SHARING THE LOAD: MANAGED NETWORK SOLUTIONS
Every company strives to gain competitive advantage over its rivals, but the most successful ones know which battles to fight and which to leave to someone else. In the telecommunications arena, that decision is critical to keeping pace with technological innovation, customers’ needs and the allocation of scarce resources.
The challenge of whether to build or buy new capability and infrastructure is constant for Communications Providers, particularly as technology takes a generational leap in an era of broadband societies, web 2.0 and IP-based backbone networks.
Elsewhere in this edition of Between The Lines, Sally Davis, BT Wholesale’s new Chief Executive Officer outlines her thoughts on what BT Wholesale’s customers' have been saying to her about the future of the industry. And their increasing desire to focus on the applications and services that customers need, rather than infrastructure.
But infrastructure there still must be. So who builds it and who maintains it?
To help solve the dilemma of whether to build or not, BT’s Managed Network Solutions capability has been specifically designed around the desire of many Communications Providers to focus resources on core business areas that deliver maximum value.
RESPONDING TO MARKET DRIVERS
Brian Fitzpatrick, Managing Director of BT Wholesale Markets, explains why BT Wholesale sees this development as crucial to both BT Wholesale and its customers: "The pace of change in technology and telecoms is putting immense pressure on Communications Providers. They cannot stand still for a moment, and must allocate sufficient resource to meet constantly changing competitive and customer demands. Sometimes the best solution is to play to your strengths and bring in trusted partners to share the load."
Managed Network Solutions brings BT Wholesale’s national reach, economies of scale and longstanding technical expertise to the managed services market. BT has the broadest range of end-to-end operational, technical and commercial capabilities in the UK managed network solutions industry. These include the strategic outsourcing of network operations, back office systems, field operations, customer support operations, next generation network design, applications management and billing systems. BESPOKE SOLUTIONS All of this capability can be delivered to Communications Providers via completely bespoke solutions or as packaged service bundles, which reduce complexity, offer increased economies of scale and get new services to market faster. The managed services option enables them to hand over legacy assets and systems for cost-effective support and management.
Brian Fitzpatrick is keen to emphasise the benefits for customers fighting to keep pace in the market when Capex is under pressure: "This flexibility allows our customers to focus time, resource and capital investment on customer acquisition, retention and differentiation. This includes the challenge of how to ensure continuity of service on current networks while they migrate customers to new, high-speed digital networks. By outsourcing this problem, our wholesale customers gain the ability to enter new markets without up-front capital costs or the development of new customer service systems."
For example, BT’s White Label Managed Services enables providers to offer their own branded telephony, broadband and IT products, quickly, at reduced cost and lower risk. Wholesale Calls, Wholesale Line Rental and broadband are the quick and easy route into the branded telephony and internet access markets, with BT managing all the network and infrastructure requirements.
We also ensure our wholesale services keep pace with the latest technological developments; VoIP services and broadband for business and consumer applications being examples of some of the forthcoming new managed services.
BT’s extensive experience in call centre operations and technology is also available to Communications Providers through managed service options, which range from portal-based interfaces for ordering and self-service, to customer billing services that remove a significant hurdle to providers wanting to enter new markets quickly and at low cost.
For those providers wanting the complete customer services package, BT offers first line and second line support options, payment collection and processing, and order and jeopardy management. All of the customer service managed options are designed to sit alongside or integrate with existing CRM systems. BT’s new Next Generation Contact Centre is a fully managed service available on-demand or on-net for rapid deployment of market leading CRM solutions.
Recently, companies such as Vodafone, Post Office and T-Mobile have all taken BT managed services that free them up to concentrate on their consumer brands and products, rather than capital-intensive network developments with uncertain costs and increased risks. Vodafone, for example, chose BT in large part due to its geographical footprint and existing infrastructure, and skill-set in delivering consumer broadband.
Nor is it simply about network infrastructure – managed services can be truly end-to-end in terms of customer service and billing operations. BT’s experience in these areas, along with its national reach and 21CN next generation network, are some of the key reasons for choosing BT Managed Network Services cited by customers – some 700 Communications Providers so far and counting.
BUILDING BRANDS EFFECTIVELY
Brian Fitzpatrick has more than 20 years experience in network carrier operations, including global positions at Global Crossing and Teleglobe International, but he doesn’t believe that carriers have to ‘do it all’: "The end-to-end capability is what 21st century communications is all about. While we deliver new innovations and enhanced customer experience on a secure infrastructure foundation, communications providers can build their brands and services portfolio cost effectively and at lower financial risk."
BT’s Managed Network Solutions gives Communications Providers the opportunity to gain competitive advantage by focusing precious resources on generating maximum value from core business areas, without being weighed down by legacy assets, high risk capital expenditure, or outdated technology and services. The question of whether to build or buy now has a clear answer.