HP says DTAC, a mobile operator in Thailand, is deploying HP Next Generation Operations Support Systems (HP NGOSS) to reduce internal costs, speed delivery of revenue-generating services, and improve service quality.
“DTAC’s primary goal is to provide a rewarding experience for our 19 million customers, and HP is an important partner in that effort,” said Tore Johnsen, chief executive officer, DTAC. “The HP blend of consulting expertise and software solutions is helping DTAC develop the NGOSS environment we need for our network and our customers.”
By using HP NGOSS software solutions to automate key network and service management processes, DTAC aims to transform the customer experience and increase customer loyalty.
Its decision to deploy HP solutions was based on a strategic analysis of its business and operational needs done with HP Solutions Consulting Services, says HP.
When the HP NGOSS solutions are deployed, DTAC customer care agents are expected to be able to resolve 70% of complaints on the first call, thus enhancing the customer experience and reducing operational costs.
“Mobile operators like DTAC can drive down costs and improve quality of service with a highly automated OSS,” said Erwan Menard, vice president and general manager, Communications and Media Solutions, HP. “With HP, DTAC can manage the customer experience proactively and achieve high levels of service assurance – in essence, solving problems before they occur.”
According to HP, HP Solutions Consulting Services helped DTAC examine business and customer strategies to determine the optimum OSS organization, process and solutions set. To help select the right course, DTAC took advantage of HP COSMOS, a repository of methodologies, best practices and intellectual property gained from over 400 OSS deployments worldwide. HP Solutions Consulting Services provided project governance throughout the deployment.
For customer experience management, HP is providing the HP Service Quality Management solution, which will enable DTAC to monitor and proactively manage the delivery of mobile services, including voice, messaging, and data.
HP Service Quality Management will be coupled with touchpoint, an offering from Dublin, Ireland-based Arantech, to help DTAC address problems even before a customer complains. The two solutions enable DTAC to monitor customer problems relating to network access, handset protocols, and other probe-oriented measuring points, as well as network and service-level problems.