Profile in Telecoms

Overview

IT ideas that promise rapid payback for telecoms.

Yes, you’re in the midst of a social and technological revolution. No, that doesn’t mean you can take your eye off the business fundamentals.

Although the future of telecoms gets more exciting every time you look at it, the same business issues keep everyone awake at night. Higher ARPU, hanging on to good customers, getting revenue from data as well as voice, launching 3G.

To sleep soundly, you need an IT partner whose pragmatism and practicality match their experience and ability to innovate. Fujitsu, for example.

Our telecoms background is unique, and broader than any of our competitors. We’ve been in the business for decades, making everything from ground-breaking optical devices for mobiles to the best DSL switches on earth. We pioneered mediation systems and still operate Europe’s biggest, for BT, and our general IT services are cutting costs and improving efficiency for many more of the world’s biggest telcos.

But do we have anything fresh for these tough times? Judge for yourself:

Customers first

Customer service causes the most complaints while also offering the biggest opportunities. Providing a positive experience at every touch point is the goal, but it can be expensive, and requires highly sophisticated information management.

For Ireland’s Eircom, Fujitsu built a Customer Sales and Support system that collects all the company’s customer knowledge and presents it to call centre operators simply and dependably. The results were immediate, in the form of faster calls, shorter holds, happier customers, lower costs and higher sales.

The end of problem calls
For some of our customers, we provide more than customer support systems, we handle the calls as well. But we do it differently.

Our unique Sense and Respond methodology empowers call handlers to seek permanent solutions to regular issues. Instead of measuring success on ‘how many calls did you handle today?’, we ask ‘how many customer problems did you solve permanently today?’

This way of thinking eliminates recurring problems, thus reducing overall call volumes, cutting costs and improving customer satisfaction.

Mobile IT Resource Management. Making it work.
Mobile workers are potentially one of your most potent new sources of business traffic, they can also offer significant savings and productivity improvements for your own organisation. Fujitsu already supports over 50,000 mobile IT users across a range of industries, all of whom enjoy excellent returns on their investment.

We provide a complete service, including

• Provision, configuration and management of devices and hardware, with data back up and recovery
• Design and operation of access infrastructure, over fixed or wireless networks
• Hosting and management of applications, from PIM to CRM to field engineering management
• Service Desks, user self help and mobile engineering support, for faults, advice and user guidance
• Specialist consultancy services to measure business objectives and ensure maximum ROI

Doing billing better
When you’re straining to offer new services every month, the last thing you need is an inflexible billing system, but that’s what many Telcos are stuck with.
When Britain’s O2 wanted the ultimate, they chose Fujitsu to implement a new, service-independent system that guarantees accuracy and cuts the time to market for new services by up to 98%.

Consolidating support cuts costs and improves service.
You probably have thousands of suppliers and hundreds of support contracts for the far-flung complexities of your IT and network estates. The cost of these is huge and you may be realising that consolidation (re-writing many support contracts into one) can pay dividends.
Fujitsu is among the world’s most experienced providers of IT support, with more qualified field engineers than anyone else in Europe and expertise across every type of hardware, network and application. With world class datacentre capability, software and hardware experts on stand-by, and an award winning Service Desk, consolidation is not only a safe option, but a wise investment. Handing the totality of your support to Fujitsu will save a lot of money. Better still, it will cut downtime and improve user productivity.

Creating revenue opportunities together
Working with Fujitsu, you can also develop new services and sell them to new customers. For example, we recently worked with a large British mobile telco to create a fully mobile just-in-time sales system for a customer that sells window blinds to businesses and property developers. Field salespeople use a networked PDA to measure up on site. They then input the data direct to the SAP manufacturing system, while still on site. Delivery times have been cut from 6 weeks to 3 days and the business now has a powerful new differential.

Retailing systems that cut costs and make sales
If you’re a retailer as well as a telco, we can help cut costs with in-store and back-office systems that give you more access the your valuable customer data. We can also increase sales and customer retention with top-up kiosks, in-store plasma screens and e-mailshot systems, supporting your customer relationship at every touch point.

If you want to find out how we can help you, call us on +353 (0) 1 813 6000.