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Data migration in a Telecom IT stack        

How to migrate in a Telecom environment

Data migration in different IT landscapes comes with different challenges. This short blog focuses on data migration in a Telco IT stack. If you want to read the full blog, please download the two-pager via the button below.

deloiite-high-level-telecom-it-stack

The Telecom IT stack

The IT stack of a telecom provider (Telco) is very industry-specific. It consists on high level of four layers, as elaborated in the picture above: SSO, Online, BSS and OSS.

Main challenge when migrating in a Telecom IT stack

The main challenge when performing data migrations in a Telco IT stack, is to minimize immediate customer and consequently NPS impact, which could lead to customer churn. Because it is quite expensive to attract a new customer in the Telco business, churn is rather costly and should be well managed.

Three types of customer impact fuel the customer decision to churn:

  1. Immediate service impact: since a Telco provides network services (e.g. Internet, telephony, DTV), a network service impact in this social media era will likely be noticed very soon if not immediately. When we add the fact that network services have become pretty much a commodity product with low cost of churn for the customers, you can easily imagine the impact such an event could have for the Telco business.
  2. Billing/invoice-related impact. Situations particularly leading to a negative impact on the NPS:

    • Bill shock: if the customer cannot be billed regularly for the next period in the target systems after the migration. The     first invoice (e.g. two months later) can cause a bill shock to the customer.
    • Higher monthly subscription fee: as a result of the product rating in the target systems.
    • Billing day of the month change: which is especially an issue for customers with a tight budget.
    • Different invoice layout: leading to questions from customers.
  3. Poor customer support: as a result of the service or billing impact, customers will reach out to the call centers for support. Depending on the capacity of the call centers, the extra call load can negatively affect the customer service experience on top of the service or billing impact, which is a serious churn driver.

 

How to perform data migrations in a Telecom IT stack

The following three best practices will help in minimizing the customer impact and proactively managing the risk of churn:

1.       Align migration with call center capacity

2.       Ensure migration orders are non-provisioning

3.       Manage the specific challenges per IT layer

If you are interested in the details, please download the Data migration in a telecom IT stack service two-pager on the right side of the page. This document gives some additional tips on how to use the data migration opportunity to improve the business value add.

Do you want more information on data migration?

We are interested in your thoughts on, and experience with data migration in a Telco IT stack.

Would you like to know more about data migration? Please do not hesitate to contact Wing Lee via WingLee@deloitte.nl or +31882882902.

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