Techno-commercial GAP Assessment

Challenges:

Customer experience is one of the key factors driving revenues and reducing churn for telecom operators in today's highly competitive market.

It is critical that the reporting of Technical KPIs, especially those relating to customer experience, are aligned with the business need. Where Technical KPIs are used by other departments, Marketing, Sales, Finance, etc. it is imperative that the reports include the appropriate measurements and are interpreted by all correctly.

Cyberteq are able to independently assess technical reports, both internal and those provided by third parties, to ensure the full picture is presented accurately to the business.

Solution:

Cyberteq Technical GAP Analysis consultancy service support operators by identifying issues affecting customer experience, be that coverage or service related. By benchmarking an operators performance against international trends Cyberteq are able to identify where gaps and opportunities for improvement exist. The assessment and benchmarking is conducted through actual field measurements mimicking customer behavior using best in class tools which asses voice, messaging and data services for 2G, 3G and 4G.

Being a vendor and tool independent consultancy firm, our Technical GAP Analysis service gives our clients impartial and independent results.

This advisory service will be implemented using a methodology that have been honed over numerous successful client projects. The activity is divided into three phases:

Phase 1 - Data collection.

Data collection through field measurements tests (drive, static & walk).

Commercial team requirements (business cases, etc.) and implemented technical solutions
Phase 2 - Data analysis.

Post processing of collected data followed by analysis.
Phase 3 - Recommendations and reporting

Production of detailed assessment and benchmarking report.

Detailed list of recommendations with priority level based on its impact on customer experience

Results:

Cyberteq will present a detailed report which includes an executive summary of the key findings,

The full report will include practical, implementable, recommendations, identifying quick wins as well as actions that should be prioritized so as to demonstrably improve customer experience. The report will also highlight any GAPS between the commercial and technology teams, again identifying the issue, obtaining agreement where possible, and providing recommendations supported by a realistic high level implementation plan.

As a minimum the report will typically cover the following topics:

Review the technical KPI requirements of the commercial team to ensure alignment with their needs. Where GAPS in information are identified the report will propose revised or new KPIs. The proposed KPIs will be specifically designed, and relevant, to the network elements currently in operation.
Comparative independent analysis of the current technical KPIs and the measurements that have been requested by the commercial team (These typically include coverage, performance & service KPIs and ROI per site).
Evaluation of the current architecture and technical solutions that have been implemented vs the needs and requirements of the current business cases and long term plans. Independent advice and recommendations identifying opportunities for more appropriate solutions that offer improved performance, reduced total cost of ownership, improved functionality and/or flexibility in the future.
Review the end to end processes that trigger the investments made by the business for customer experience improvement. Highlight any GAPS identified in the existing processes and propose actions to close the GAPS through detailed recommendations supported by an implementation plan.