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Accelerating Multi-Play Growth: J:COM Case Study
Mr. Seiichi Morimoto Senior Corporate Officer and General Manager of the Information Technology & Materials Unit, J:COM
Mr. Yoshifumi Fujii General Manager of the AIT Business Support System Development Project Office, J:COM
1 Multi-Channel Market in Japan
2 Overview of J:COM
Needs for BSS Replacement
4
3
Solution and Result
CATV History in Japan
1939 The experimental broadcasting by NHK
1953 The regular broadcasting by NHK
1955 First CATV broadcasting in Ikaho, Gunma Pref. as a poor reception area
1985 First multi Channel CATV service in Tama, Tokyo
1987 BS broadcasting started by NHK
1995 J:COM established as the First MSO in Japan
1996 CS broadcasting started
2014 Total 545 CATV companies in Japan
Measuring the field intensity in Ikaho (Famous for Hot spring)
8.01
3.78
0.96
0
2
4
6
8
10
CATV Sky Pe rfec t IP TV
Overview of Japanese Multi-Channel Market
Source:
・Japan penetration data: As of Sep,2012.
・Hoso Journal (issued in Jul, 2011 ) and SKY Perfect
・JSAT Corporation web site, IPTV data (I-Cast, KDDI,
BBTV, U-NEXT, Cool.revo)
・Total number of households: Ministry of Internal
Affairs and Communications report
・UK penetration data: Office of Communications
(Dec, 2010).
・US penetration data: Nielsen (Dec, 2011).
Penetration rate
0
20
40
60
80
100
Japan UK USA
24%
52%
90%
Source: ・CATV:Hoso Journal (issued in Dec, 2012) ・SKY Perfect JSAT Corporation:Indication material from web site ・IPTV:Ministry of Internal Affairs and Communications report
Subscribing Households (Unit: millions)
TV broadcasting antenna on the Tokyo Sky Tree
2013 Total:12.7M
Multi-Channel Market and J:COM’s Position
Source: CATV:Hoso Journal (issued in Dec,2012), J:COM’s published figures SKY Perfect JSAT Corporation:Indication material from web site IPTV: Ministry of Internal Affairs and Communications report
Operators with
less than 100,000
subscribers
(As of the end of Sep,2013)
Multi-Channel Subscribing Households Multi-Channel Market Share
(Unit: thousands of households)
15%
Multi-Channel
Number of
Subscribing
Households
12.7 mil
4,022
960
397 361 138
287 176 100
3,775
0
2,500
5,000
32%
SKY PerfecTV!
CATV Market and J:COM’s Position
Source: Hoso Journal (issued in Dec,2012), J:COM’s published figures
Operators with less
than 100,000
subscribers
(As of the end of Sep,2013)
CATV Subscribing Households CATV Market Share
(Unit: thousands of households)
30% CATV
Households
8.0 mil
287 361
138 100 176
100
0
1,000
2,000
3,000
4,022
397
52%
4,000
1 Multi-Channel Market in Japan
2 Overview of J:COM
Needs of BSS Replacement
4
3
Solution and Result
History of J:COM
1984 Sumitomo Corporation started Multi-Channel CATV Business
1995 J:COM is established as a joint venture by Sumitomo Corporation
and Tele-Communications International, Inc.(Liberty Global, Inc.)
1999 Started High Speed Internet Service
1997 Started Fixed Phone Service
2004 Started Digital TV Service
2005 Started VOD Service
2007 Started Ultra High Speed (160M/Down stream) Internet Service
2011 J:COM is owned by Sumitomo Corporation and KDDI
2013 Started Electricity Whole Sale
J:COM Overview
Japan’s only “Comprehensive Media Company”
that has both the platform and content
Jupiter Telecommunications
▼Establishment :Jan 18, 1995
▼Paid-in-Capital :37.6 billion yen
▼Employees:13,838 (entire group)
(As of the end of March, 2014. Including JCN)
Scale of Cable Television Business
Invests in and operates 17 channels
Media Business
Manages program supplying companies
5.0 mil
Subscribing Households*
13.1 mil Connected Homes
19.2 mil Homes Passed
(As of the end of March, 2014)
Cable Television Business
Manages Cable Television Companies Offer multiple broadcasting and telecommunication services
* Total Number of Subscribing Households
= the number of households subscribing at least one service
Cable Television Business
5.01 million Households
3 services provided together
4.24 mil
3.39 mil 2.75 mil
Triple Player Service Deployed in 5 Urban Areas
•
•
• • •
• •
•
• • •
•
• • Kansai
Sapporo
Kanto
Kyushu
Sendai
(As of the end of Feb, 2014. Including JCN. JCN Group calculates subscribing HH using logic different from J:COM. In the future, when JCN starts applying
J:COM’s logic, the JCN figures may change.
