The downturn, coupled with competition and regulatory pressure, has decreased ARPU, while mounting competition is forcing telecom operators to manage the loyalty of profitable customers more actively. At the same time, they are preparing for when the markets recover with a quest for business simplification, which in turn is driving a need for an effective decision-making framework and increased responsiveness.

Other complexities facing telcos are include convergence. Integrated 3-play or 4-play offerings, together with the growing importance of content, create a need to consolidate information that was previously often managed in silos.

Generally, companies are “drowning in data, thirsting for knowledge”. The proliferation of products and services, and the expanding data volumes resulting from the explosion of mobile internet, make it harder than ever to access key facts needed to support critical business decisions.

Companies are also under enormous pressure to satisfy data protection and compliance regulations. Security threats, piracy and privacy concerns on the one hand, and data retention requirements on the other, significantly affect the way corporate data needs to be managed and structured.

These are the sort of problems that Capgemini’s Business Information Management (BIM) services have been designed to solve.

This section contains:

Benefits of Business Information Management

Capgemini’s approach

Capgemini’s capabilities

Benefits of Business Information Management

Capgemini’s approach to BIM brings telcos these benefits:

• Improved customer satisfaction – consolidating data from various sources of information allows the provision of more consistent customer services. You can analyse and resolve stress points based on hard facts.
• More efficient marketing and sales – detailed insights into customer behaviour increase the effectiveness of marketing campaigns and enable design of successful new products and services. Real-time decision making reduces churn and improves up-selling and cross-selling.
• Improved internal and external collaboration – a “single version of the truth” leads to a more efficient and aligned telco organisation.
• Alignment of expenses to needs in the face of growing traffic – you can fine-tune network and IT resources in line with fast-changing customer behaviours and traffic patterns, creating a better balance between spend and perceived QoS.
• New revenues – you get extensive, qualified, real-time information on customer communication activity, locations and content usage. This information can be monetised by allowing third parties to use it for targeted advertising, road traffic optimisation, demographic analysis and so on.
• Agility – a real-time view of key indicators allows a flexible response to major events related to new product launches, campaigns, or unexpected circumstances.

Capgemini’s approach

Traditional approaches to business intelligence and analytics focus on the past, but today’s telcos want to predict the future. They need the agility to respond to unforeseen opportunities, challenges and demands. To do that, they must find ways to make sense of data that is proliferating exponentially.

Capgemini’s Business Information Management (BIM) approach gives your telco those capabilities, by providing a holistic view of your entire information landscape. It embeds business intelligence into your business processes, rather than treating it as an afterthought. Information becomes what it always should have been: a tool for delivering the outcomes your business wants to achieve.

Capgemini’s capabilities

Capgemini’s Business Information Management (BIM) services combine world-class consulting with leading-edge technology to transform our customers’ information strategies. Our business-driven approach, supported by a deep understanding of the key technologies, provides truly differentiating performance.

No other firm matches the breadth of services we provide to link business strategy to information management. As well as helping to find the best technological architecture for your needs, we can help you make sure you have the right organisation, behaviour and processes to make full use of them.

We work with all the major players in the BIM space but are not wedded to any of them so we can be objective in helping you choose the right solutions.