Annual Report 2011 - T-Hrvatski Telekom

48
Business Review 2011
Service and Network Operations
For its internal telecommunications needs, HT began
using VoIP services from its own portfolio, which
makes it the largest business customer for all-IP
telecoms services. All data communication between
T-HT locations is IP based, and voice communications
on the largest locations is VoIP.
The automatic fault repair and quality of customer
service tools were improved (automatic profile
change) and a tool to monitor quality for IP-based
voice services was developed and implemented.
Quality and Efficiency
The initial phase of a project to develop self-diagnosis
and management of broadband services was
completed. New tools for increasing efficiency were
internally developed and implemented (including
simpler CPE configuration, business services fault
diagnostics, network migrations).
Proactive customer care
New tools for proactive customer support services
were introduced and new channels of communication
with the user were established. These enable the
remote recognition of problems on customer sites
so that customers can be contacted through a selfsupport
portal.
Information Technology
Information Technology is one of the key business
enablers in the telecommunications industry and
a powerful tool for improving customer service.
The Information and Business Systems Sector is
responsible for information technology initiatives that
support the Group’s drive to increase revenues and
improve internal efficiency, while enhancing product
development and reducing time to market for new
products. Sector is actively participating in innovative
IT based customer's service creating, design and
implementation.
Notable achievements in the 2011 include:
• Billing system upgrade successfully completed,
new functionalities introduced;
• Bill Formatter project initiated to standardize
Invoicing process for both mobile and fixed
services and support future business needs (e.g.
convergent invoice, bundled packages). Phase 1
(invoicing for mobile services) completed;
• Billing components (mobile services billing
system) — completed database upgrade as
prerequisite for the new functionalities and
migration to a virtual infrastructure;
• MPC (Multi Project Control) system for monitoring,
ordering and controlling services from suppliers /
sub-contractors and optimization and automation
of internal processes further implemented to meet
new business requirements;
• DCC (Data Center Consolidation) — completed
consolidation of infrastructure for T-HT’s data
centers, business applications were migrated to
the new infrastructure;
• OSS systems further developed to improve and
optimize related processes and enhance services
and equipment quality control and monitoring;
• Significant focus on the implementation of
regulatory requirements - depersonalization of
traffic data implemented for Geneva system,
RUO updated, naked ADSL naked MAXtv, ELR
implemented. Wholesale Rental Line, standard
broadband offer updated; shared services
monthly fees amended;
• Support for innovative ICT services based on
‘cloud computing’ principles — Virtual Private
Servers Hosting and Virtual Desktop (tCloud
Računalo) services rolled out. New services
designed and implemented: ICT for SME — LAN
services, ICT for SME — desktop services. SaaS
solutions offered to the customers: Cloud Fleet
management, tCloud Human resources, tCloud
ERP, tCloud CRM.
Significant effort is directed towards improving our
service delivery processes, developing advanced
customer, market and business intelligence
capabilities.