settlement has enabled VTN to unify all partnermanagement processes on to a single platform, automate thoseprocesses and make billing more efficient and faster. All lines ofbusiness are now supported on one platform. This has enabledVTN to be much more proactive by bringing new services toits customers faster. In addition, improvements in operationalefficiency have helped reduce operational costs.“We knew that introducing a new partner settlement applicationinto VTN was going to be challenging and complex. We’d developedour own systems in the past, but the market was changing rapidlyand we needed a partner that would not only deliver an excellentsolution, but also guide us through the whole process from conceptto post-implementation support. It was quickly evident thatAmdocs would be a committed and long-term partner. Amdocsworked hard to understand our business needs and the Vietnamesebusiness culture – something that many international businessesdo not easily understand,” says Mr. Luong Manh Hoang.“We needed a partner that would not only deliveran excellent solution, but also guide us through thewhole process from concept to post-implementationsupport. It was quickly evident that Amdocs wouldbe a committed and long-term partner.”“Amdocs Partner Settlement has enabled VTN tounify all partner management processes on to asingle platform, automate those processes andmake billing more efficient and faster.”

EFFORTELwww.amdocs.comABOUT AMDOCSAmdocs is the market leader in customer experience systems innovation. The company combines business and operational support systems,service delivery platforms, proven services, and deep industry expertise to enable service providers and their customers to do more inthe connected world. Amdocs’ offerings help service providers explore new business models, differentiate through personalized customerexperiences, and streamline operations. A global company with revenue of $2.86 billion in fiscal 2009, Amdocs has approximately 17,000employees and serves customers in more than 60 countries worldwide. For more information, visit Amdocs at www.amdocs.com.For the most up-to-date contact information for all Amdocs offices worldwide,please visit our website at www.amdocs.com/corporate.aspAmdocs has offices, development and support centers worldwide, including sites in:THE AMERICAS:ASIA PACIFIC:EUROPE, MIDDLE EAST & AFRICA:BRAZILAUSTRALIACYPRUSIRELANDSOUTH AFRICACANADACHINACZECH REPUBLICISRAELSPAINCOSTA RICAINDIAFRANCEITALYSWEDENMEXICOJAPANGERMANYNETHERLANDSTURKEYUNITED STATESSINGAPOREHUNGARYPOLANDUNITED KINGDOMTHAILANDRUSSIAVIETNAMCopyright © 2010 Amdocs. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. These materials are confidential, and shall be returned to Amdocs uponrequest. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, CES, Cramer, Qpass, SigValue, DST Innovis,JacobsRimell, ChangingWorlds and jNetX are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. EFFRTL_SCCSS_STRY_04-11