Managed Services and the Customer Experience

Managed Services and the Customer Experience Image Credit: Openet

The level of complexity within an operator’s network is more pronounced now than ever before. Gartner predict that by 2020 there will be 25 billion connected devices. This huge growth coupled with inflexible legacy systems and more complex service offerings mean that operators are now facing challenges that they have never in the past faced.

In a time when revenues from traditional offerings are decreasing and competition is growing, it is hugely important that operators are focused on where they can add real value to their business.

Traditionally operators viewed managed services primarily in terms of cost reduction and overall OpEx savings; however, more recently there has been a shift to the role it has to play in customer experience management. This shift is becoming even more pronounced as operators look to leverage emerging visualization and cloud-based strategies that necessitate retooling their environment, staff and processes. Operators are realizing that to keep customers engaged, loyal and out of the hands of competitors it is necessary to be more proactive in the lifecycle journey. In order to do this they are increasingly looking to managed services for their BSS functions, as this enables operators to concentrate on their key strengths. So what does a managed service provider bring to the table?

Focus on Your Strengths….

In a recent Informa survey, over 30% of operators stated that they currently outsource their BSS/OSS functions, with a further 26% stating that they plan to outsource in the next three years. It is the outsourcing of the BSS functions that holds real promise for operators. Not only does it free up valuable resources for them to concentrate on key areas such as marketing, sales and the customer journey, it also allows for the management of the BSS function by industry experts which can in turn drive end value for the subscriber.

Faster, Faster, Faster…..

Time to market is a term that seems to pop up in every situation these days. However, there is no denying that in today’s competitive landscape the ability for operators to roll out new services and offers quickly to market is essential. Reducing wasted time in pre-deployment and subsequent, continuous feedback from production are key factors for allowing operators to achieve fast time to market. A best in class managed service offering allows for end to end lifecycle management by industry experts.


Subscribers are constantly looking for innovative offers and operators need to stay ahead of competition when it comes to rolling these services out. BSS managed service providers can act in a consultative role on market best practices while also working proactively with the operator in implementing new product and service features. It is the expert product knowledge and roll-out experience that allows the BSS managed services provider to deliver these features and help drive better subscriber engagement.

It is these value add components that a BSS managed services provider brings to the table, such as innovation, experience/knowledge and lifecycle management, that is changing the way operators view managed services. At a time when an operator’s world is becoming more and more customer centric and competition is increasing, managed services of BSS functions will only become more important, as operators are forced to focus on their key strengths in order to grow their business. It is this need for operators to better engage and manage their subscriber base that is driving the evolution of managed services from a cost efficiency exercise to a valuable component in the customer experience story.

This blog was originally published on Openet's Blog

Luke McDonald is the Executive Director of Global Production Operations at Openet.


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