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The B2B market represents enormous opportunity but also introduces significant new requirements into service providers’ relationships, business process, technology systems and fundamental culture.
B2B innovation, powered by the digital experience
At Digital Transformation Asia this week, Jean Lawrence, Director of Product Marketing for Oracle Monetization will be presenting a case study about how Telkom Telstra of Indonesia is deploying innovative managed services and other digital services to business customers. Here some of her insights below before the big event. Most communications service providers (CSPs) today devote the bulk of their time and resources to their consumer-focused lines of business rather than enterprise. That picture stands to change significantly as service providers reorient their business models for the future. TM Forum recently published a paper sponsored by Oracle entitled “5G Future: Targeting the enterprise.” The paper cited recent a TM Forum survey in which nearly three quarters of service provider respondents said they expect to generate more than half of their revenue from B2B services in the long term – up from only 17% who do so today. The B2B market represents enormous opportunity but also introduces significant new requirements into service providers’ relationships, business process, technology systems and fundamental culture. What does it take to unlock the enterprise opportunity and generate new B2B revenues? We believe there are three fundamental areas to consider:
Attendees at Digital Transformation Asia will have the opportunity to hear a joint presentation from Oracle Communications and telkcomtelstra’s Director and Chief of Products and Services, Agus Fahruzoi Abdilla. Telkomtelstra is leading the way in providing a wide range of innovative B2B services. Formed in 2014 as a joint venture between Telkom Indonesia, the nation’s largest fixed-line operator, and Australian telecommunications company Telstra, the company has been dedicated to enterprise since its inception. In a press release at launch, President Phillip Sporton was quoted as saying, “Telkomtelstra together with Telkom Indonesia are here to serve Indonesian enterprises and multinationals across the country and we are committed to helping them succeed in this incredibly fast-growing economy. Our managed solutions are designed to support business continuity, improve operational efficiency and productivity, and protect business information, allowing enterprises to focus more on their core business and end customers.” The company offers business customers a wide range of services, including SD-WAN, cloud contact centers, unified communications and security. Mr. Abdilla believes business platforms are critical to future evolution and is capitalizing on many areas of disruption. He said, “Data analytics, machine learning and artificial intelligence are creating disruption in many areas. In customer experience, we are seeing significant changes with biometrics and face recognition on web and mobile channels. With IoT, we are increasing use of wearables and asset tracking. The digital workforce has important new collaboration tools that tie into back office systems. And we have connected ecosystems that include everything ‘as a Service’ – cloud applications and platforms, security applications, and network applications.” Telkomtelstra is particularly focused on the innovative combination of digital experience tools with web and mobile apps as areas with the highest levels of digital readiness for their enterprise customers. They have recently rolled out new digital engagement tools that are aligned to specific enterprise verticals and use cases. A few examples: As service providers around the world increase focus on their enterprise lines of business, they can learn from successful B2B2X providers such as telkomtelstra and deliver compelling digital experiences, monetize their services, and operate in new ecosystem-oriented business models.
