Telkom Indonesia Flexi Case Study - Clarity Case Study
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Clarity Case Study
Telkom Indonesia Flexi Case Study
Flexi, the largest fixed mobile
service provider in Indonesia,
deploys the Clarity Unified OSS to
provide superior customer service
through holistic management of
their network.
“Rapid deployment A Global Perspective
must be balanced
with excellent “In high growth markets
there is a need to rapidly
customer experience
deploy networks to capture
to keep hard-earned new market share right from
customers. the start. Market share is
essential not only for
Ensuring service revenue generation, but Tony Kalcina
also in securing funding for Executive Director
quality is met is what Clarity
differentiates a ongoing network rollout
and operations.”, explains
successful operator
Tony Kalcina, Executive Director, Clarity and member of
from the crowd.” the TMF Advisory Board.
Tony Kalcina “Very often these growth markets are both extremely
Executive Director competitive and price sensitive and pricing is often a
Clarity differentiator in the customer’s initial selection decision.
However, once on board, this rapid deployment must
be balanced with excellent customer experience to
keep those hard-earned customers.
The emergence of technologies such as CDMA to
support Fixed Mobile Access have provided operators
with the opportunity to achieve the first of these two
objectives – they can more rapidly deploy networks, at
a much lower cost than traditional fixed networks, and
pass that onto their customers through very reasonable
pricing plans. Achieving the third objective – ensuring
service quality is met – is what differentiates a successful
operator from the crowd.
Wireless networks, unlike traditional fixed networks, have
fewer physical constraints, such as copper to the
premise for landlines, to limit the number of activations
on the network. Indeed, until such a network is well
established it is only possible to estimate network usage
based on assumptions.
To monitor and proactively manage actual network
performance, operators need operational
management systems that interact with the network in
real time to continuously monitor network performance,
and ensure that it is providing the very best experience
for customers.”
The Telkom Flexi Vision
Flexi is the CDMA-based fixed wireless phone division of
Telkom Indonesia. Because the network minimises the
need to lay cable, Flexi have been able to rapidly
deploy their network, and have grown their subscriber
base from 4 million subscribers in 2005 to over 15 million
subscribers in 2009.
By using the Flexi service, customers have an area-code
limited mobility service, offered at the same tariff plans
as fixed line networks. Customers have a wide choice
of fixed and mobile handsets, prepaid and post-paid
tariff plans, and access to a wide range of traditional
mobile services such as SMS, ring tones and voice mail.
From very early on, Flexi recognised the importance of
providing an excellent customer experience to differen-
tiate their services from their competitors. Consequently
they offer service level guarantees for their customers,
for activities ranging from new line installations,
restoration of disconnected lines and billing complaints.
As Flexi’s subscriber base increased, they realised they
needed to streamline their operational processes to
best meet their commitment to customer excellence.
Consequently, Flexi commenced a program to improve
the processes and systems they use to monitor, measure The Challenge
and manage their network operations. Simplify business
processes through
unification of workflow
and data
Move from reactive to
proactive network
management to
reduce MTTF and MTTR
Provide effective and
easy-to-use internal
control mechanisms
Improve business
manoeuvrability in
response to market
demands
Clarity was built from Selecting Clarity
the data model up to
PT Telkom Indonesia, the corporate office, had already
support a multi- experienced the challenges of rapid subscriber growth,
service, multi-network and had commenced a transformation journey in 2006.
environment. It was Their imperative was to move from their legacy opera-
also proven to scale tional environment which was characterised with silos of
to very high volumes business systems that fragmented operations.
and simplified Their end goal was the simplification and unification of
integration risk with an key business process areas to provide effective internal
control. Furthermore they would be able to proactively
extensive library of
manage their network and be highly adaptable to
tools for system and address their changing market place.
network integration.
After an extensive selection process, the Clarity Unified
OSS was selected to provide a simplified and standard-
ised operational environment. Clarity was built from the
data model up to support a multi-service, multi-network
environment. It was also proven to scale to very high
volumes and simplified integration risk with an extensive
library of tools for system and network connectivity.
When Flexi started their own journey, they made an as-
sessment of the Clarity Unified OSS. Like their parent
company they realised that the benefits of a horizontal-
ly integrated Assurance and Fulfilment suite, with a
common data model, workflow and user interface, was
perfectly suited to meet their business objective of pro-
active, holistic operational management.
Nationwide view of network activities
“We needed a flexible and highly scalable OSS, capable of
keeping pace with our rapidly expanding subscriber base
while also supporting lean operations and excellent customer
service quality. Clarity’s Fulfilment and Assurance solutions pro-
vide us with a clear view or our entire network status, regard-
less of the technology or the vendor.
With a single system to manage operations it is faster to identify
any issues, to ensure they have minimal business impact. It also
reduces the costs of our ongoing operations. Clarity intuitively
understood the demands on our business. They worked with us
every step of the way to ensure we had a solution which pro-
Judi Achmadi
vides a clear edge over the competition.”
VP IT Service Strategy, TELKOM
Managing Change
The Flexi Management Team knew that to get
maximum business benefit from the project, they
needed to manage the project from the top down.
