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To protect its customer base in a changing market, Bezeq chose the Amdocs Billing system to support voice-data convergence and faster time-to-market for new services. Now able to provide customers with an improved customer experience, Bezeq is on the path to achieving integrated customer management.
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Lines of
Business: |
Telephony, Broadband, Transmission, Data, Satellite and Video Transmission |
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| Headquarters: |
Tel Aviv, Israel |
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| Web site: |
www.bezeq.co.il |
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| Employees: |
8000 |
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| Revenue: |
$1.13 billion (2004) |
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| Challenges |
- Fight churn resulting from new technologies and market deregulation
- Segment subscriber base, focus on business customers
- Increase flexibility in supporting new advanced services
- Manage pricing to meet regulatory limitations and low market prices
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| Solution |
- Amdocs Billing
- Amdocs Services:
- System Integration Services
- Consulting Services
- Learning and Workforce Readiness Services
- Software Support Services
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| Results |
- Improved customer satisfaction with superior service and customer-friendly bills
- Control over the customer experience for differentiated levels of service
- Reduced time to market for new services
- Single customer view and one bill for voice, data, IP broadband
- Flexible discount and price plans
- Advanced support for complex contracts and corporate hierarchies
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| Technical Statistics |
- Amdocs billing products:
- Amdocs Invoicing
- Amdocs Rating
- Amdocs Acquisition & Formatting
- Amdocs Customer Service
- Amdocs Accounts Receivable
- Amdocs Collections
- Server platform: Sun/Unix environment
- Database: Oracle
- Subscribers: 2.9 million (wireline)
- Integrated with over 100 systems, including three in-house order management systems
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 | Bezeq, Israel's leading communications provider, has adopted a strategy of growth and defense in an era of new technologies and intensified competition resulting from market deregulation. To ensure customer loyalty, the decision was made to improve agility in the business market and focus on optimizing the customer experience. In addition to improving service, Bezeq intended to achieve increased flexibility in pricing and in launching new services. As the company's existing billing platform did not provide the functionality, flexibility and speed required, the search began for a more advanced system.
After reviewing a range of products, Bezeq chose Amdocs based on its system, people and proven track record for successful delivery. "We selected Amdocs based on the very sophisticated system features, as well as the professional team we met, which we were confident would help us make the very big transition to a new system" said Raz Heiferman, Vice President of Information Technology at Bezeq. "Amdocs is a company that is able to deliver, and our system is now in production and running very well."
A PROFESSIONAL, DEDICATED TEAM
Amdocs took the role of prime integrator, providing all system implementation and integration services from an experienced team of implementation professionals. Says Heiferman,"The replacement of a billing system is always a big challenge. Amdocs provided us with a very good, professional team, and the system was integrated into a very complex environment. Looking at this project and the results, working together with Amdocs has been a very positive experience."
As part of the project, Amdocs provided consultation services and helped redesign business processes with Bezeq's marketing and IT groups. On site, Amdocs provided end-user and IT training to ensure a smooth transition to the new system. In addition, Bezeq relies on ongoing software support from Amdocs as needed.
Remarks Heiferman, "The people at Amdocs are very professional, very dedicated and very hard-working, and to be frank, we worked them quite hard. Bezeq is a creative company with creative ideas. We challenged Amdocs and they responded very well. They had the answers, they gave us different solutions to the issues that we raised and we like the way they work."
FLEXIBLE BILLING FOR BETTER RESULTS
The Amdocs billing system offers Bezeq the flexibility it needs to support its tens of thousands of business customers with better service and to maximize customer value. Bezeq is now able to deliver advanced products and services to market faster, and provide a superior customer experience.
"The new Amdocs billing system enables us to provide services much faster, respond better to competition, and quickly implement ideas coming from our marketing people," says Heiferman. "Providing us with this speed and flexibility is a very important feature that we are now able to pass on to our customers."
ONE BILL
Another key benefit of the Amdocs system is its convergent support for all lines of business, enabling a complete view of the customers and services. This enables Bezeq to position itself to customers as a single source for all communications requirements. Heiferman explains, "Amdocs' convergent support for voice, data and IP broadband allows us to provide business customers with a single bill for all services."The resulting bill is much clearer and contains more detailed bill information, which customers find easier to understand.
INTENTIONAL CUSTOMER EXPERIENCE
By supporting a unified customer view, Amdocs enabled Bezeq to deliver an intentional customer experience for improved customer satisfaction. "The feedback both internally and from customers has been very positive," says Heiferman. "Customers like the new bill, the ability to approach one of our business call centers and to get answers much more quickly on inquiries or bill adjustments. With Amdocs billing, our customer service representatives now have the information they need without having to look in different systems, which allows them to provide much better service to our business customers." A single view of the customer is critical to providing optimal customer service. By having a complete customer view, Bezeq service representatives know what each customer has and when to offer new products and services. The result: more satisfied customers.
RAPID TIME TO MARKET
The Amdocs billing system allows Bezeq to introduce new services and price plans without delay because it is a table-driven, parameter-driven system. Instead of having to hardcode services and price plans as in the past, Bezeq can now easily enter new services and price plans and have them available immediately for customers.
Says Heiferman,"The Amdocs billing system gives Bezeq the capability to provide a large range of discount plans and price plans. We now have the platform to react very quickly and to provide our marketing people the tools they require to compete. With Amdocs we can introduce new services at a much quicker pace."
As a result, Bezeq is able to provide enhanced personal service and communications solutions to the business sector. New consumer incentives include reduced price additional telephone lines, discounts on calls to frequently used numbers, and checking and paying bills via Internet.
SUPPORTING CORPORATE CUSTOMERS
Amdocs offers the flexibility needed to support requirements specific to business customers, including sophisticated contracts and corporate hierarchies. States Heiferman, "The Amdocs billing system provides Bezeq a platform to define very sophisticated different contracts with our business customers, allowing us to differentiate between customers and provide service the way each customer wants, which we couldn't do in the past."
INTEGRATED CUSTOMER MANAGEMENT
Bezeq sees integrated customer management as a critical strategy for success in its newly competitive market. Adapting to a more customer-centric way of operating enables Bezeq to better understand each customer, and target services based on customer needs and customer value. By delivering an intentional customer experience to each customer, Bezeq can improve customer satisfaction, lower costs and maximize the value of each customer.
Says Heiferman, "We are now operating in a competitive environment, so we have to work hard to convince our customers that Bezeq is the right choice. Our strategy is to become more efficient and customer-oriented, providing services and products and quality of service suited exactly to each customer segment. The Amdocs billing system is key to our vision, as it allows us to react quickly to market changes and provide advanced new services that our customers require at a very fast pace."
With Amdocs, Bezeq is now able to segment and serve customers uniquely and provide the right level of service at the right cost, focusing resources on high-value customers. The Amdocs system also provides a more flexible accounts receivable process, allowing Bezeq to provide different payment and collection options to different customers.
Creating a targeted experience for each customer is part of the integrated customer management approach, part of Bezeq's own long-term strategy. Says Heiferman, "The integrated customer management concept, which Amdocs is now leading, is a concept that that I believe every provider will have to implement, each in its own way. It is crucial for every telco to provide customers with a very broad range of services, to know which services have been provided to each customer, and to provide those services in the best way."
"We have just started the journey to implement integrated customer management and the first step is the new billing system from Amdocs. Over the coming years, Bezeq will look very carefully at Amdocs' solutions and see how we can use them in order to implement this vision."
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