Providing communication services for all of us
Communication service providers (CSPs), often referred to as telcos, provide essential services connecting all of us, across the globe, all of the time, via wireless networks and wired devices, cable networks and satellite.
Keeping networks up and running is a feat that takes place behind the scenes 24/7.
They enable us to work from anywhere while giving us continuous access to a plethora of news, content and entertainment.
CSPs truly help us to navigate these times more easily. And for that, we are thankful!
Now, let’s take an inside look at a typical CSP’s own technology journey and some challenges they typically face with their back office operations.
Decades of business innovation
CSPs have always been the leaders of business innovation, providing the latest communication services for decades. The telecom industry continues to morph providing essential communications services, which includes faster infrastructure such as 5G cellular service and 10GB broadband as well as the latest handsets, devices, content, apps and services galore.
A CSP’s growth is often fueled by acquisition or mergers. And with each merger, the back office and front office landscape of a typical CSP becomes more complex. This complexity is even more pronounced with many different customer segments on a myriad of payment plans, subscription models, and contracts. Internal systems often become an intricate web of legacy applications that need to be maintained. Some CSPs often have highly customized on-premises systems that are even more expensive to maintain and upgrade. To help solve that problem, many CSPs have been replacing their on-premises systems with cloud applications.
Moving on-premises business systems to SaaS
Here is an example of how one CSP has moved its business over time to a SaaS based cloud suite. This particular CSP operates in many different countries with many lines of business that serve both the consumers and other businesses. Being located in different countries, the different lines of business function as individual accounting entities, and their distinct back offices include many customized legacy systems with a variety of other solutions used to automate discrete tasks.
With a largely on-premises footprint, this CSP decided to modernize their on-premises back office financial operations with cloud applications. Since each operating entity had its own back office systems, one-by-one, the CSP had begun by retiring the different legacy systems and replacing them with a SaaS solution.
As a result, this company has reduced its IT operating costs by 1/3.
The savings has resulted from:
• Simplified application maintenance—fewer legacy systems to manage, upgrade and test
• Reduced hardware footprint— provider manages cloud hardware and infrastructure
• Streamlined deployments—giving a more rapid roll-out process
With the cloud applications, new capabilities are made available in the application every quarter. The CSP had been able to quickly modernize processes to include projects, budget control, and many of the functions in the procure-to-pay workflow. The company had shifted away from its former development of application customizations and embraced the best practices that came built into cloud applications on a quarterly basis.
Since process changes can be part of application updates, the company had focused on change management, training, and employee satisfaction. In a certain instances when the CSP required a specific enhancement, a new feature could be proposed to be added to the software in collaboration with the greater customer community input.
This collaboration becomes a cornerstone of the strong relationship between the customer and the cloud provider.
Creating a business environment for the next gen workforce
This CSP’s transition to a cloud-based back office solution provided many benefits in addition to the cost savings. Projecting a shift in workforce demographics, with an estimated 20-30% of the workforce reaching retirement age in the next five years,
… they standardized processes and best practices to facilitate an easier onboarding of the next generation workforce.
As the company eliminates disparate on-premises systems, streamlines processes and reduces training costs through guided learning, it continues to enable the next generation workforce who will have even faster and greater visibility into data, yielding better business results into the future.
How we can help
By working in close partnership with our customers, we continue to provide cloud apps and the next generation cloud infrastructure to modernize business processes so that all our customers can be back office and front office business ready.
For more information on a complete suite of cloud-based applications, go to www.oracle.com/applications.
Lisa M. Schwartz is a Senior Director, Cloud Applications Product Marketing at Oracle. You can follow her on @leeza2020