Transcript New Proximus PowerPoint template

Proximus S.L.A
The new Customer Centric Partnership for
Corporate Customers
Presentation
15 July 2015
slide 1
Proximus Partnership Pact -2003
• First step towards a better communication and
transparency with the Business Market
4 Domains of Guaranties
– Network
• Proximus guarantees an overall network availability of over 99%.
– Customer Relationship
• Proximus guarantees access to a call center 24/7 from Belgium as well as
from abroad.
– Billing
• Proximus guarantees for companies the possibility to check their invoices
on the Internet securely and free of charge.
– Handsets & Sim
• Proximus guarantees that any new SIM card at the disposal of its customers
is a 32K card for telephones that support this technology. This 32K card
allows the storing of 200 contacts and 18 SMS.
Presentation
15 July 2015
slide 2
Proximus Partnership Pact -2003
• Even if Proximus Partnership Pact interests our
Corporate Customers, it does not inform about
the Level of Quality that we deliver to them.
• The PPP is Network-wide.
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15 July 2015
slide 3

Network-wide.
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15 July 2015
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
Customer centric
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15 July 2015
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Why do we need S.L.A.?
 Mobile Telephony is more and more present in the
Economy and becomes a key factor for companies
 Business Critical.
 SLA demonstrates objectively with facts & figures
our Network Superiority.
 SLA reinforces our image (Innovation and Quality)
 SLA is a support to generate new Data projects
 New Revenues
 Improves BMB Customer knowledge and Customer
satisfaction
 SLA optimises fault rectification
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Presentation
15 July 2015
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Service to be delivered
• This SLA will deliver the following items
–
–
–
–
Customer-centric performance indicators
Customer-centric incidents (outages)
Proactive communication in case of outages
Periodic reporting of the Performance KPI
defined for the products and the incidents.
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Based on European Telecommunications
Standards Institute (ETSI) recommendations
Presentation
15 July 2015
slide 7
Service to be delivered
• 1- Site Monitoring
– Network availability per cell / group of cells
– Cells/Group of cells are predefined and fixed
together with the customer, based on identified
customer-critic locations (industrial zoning,
headquarters)
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02AER1
World
Company
02BIA1
02AIE1
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Performance, Tracking and Reporting
2. Customer-centric incidents (outages)
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* support on this SLA project will be effective
between 8am and 8pm.
- From 8 A.M. to 5 P.M. : Business Service Consultant
- From 5 P.M. to 8 P.M. : 0800/ 22 030 (Data Cust Serv)
Presentation
15 July 2015
slide 9
Performance, Tracking and Reporting
3. Proactive communication
•outages that impact coverage will be classified as major or critical
depending on the service degradation and on the type of KPI. The
thresholds are defined as follows:
KPI
Major
Critical
Coverage at a customer site
< 95%
< 51%
Coverage in a phone zone or Belgium
< 99%
< 95%
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•For Critical outages BMB will immediately inform
the customer by e-mail.
•For Major outages BMB will inform the customer by
e-mail within 30’.
Presentation
15 July 2015
slide 10
Performance, Tracking and Reporting
4. Periodic reporting
• Personnal reporting
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• Outages (Planned & unplanned)
• Per KPI defined
• Service and Quality Review.
Presentation
15 July 2015
slide 11
Selected KPI’s per product
Voice
KPI
Type
Dropped Call Rate
NW
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CC (1)
Call setup success rate
NW
CC (1)
Availability per site
Predefined customer area
(1): Only within the Proximus network (ISUP issue)
– BMB  BMB => all root causes (A-interface)
– BMB -> others => only if problem at BMB side (A-interface)
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15 July 2015
slide 12
SMS
KPI
Type
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SMS Success Rate per destination
(Mo=>Appl)
CC
SMS Success Rate per origin (Appl => Mo)
CC
SMS service availability for direct SMPP
connected customers
CC
Direct SMPP connection throughput
CC
MSC
SMSC
Application
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15 July 2015
slide 13
GPRS
KPI
Type
Cell phone
Attach Success rate
CC
GPRS Network Availability
Predefined customer
area
Available
Planned
Available
Unplanned
Planned
12/2005
11/2005
10/2005
09/2005
08/2005
07/2005
06/2005
05/2005
04/2005
31/12/2005
29/12/2005
27/12/2005
25/12/2005
23/12/2005
21/12/2005
19/12/2005
17/12/2005
15/12/2005
13/12/2005
11/12/2005
09/12/2005
07/12/2005
05/12/2005
90
03/12/2005
92
03/2005
94
01/2005
Percent
96
01/12/2005
Percent
98
100
99
98
97
96
95
94
93
92
91
90
02/2005
Area Belgium Availability
Area Belgium Availability
100
Unplanned
Service degradation events:
Start
Time
End Date
End Time
Duration
Worst
Service
Level
Planned
Start Date
Date
Time
Date
Time
hh:mm:ss
%
Yes/No
Presentation
15 July 2015
slide 15
KPI
GPRS
Dropped Session Rate
Type
CC
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Connection Setup Succes Rate
CC
Throughput
CC
Set-up time
CC
Service Availability
‘Ping’
with the current data capture limitation (avg. 80%)
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15 July 2015
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Thank You
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15 July 2015
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