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BEHIND THE VEIL OF CONVERGENCE:
LAUDING LOGISTICS |
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The new Challenges of Convergence for communications
companies
include mastering new complexities in customer order fulfillment –
in a competitive world, speed, accuracy and efficiency become a differentiator. |
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October 2003 - IGB
Grant +1 514 849 3508
& Brian Sharwood +1
416 413 9381
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KEY HIGHLIGHTS: |
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- The perception of the telecommunications service provider, its
distinctiveness in the mind of the consumer, is tied to activities that
are
not core to the substance of service provision. The quick and efficient
receipt of the associated hardware – "just-in-time" activities
that have
not, until now, been a key part of the business-to-consumer supply set – will
become a differentiator in an increasingly competitive market.
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As the communications industry evolves, product options will become still
more complex. As the industry explores potentials to productize new
capabilities; wireless options and VoIP solutions, as examples, process
complexity will increase. This increased complexity will force still
more
changes in back-end processes to get product to customers faster, and
with more attention to detail than competitors.
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A key component of that customer care, order fulfillment and the
“
Logistics” that drive that fulfillment, will become both more complicated
and more critically regarded. Many suppliers, many processes, many
different types of business – more balls to juggle. Added to that
complexity is customized software that must be loaded onto hardware
and packaged to include customized invoice and packing lists.
- The 21st century model of fulfillment is not an easy job. It
requires a
mixture of sometimes contradictory skills. One has to be solid in
process,
but very flexible to changes. One has to have a hands-on, individualized
customization capability – which suggests a high ‘human element’ -
but
use the latest in technology to ensure consistency and scalability.
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As telecommunications companies reinvent themselves – new compound
product bundles, new specialized and customized products and more
unique market niches – these post-convergence products will require
still
more complex logistics.
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Sales and delivery modes are evolving too – from bricks-and-mortar
retail
and call center delivery, to web-based retail. Product sets will
expand and
inter-work with non-traditional products, yesterday’s telecom
logistics will
not be able to cope. We believe significant changes will be needed.
- SeaBoard will be continuing to examine other facets of the challenges
facing carriers as they continue to explore new product sets, packages
and the potentials of technology in upcoming reports.
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