White labeling products - Solutions to some common challenges
The paper addresses the solution for four important areas to introduce white label products.
- Branding - Each Retail Service Provider's (RSP) brand needs to be catered and so the product labels should appear different. The RCPs customer should be able to view the RSP branded products without any difference to the wholesale service provider's (WSP) products
- Solution for co-creation of products - One of the areas of reducing the time-to-market of white-label products is to improve the flexibility of wholesale and retail IT systems.
- Solution Approach for order management, bill processing and assurance - When white-labeled products are introduced in the wholesale systems, there would be changes needed in the important processes like order management, invoice presentation and handling the customer/network related problems.
- Solution for Intelligent Unified Fallout Management - It is known that as a part of order fulfillment process or customer problem (trouble ticket) resolution process, many activities needs to be completed and in a particular sequence. With the introduction of white-labeling products there is an increase in the number of activities and also complexity in processes. Often, the business process requires a responsible individual to be notified for manual intervention or to automatically compensate for the failure. The current fallout-handling solutions lack consistent management and resolution of exceptions across BSS/OSS applications, supporting systems, and work centers. They rely on costly manual resolution methods which makes the support groups tough to resolve leading to breakage of service level agreements (SLAs).
For more details I would request you read the white paper “Framework for Rapid Rollout and Service Management of White-labeled Wholesale Products”
These are some of the areas that we were able to address through a TMForum catalyst project (proof of concept) for a leading UK telecom service provider. Of course some of the important areas that is not addressed from CRM point is Partner Relationship Management and customer interaction management, detailed CRM related B2B interaction between RSPs and WSPs.
I would like to see/view your suggestions and comments in addressing such impacted areas and respective solution options.
