Building Digital Enablement Layer to Provide Robust Digital Capabilities and Improve NPS by 3X
Most telcos aim to provide digital capabilities to customers but struggle to transform with legacy O/BSS systems. According to McKinsey research, 70% of digital transformation projects don’t reach their stated goals. Further, TMForum Digital Transformer Tracker 2020 report states that many telcos who have started transformation, expressed frustration borne out of hitting roadblocks or not achieving the results they expected.
However, these roadblocks must not deter them from achieving digital goals. Telcos with robust digital capabilities boast a profit margin of 43%, compared to their counterparts whose margins hover around 21%.To capitalize on this opportunity, a Horizontal Digital Enablement Layer is an optimal approach, as this hides the back-end complexities and paves the way for a smooth transition/IT transformation without affecting the business’ digital needs significantly. This can also be achieved with a reasonable budget & timeline (max 10% of total IT CAPEX for transformation, and 1-year lead time, if done right).
Key Focus Areas to Consider for Building Digital Enablement Layer
To provide robust digital capabilities, DSPs must take a holistic approach focusing on three transformation pillars –Technology, Implementation Strategy, and Organization Culture & Mindset. In this PART-1 of the insight, we explore the Technology pillar highlighting key focus areas to consider for building an effective Digital Enablement Layer. These key focus areas detail important concepts that can help DSPs mitigate existing roadblocks and achieve digital capabilities successfully.
Fig: Implementing “Key Focus Areas to Consider for Building Digital Enablement Layer”
Download this Insight to understand these key focus areas in depth, that can help DSPs to mitigate existing roadblocks and achieve digital capabilities successfully; thereby improving the NPS by 3X.
Benefits Achieved by a Leading DSP in Europe by Implementing the Digital Enablement Layer
- Improved NPS by 3X while ensuring operational excellence.
- Increased re-use potential and innovation time. Implementing mono repository in the right approach provided 50% re-use potential for the development of the 2nd portal and onwards. With multiple brands/segments/user groups, re-use potential increased up to 70%.
- Boost annual channel portal revenue by 50% and reduced time to market by 35%
- Derrek Schutman
- Sumit Thakur