They needed to drive their organisation to actively
take on the challenges that were common in such
major programs. Key areas of focus included:
Strong sponsorship, which came from the Flexi
senior executives to ensure that the whole business
was in alignment with the program and its benefits
so that they could work to a common goal. “With a single system to
Data cleanliness, known to be a key issue for any
manage operations it is
migration, was addressed from the start. Flexi put faster to identify any
special focus on data migration, using automated issues, to ensure they
data migration tools, including network have minimal business
auto-discovery to ensure data accuracy, mapped impact. It also reduces
to a TMF SID based framework to represent custom-
the costs of our
ers, service and the network.
ongoing operations.
Minimise integration through sourcing a minimum
number of applications and maximising the use of
out-the-box templates, device driver libraries and
Clarity worked with us
system interface capabilities and configuration. every step of the way
to ensure we had a
Horizontal process development across the supply
chain using TMF eTom as a framework to ensure solution which provides
standard process across products and technologies. a clear edge over the
This also simplified training and operational competition.”
management with centralised, multi-skilled resource
pools.
The Result The Telkom Flexi Deployment
A holistic view of the Flexi have now migrated their operational manage-
multi-vendor network ment systems to the Clarity platform. Clarity provides
to manage incidents umbrella management across network equipment
that cross multiple
provided by multiple vendors including Huawei,
technology domains
Motorola, Samsung and ZTE.
More rapid restoration
of services by auto- With this unified view of the network Flexi are able to:
mated identification Setup, view and manage network status holistically
and notification of
issues More rapidly restore services by proactively
identifying root-cause problems and impacted ser-
Proactive
vices through advanced correlation techniques
management of
network issues, to Reduce the occurrence of “dropped issues” where a
prevent issues before problem crosses multiple technology, vendor or man-
they occur agement domains
Proactively anticipate service impacts through
management of planned events
Represent the network build with layered and
interconnecting technology, vendor and manage-
ment domains
Consolidate several vendor specific legacy alarm
streams into an umbrella management system
The Clarity solution lets Flexi provide excellent customer
service by always knowing the health of their network
and preventing problems before they occur.
Holistic view of network performance to proactively manage issuesThe Clarity Solution
For the Flexi deployment, the following Clarity products
were used to support their business processes and
network management:
Alarm Manager across a multi-vendor network
Ticket Manager for fault and trouble management
Corporate Intelligence Manager and Performance
Manager for network KPIs Monitoring and reporting
Discovery for auto discovery of network additions,
moves and deletions
Inventory Manager and Service Manager for
inventory process automation
Clarity worked closely with a local systems integration
partner to deploy the solution for Flexi.
Quantifying the Business Benefit
Flexi has measured several performance improvements,
directly improving the customer experience:
23% improvement in Mean Time to Restore (MTTR)
services
8% reduction in dropped calls
17% reduction in blocked calls
99% asset validity audit Flexi have already
10% improvement in manpower productivity measured significant
performance
In addition, there have been measured improvements
improvements with the
in Call Setup Success Rate (CSSR) and Data Occupan-
cy. Other benefits include consolidation of training, Clarity Unified OSS,
administration, maintenance and development teams. including MTTR,
dropped and blocked
Further benefits are expected to be realised as the
calls, Call Setup
system is imbedded into Flexi’s operations, and continu-
al process improvement programs are implemented. Success Rate and
Data Occupancy.
The Future
All these indicators
Indonesia is experiencing rapid growth in the
telecommunications market, and Flexi will continue its directly improve the
growth and innovation strategy. Clarity will continue to customer experience.
work with its strategic integration partners to support
Telkom Flexi in this dynamic market.About Telkom Flexi
PT. Telkom Indonesia Tbk, the leading telecommunications company
in Indonesia, offers fixed mobile services using the latest CDMA (Code
Division Multiple Access) technology through its Telkom Flexi Division.
Telkom Flexi provides customers with the flexibility to use their fixed
wireless CDMA digital phone both as a home telephone (fixed
phone) and a mobile phone (mobility) within a local area code.
Using this leading technology, Telkom Flexi are able to cost effectively
deploy their network and offer very competitive pricing plans.
With this innovative service, Telkom Flexi has experienced rapid
subscriber growth. Customers, many who have previously not owned
a phone, have embraced this new service. CDMA Fixed Mobile
services are now provided to more than 16 million subscribers in over
370 Indonesian cities.
For further information on Flexi, visit www.telkomflexi.com
About Clarity
Clarity is a global provider that enables its customers to simplify their
operations with an award winning unified telecommunications
management solution. It enables Service Providers to reduce the
cost and risk of operations and improve the customer experience
across fixed, mobile, data and converged networks.
The Clarity portfolio is used to build and manage network
deployments; develop, sell and charge for innovative products; fulfil
orders through to network activation; and assure the quality of
customer services. The portfolio supports next generation and legacy
networks and is pre-integrated to reduce the cost, time and risk to
deploy and manage the solution.
Clarity’s solutions currently help operators around the world manage
over 250 million subscribers. The product portfolio is network and
CLARITY
service neutral, driven by templates and workflows that are rapidly
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configurable, allowing telecom companies to dramatically cut time
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to market for new services.
AUSTRALIA
Established in 1994, Clarity has offices throughout Asia, the Middle
East, Europe and North America.
TEL: +61 2 9925 5000
FAX: +61 2 9955 9999 For more information, please visit us at www.clarity.com
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