According to a Value Creators report published by Boston Consulting Group (BCG) in January 2018 after analyzing 2,000 companies across 33 industries, the communications, media and technology industries (CMT) created US$ 8.4 trillion in value in last 5 years. The report further revealed that CMT players claim 13 of the top 20 spots in terms of annual total shareholder return (TSR) amongst the largest 200 companies of those 2,000 studied.
The key for CMT companies to win in the digital era is to strike the right balance between digitalizing the core business and identifying new paths to growth. Within the core business, digital technologies can be applied throughout the value chain to improve the customer experience, simplify processes, and reduce costs. At the same time, companies can take advantage of technical developments and emerging customer needs to create new routes to revenue.
IDC forecasted that worldwide spending on the Internet of Things (IoT) would reach US $772.5 billion in 2018, an increase of 14.6% over the US $674 billion that spent in 2017.
Acquisitions by CMT companies of IoT related firms reached US$ 93.3 billion. Adoption of IoT is gaining traction, 65% of CMT companies Marsh & McLennan interviewed in 2018 CMT Risk Study in January this year recognize IoT as an opportunity over the next three to five years.
Digitalization continues reshaping CMT industries with telecom coming second only to media in the ranking of sectors expecting moderate or massive digital disruption. McKinsey calculated that digitalization could enable CMT companies to improve profits by as much as 35%. To come out on top of the digital revolution, companies need to create great customer journeys which require excellence in every interaction, clear cross-channel pathway and seamless customer experience.
Digital touchpoints influence customers’ preferences throughout the buyer’s journey. Gartner estimated the diverse "post-app" era will emerge over the next few years, and dedicated mobility initiatives must consider an assumed ubiquity of services that are delivered contextually to users across all manner of smart devices. CMT companies need to transform service delivery model and provide personalized and easy-to-use configurable services across all channels on demand.
China Mobile Communications Corporation, PRC's largest mobile phone operator, plans to streamline business processes and operations throughout the organization. PCCW Solutions implements an Enterprise Resource Planning (ERP) system enabling China Mobile to achieve business agility and increase competiveness.
Radio Television Hong Kong (RTHK), the sole public services broadcaster in Hong Kong, requires experienced technical manpower to support its 24/7 operations. PCCW Solutions provides full broadcast solutions for radio and television services from hill-top transmission systems, broadcast facilities to manpower support.
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Media companies and content providers have valuable assets and contents for distribution. Building an end-to-end OTT platform and service to distribute these contents efficiently with scalability requires a sophisticated systems, integrations and experiences.
With proven track record of providing IPTV and OTT solutions to PCCW Media running the pay TV service, Now TV, with more than a million members, PCCW Solutions offers total OTT solutions integrated with headend systems, billing systems and other systems to enable customer to provide video streaming and media application.
CMT players have valuable untapped asset in the torrents of information about customers that flow through the organization. Building a 360-degree view of the customers enables better customer service differentiation and personalized recommendations in cross-sell and up-sell campaigns.
With proven track record of providing analytics-driven campaign management tool to HKT running the loyalty program, The Club, with more than a million members, PCCW Solutions offers total campaign management solutions integrated with CRM, POS, rate management, provisioning and billing systems to enable enterprises to retain customers and drive sales.
Combining outstanding delivery capability with industry expertise, PCCW Solutions has developed Infinitum Parking and Charging solution on the world-class Infinitum IoT platform that enables shopping malls, commercial and residential buildings, as well as telecommunication and public utility companies to deliver seamless experience to the modern drivers and capitalize on business opportunities.
Consisting of four major components including a mobile app, Smart Parking, Smart charging and customer management solution, the end-to-end solution is designed from ground-up to be modular yet integrated, and interoperable. Operators with existing automotive infrastructure could expand their scope of services by simply integrating the automotive APIs without the need to completely overhaul their technology stack.
Configure, Price and Quote (CPQ) provides an integrated platform to support the configuration, pricing and quote generation in solution and negotiated selling processes, and can also be a key step for customer self-service sales.
CPQ consists of: a product and pricing configurator; quote and proposal generator; distribution, tracking & reviewing tools; catalogue driven configuration guides; rules or constraint definitions; and approval and collaboration workflows.
CPQ simplifies the quotation of complex products and boosts sales productivity with accurate quote and product configurations. It automates the cumbersome steps in the Quote-to-Cash process, and speeds up your response time in the competitive CMT market.
Web and mobile apps empower customers to access services and report their needs at any time. The online portals provide an effective channel for businesses to collaborate with customers and deliver better services based on customer’s preferences, behavior, feedback and enhancement requests.
PCCW Solutions provides customizable self-service portals on web or mobile to enable CMT companies to provide customers with a bunch of self-service options. It enables users to manage billing, appointment scheduling, submit services requests and problem tickets with 24/7 availability. The portal also allows users to carry out real-time, on-demand line tests for broadband, TV, fixed line services with ease.
It’s paramount for operators to deploy real-time billing for improved customer experience and operational agility to stay ahead of competition. Real-time billing systems allow enterprise clients and residential users to compare usage with cost, enabling them to adjust their service plan per needs.
PCCW Solutions offers dynamic and real-time billing solutions, including rating, discounting, usage based billing, policy control, and charging tailored to CMT companies. The dynamic billing platform enables service providers to launch new services, such as service plan sharing among multiple users, converging prepaid and postpaid rating, billing and payments real-time. The seamless, configurable and cost-effective solutions enable the operators increase customer satisfaction and retention.
Many existing Field Work Management Systems rely heavily on paper and traditional land line telephone calls, resulting in cumbersome and, at times, inefficient results. In order to make these systems more proficient, PCCW Solutions introduces wireless communication to vastly improve communication between operators and field staff. To facilitate this upgrade, all field staff are issued with a mobile handheld device to receive and report order details back to the Field Work Management System.
PCCW Solutions Dynamic Workforce Management fits businesses with end-to-end job dispatch solutions, in order to enhance customer satisfaction. These solutions provides a front-end interface for in-house technicians and contractors for 24 hour customer support, while back-end integrates seamlessly with various ordering and reporting systems.
