Telefónica UK, operating as O2, recognised that, in order to stay ahead of the competition and to meet the increasing enterprise demand for digital services, the company had to evolve to take new services to market as fast and efficiently as possible, servicing their business customers with simple to use product packages which could, in turn, add value to any small or large company looking to succeed in today’s competitive market.

To solve the problem, they launched My O2 Business in which MDS Global plays a crucial role provisioning, assuring and billing the service for customers.

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The Challenge

With thousands of business customers around the United Kingdom, O2 required a way to scale their operations to meet the new demand of enterprise services, while controlling their own CAPEX and OPEX.  More customers meant more customer management, more accounts to provision, more demands to service, and more bills to calculate and distribute. O2 needed a way for customers to serve themselves, where they could interact with a platform that could facilitate the process of ordering and managing various connectivity services. This would limit the requirement and cost of a people-manned call centre for sales and service requests.

However, whilst decreasing the need for physical customer service representatives, the service levels had to remain consistently excellent. The technology solution had to demonstrate it could exceed existing customer satisfaction, and it had to be superior to that provided by their competition.

The Solution

As a pioneer of digital B2B BSS and self-care solutions for enterprise operations, MDS Global was selected by O2 to deliver a cost-effective solution that supported the rapid launch and self-care of voice, data, M2M, WAN and cloud services for SME, corporate and IoT businesses.

At the heart of O2’s My O2 Business is the Cloud Monetisation Platform (CMP), part of MDS Global’s B2BonDemand solution. CMP is a comprehensive, end-to-end subscriber management product which incorporates order management, billing, customer management, self-care, revenue assurance and an integrated marketing module. It is specifically designed to support workflow practices in a business-to-business environment that is often associated with multi-stakeholder and multi-service negotiated accounts demanding greater operational efficiency, reduced service risk and seamless customer end-to-end delivery of enterprise products and services to customers.

Learn more about our Cloud Monetisation Platform
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B2BonDemand gives O2 a multi-modal, hierarchical view of their business accounts.

The solution provides O2’s customers with the ability to access employees’ account information, to view, analyse, amend and make payments using a PC, tablet or mobile device from any location at any time, which is essential for an increasingly mobile and global workforce.

The online payment system, which takes automatic payment from the customer account, ensures O2 receives payment promptly. In addition, management reports can be produced and accessed online by authorised users, helping O2 make more informed and timely decisions.

Finally, the end user customer can benefit from another component of the B2BonDemand solution: Spend Analyzer, an analytics tool which keeps O2’s customer informed of their costs in real-time.

Learn how O2 Business
put their customers
in control