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RA: Evolution

Nigel Smith
May 2011

2010 Colt Technology Services Group Limited. All rights reserved.

Agenda
1. 2. 3. 4. 5. 6. 6 7.
The Theory The start: About Colt What Colt started with Switch & Circuit Revenue Assurance NPI & Controls Football Team F tb ll T BRAVO & Margin Analysis

Revenue Assurance covers three categories of opportunity


Typical revenue assurance opportunities
Unbillable usage, e.g. Aborted delivery wrong customer data Non-attributed usage, Poor customer Lost orders e.g. incorrect mediation satisfaction leading to Liberal credits (e.g. ( g Usage drop-out or drop out churn member service) leakage, e.g. Slow response to inactive members Service discrepancies, competitors e.g. service invoiced differs from delivery (volume-based billing / Unrealised upbandwidth) sale & cross-sale cross sale Bad debt Delayed account activation or termination Post-billing adjustments Billing disputes g p Network fraud & intrusions PROJECT EXAMPLE

Lost opportunities Potential revenue lost through churn, missed cross-/ up-selling opportunities Typically, provides the greatest return on investment

Unrealised revenue Incorrect mediation & rating of usage Revenues not billed Revenues not collected Losses for unrealised revenues in the project scope are typically 0.54% of total revenues collected1

Fraud Unauthorised usage research shows that more than 5% of total revenue is typically lost in fraud within Telco's that have no fraud detection mechanism

Internal fraud

Subscription fraud

End Game RA Centre of Excellence


New Product Development Ensure timely and accurate creation of customer records Generate accurate and timely invoices (content & format) Receivables Mgmt Perform up-front customer credit and fraud screening Follow a risk assessment process during product development Sales and Customer Contact

Marketing Marketing

Identify classes of fraud (motive, means, mode, method) Deter rather than prosecute

Fraud Managemen M t

Revenue Assurance A

Order and Provisioning

Accuracy and timeliness Track rework and complaints to customer service

Billing Billing Usage Assurance Manage receivables - both aged receivables and uncollectables Consider Deny All Knowledge Deny Knowledge (DAK) post billing adjustments as fraud

Usage Collection

Track and correct cause of usage leakage Call Detailed Record (CDR) collection/Switch-to-bill collection/Switch to bill reconciliation

About Colt

5 2010 Colt Technology Services Group Limited. All rights reserved.

About Colt
Reach Credibility

Exceptional owned / operated


European network and 19 data centres

Over 35,000 organisations trust us Providing mission-critical services


in demanding market sectors i d di k t t

Unrivalled reach to 100 cities


throughout Europe

We manage thousands of IT
systems for our customers

Extensive integrated
IT infrastructure

Trusted by other carriers


Performance

Capability

IT managed services, data and


voice services

Revenues of 1,622m in 2009 2009 EBITDA of 318 7m and 318.7m


profit of 85m

Working with the leading technology


vendors and 600 channel partners

Shareholder stability

5,000 employees in 15 countries


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Unrivalled network reach

Colt is Evolving to be the The Information Delivery Platform for European Business

What to do?
Create a Mission statement Strategy Outline Create a Team SRA Data NPD/NPI Controls BRAVO

Start ith St t with

The Mission
To achieve Revenue Maximisation by ensuring that 100% of the Revenue generated by customers using Colts Products & Services are captured and billed correctly correctly.

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Out line a Strategy


As a believer in Keeping it Simple and Short, KISS, the strategy was: p g p , , gy

Start with easy wins where there i E S ih i h h is Executive Di i Director S Support Build on the success interlocking the distinct areas of RA to create the Centre f E C t of Excellence ll Make the CoE an integral part of Colt

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Create the Team


Create where: in house, ex house, off shore, out source Currently: half a manager, plus six analysts in India, one senior analyst in UK What Skill sets required? Business Objects Training to enable use of Colts Data Warehouse Project M P j t Management experience for New Product and other changes i RA t i f N P d t d th h in Evolving RA Team members Enhance profile by enabling movement within Colt. Encourage people from different areas to join RA.

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Switch Revenue Assurance


Cvidya MoneyMap SRA
3rd Party DMS Switch EWSD & IMS switch Mediation Retail Billing SRA also includes Inter Operator where there is a reconciliation between files and total CDRs

Call files
matched to Invoices

Text files &


Dirp Logs sent to SRA

Sequence
check done in Mediation as nothing is received from the switches

All files
received and sent are recorded

Reconciliation
of:

T t l No. Total N Rated Error in Usage


Pre Processor

Error in Main
Processor

Zero Rated Split Count Bill count File error


status

Amount for
Rated

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Amount for
Billed

Switch Revenue Assurance


1. 2.
Daily checking of all switch files

a) a) b)

Existing system to be maintained

Develop New SRA Analysis to be undertaken or what and how (White Label & Event Data Records) Aim is to have an SRA that is more future proof using systems that there is general knowledge of within Colt.

3. 3

Develop i li with C lt D l in line ith Colt

a) b) c)

Need to cover known New Product Developments Use Data Warehouse if this is accurate and timely information Must be sufficient to pass all PWC audit requirements

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R. Teichmueller 03/2009 internal document

Data System Architecture & Reconciliations


Order system
Order/ Billing reconciliation

Billing system

Provisioning/ Billing Billi reconciliation Network reconciliation Network/ Billing reconciliation

Inventory

MoneyMap uses above three data sources for various reconciliations:


Order Reconciliation Billing Reconciliation Network Reconciliation

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Data
Continual use of existing MoneyMap system g y p y Evaluation of how the new product requirements may change Colts usage of MoneyMap or other systems g y p y Undertake a project to implement any changes required for Data RA Develop T D l True B k t Cash R Book to C h Reconciliation ili ti

Reconciliations for OHS, OH&P, Xtract, Salesforce.com, CMS,


OSS/BSS, OSS/BSS Oracle

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R. Teichmueller 03/2009 internal document

New Product Development / Implementation


1.Create an outline of the requirements for all projects:
1. COSO risk assessments & Risk Control Matrices 2. Controls to match into existing systems as best they can

2.Involve all Revenue Assurance staff:


1. Train all staff to take the lead on Projects 2. Utilise local experts in the Business to support the team

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Controls
RA to be the Business Driver for controls in all areas of Colt

Develop a control set to be utilised by Colt Base risk/control framework on the COSO concept To include TMBS in the UK and any other regulatory or commercial
controls

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Evolving RA
I think of Revenue Assurance as a football team; the defence are the guys doing the standard reconciliations, the midfield i where d d ili i h idfi ld is h new developments and products are being implemented and the forward line are key margin impacting guys guys.

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BRAVO
Margin Analysis Tool: Using Business Objects to report from Colts Data Warehouse sitting on a Netezza platform

> Inter Operator & Retail Billing daily CDR extracts > Matching of all CDRs > Margins from Retail and Wholesale customers > Transit calls, aim is to spot Arbitrage > To cover all Switch products including Intelligent Networks >Master Destination List & Tariff > Checking Colts Master Destination List / Country Destination List > Challenging Pricing & Voice Tradings o margin too s C a e g g c g o ce ad g s own a g tools
Customer Margins Work ith th teams t d W k with other t to develop margins f C t l i for Customers/Products/Segments /P d t /S t

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Thank you
Nigel.Smith@colt.net

2010 Colt Technology Services Group Limited. All rights reserved.

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