Amdocs Survey: Service Providers Seek End-to-End Order-to-Activation Management to Increase Revenues, Reduce Costsand Improve Customer Satisfaction

Amdocs, the leading provider of customer experience systems and services, today announced the findings of a global survey that exposes high rates of blocked orders and order fallouts, caused by the increasing complexity of ordersand the lack of streamlined order-to-activation (O2A) solutions.

The survey revealed that although more than half (59 percent)of the service providers polled agreed that the O2A process wascritical to their success, onlynine percent were “very satisfied” with their O2Aprocesses. The majority (59percent) had fragmented O2A processes, siloed across product lines or customer types, leading to errors, inaccuracies and delays in service fulfillment with lost or stalled orders still too common. The survey was conducted by leading analyst firm, Heavy Reading.

“Service providers highlighted efficiency issues with order-to-activation processeswhich result in order fallout and an increase in support costs due to the complexity of business orders and a lack of automation,” said Ari Banerjee, senior analyst at Heavy Reading. “An end-to-end solution, covering all IT and operational aspects of O2A, was clearly identified as the most attractive solution. Increased automation andimproved order-to-cash processes would increase revenues, reduce costs and improvecustomer satisfaction.”

Key research findings reveal that:
• Current O2A systems and processes remain fragmented:Just nine percent of service providers were “very satisfied” with their O2A operations and 48 percent currently have little or no automation.More than half of service providers (59 percent) have separate systems and processes across lines of business and the majority (61 percent) rely upon multiple vendors to support their O2A-related systems, solutions and services. This is despite an industry focus on simplifying business models and embracing a 360-degree approach to customer experience management.
• Blocked orders and fallouts arecommon, leading to a lack of customer satisfaction:56percent of service providers have fallout rates of up to one in ten, with 20 percent experiencing fallouts of up to one in five. Inaccurate order entry (50 percent), lack of business process consistency and integration (52 percent) and too many manual steps in the process (52 percent) were identified as the most common reasons for failure to deliver an order to a customer successfully.
• Service providers seek to improve O2A with end-to-end managed solutions:64 percent want to implement end-to-end managementof all aspects of O2A activities, 65 percent wish to automate order flow-through for complex IP services, and 64 percent want automated service orchestration.

“Service providers are increasingly focused on the business sector to grow revenues, leading to a huge increase in the number and complexity of orders, and a rising order fallout rate,” said Rebecca Prudhomme, Amdocs vice president for product and solutions marketing. “They are turning to Amdocs for our O2Aoffering, a Value Process Operation (VPO) combining services, technology and operation capabilities, toimprove key performance indicators and increase revenues while reducing costs and improving customer satisfaction through streamlined processes and automation.”

The research was conducted in April and May 2013, withdecision-makers from 55 service providers with multiple lines of business. Service providers interviewed included tier-1 and tier-2 companies based in Europe, Middle East and Africa(23), North America (16), Asia Pacific (12) and Latin America (4).

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This release was published on openPR.