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Proximus S.L.A

Proximus S.L.A. The new Customer Centric Partnership for Corporate Customers. First step towards a better communication and transparency with the Business Market 4 Domains of Guaranties Network Proximus guarantees an overall network availability of over 99%. Customer Relationship

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Proximus S.L.A

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  1. Proximus S.L.A The new Customer Centric Partnership for Corporate Customers

  2. First step towards a better communication and transparency with the Business Market 4 Domains of Guaranties Network Proximus guarantees an overall network availability of over 99%. Customer Relationship Proximus guarantees access to a call center 24/7 from Belgium as well as from abroad. Billing Proximus guarantees for companies the possibility to check their invoices on the Internet securely and free of charge. Handsets & Sim Proximus guarantees that any new SIM card at the disposal of its customers is a 32K card for telephones that support this technology. This 32K card allows the storing of 200 contacts and 18 SMS. Proximus Partnership Pact -2003

  3. Even if Proximus Partnership Pact interests our Corporate Customers, it does not inform about the Level of Quality that we deliver to them. The PPP is Network-wide. Proximus Partnership Pact -2003 2006 Revolution !

  4. Network-wide.

  5. Customer centric

  6. Mobile Telephony is more and more present in the Economy and becomes a key factor for companies  Business Critical. SLA demonstrates objectively with facts & figures our Network Superiority. SLA reinforces our image (Innovation and Quality) SLA is a support to generate new Data projects  New Revenues Improves BMB Customer knowledge and Customer satisfaction SLA optimises fault rectification Why do we need S.L.A.?

  7. This SLA will deliver the following items Customer-centric performance indicators Customer-centric incidents (outages) Proactive communication in case of outages Periodic reporting of the Performance KPI defined for the products and the incidents. Service to be delivered • Based on European Telecommunications • Standards Institute (ETSI) recommendations

  8. Service to be delivered • 1- Site Monitoring • Network availability per cell / group of cells • Cells/Group of cells are predefined and fixed together with the customer, based on identified customer-critic locations (industrial zoning, headquarters) 02AER1 02AER2 02BIA3 02AEI3 World Company 02BIA1 02AIE1

  9. 2. Customer-centric incidents (outages) * support on this SLA project will be effective between 8am and 8pm. - From 8 A.M. to 5 P.M. : Business Service Consultant - From 5 P.M. to 8 P.M. : 0800/ 22 030 (Data Cust Serv) Performance, Tracking and Reporting

  10. Performance, Tracking and Reporting 3. Proactive communication • outages that impact coverage will be classified as major or critical depending on the service degradation and on the type of KPI. The thresholds are defined as follows: • For Critical outages BMB will immediately inform the customer by e-mail. • For Major outages BMB will inform the customer by e-mail within 30’.

  11. 4. Periodic reporting Personnal reporting Outages (Planned & unplanned) Per KPI defined Service and Quality Review. Performance, Tracking and Reporting

  12. Selected KPI’s per product Voice (1): Only within the Proximus network (ISUP issue) • BMB  BMB => all root causes (A-interface) • BMB -> others => only if problem at BMB side (A-interface)

  13. MSC SMSC SMS Application

  14. GPRS Service degradation events:

  15. GPRS with the current data capture limitation (avg. 80%)

  16. Thank You

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