0.12 mil
0.05 mil
3.16 mil 1.29 mil
0.38 mil
・Japan’s Largest Multiple System Operator (MSO)
・Pioneer in Triple Play Business
(Cable television, Internet access, Telephony)
Media Business
Sport Documentary Drama Movie Animation News
Hobby
11 companies (17 channels)
5 consolidated subsidiaries, 2 equity method affiliates, 4 others
・Japan’s Largest Multiple Channel Operator (MCO)
・ Invests and operates 17 channels
In 2012, consolidated Asmik Ace, major film company
Door to Door Sales
J:COM Cars Direct communication with customers
Excellent customer support
J:COM SHOP
Customer Centers
Community Channel
New touch point rooted in the community
Approximately 2,500 sales staffs
82 shops
10 centers
Community-based Operation
Technical Center 20 centers
Technical support by visiting customers
(As of the end of Mar,2013)
The Operator with a Familiar Face
Local community information on air
(LIVE program “Tsunagaru Go Go” )
1 Multi-Channel Market in Japan
2 Overview of J:COM
Needs for BSS Replacement
4
3
Solution and Result
What J:COM BSS Looks like?
DSR
CSR, TeleSales
Shop
Field Engineer, Dispatch
Web, Mail, SNS
Services
Financial
Broadcaster
Tele- communication
Printing
Mailing
J:COM Business Support System in 2009
Order Entry
Reporting/BI
Back Office Support
Telephony Rating
Work Force Management
Data Exchange Platform
Self Service
Service Platform
Mapping
CTI/PDS
3rd Party Partners
J:COM Channel
CRM Siebel
Billing Smart Pack
History of J:COM BSS
1996 Implemented US Computer Service (DST Innovis(1999)
amdocs(2005)) InteleCable2.5 as a core of CATV business
2005 Implemented Siebel as CRM
2009 Started BSS replacement project with SCSK(Japanese SIer)
/amdocs by implementing amdocs CRM and Smart Pack
2011 Implemented amdocs CRM7.5.2
2013 Implemented Smart Pack 8.5
Needs for BSS Replacement
Rapid growth of subscribers and products
HP 11 times up
Subs 31 times up
1995 1.7 mil HP/0.16mil Subs
TV Only
2014 19.2 mil HP/5 mil Subs
Omni-Channel
Complicated System Structure
Inefficient Data Flow
Losing Agility
Ensuing system additions resulted losing system
development agility and push up the cost
Because 30% Call to Customer Center was related Billing enquiry, CRM and Billing Integration was
urgent issue
1 Multi-Channel Market in Japan
2 Overview of J:COM
Needs for BSS Replacement
4
3
Solution and Result
Main issues in BSS
Silo Type System Development Scattering User Interface
Drained System Codes
Billing
CRM
Self
Service
WFM
BI Report
CRM
Billing
WFM Back
Office
New Service OTT Service New Device
Too many screens…
No more codes
to define new Service!! Which service
should I choose?
Overwhelming # of New Products/Service
What J:COM aimed for?
ETL(Data Exchange Platform)
Service Platform
amdocs
CRM
Smart
Pack BOS WFM
Service
Provisioning To Be System
UI Integration
Order
Entry
Self
Service
To Be
System
Integrated Reporting/BI
New Features •Code Expansion
•Product Catalog
•Multiple Order
•Order Audit
Other Systems
How J:COM developed the BSS?
2009 2010 2011 2012 2013 2014
Phase I
amdocs CRM development
Phase II
Smart Pack and Other system development
Implementation
Implementation
Project Start CRM Replaced Billing & Other Systems
Replaced
Task Force for Implementation
• Divided into 2 Phases – CRM Replacement, and Billing & Other
Systems replacement
• For a safe implementation, Internal Task Force was established
Outcome of Implementation
System Code Expansion
0.99 Million House Hold expanded 10M Million
Product code (represents Service and Price) 1,260 expanded 3,782
Most system code were expanded to double
Rapid growth of Subscribers and Products
Call Center
5% increased Productivity by amdocs CRM
16% less calls from DSR to Call Center by implementation of Order Entry system
Reduced order entry time by “Quick Order” in Smart Pack Reduced work load by “Multiple Order” in Smart Pack
5% after call work (ACW) reduced by “Optimized screen” in Smart Pack
8% less workload by new feature in Smart Pack Back Office Center
Dispatch Center Reduced workload by Optimized screen in Smart Pack
Complicated system structure
Outcome of Implementation
Field Engineer Reduced inputting time by Performance Optimization in WFM
DSR Reduced inputting time by Optimized screen in order entry system
Removed phone communication with Call center by amdocs CRM Improved data maintenance work load by MDU mgt system
DSR Administrator
Outcome of Implementation