sep 23. 2008 13:20 | telenorge.no

"The result is that outsourcing is no longer considered as extreme sport, but as an integrated part of the company's operational activities. The jobs are just done outside the company's building," says CEO Thomas Wolf at NextCom.

The NextCom Evolution platform is a multi-channel service that integrates the different business functions in one single system. Key elements of the system are customer service based on CRM and Call Center features.

- We have great opportunities with the Evolution platform and are able, by the platform, to integrate any solutions on which a company wants to set focus," says Wolf.

Still buying more

Telecom operators out-source more and more services to external suppliers. A report prepared by Informa Telecom & Media tells that "Managed services" today constitute 30 % of the operators total cost of services.

According to this report, the market for "managed services" will, in Norway, expand to nearly 200 billion Norwegian Kroner for the telecommunications industry alone over the next five years.

New business models?

Today the term "managed services" includes more than the operation of the network and installation. Today, the business also includes services such as call centers, CRM services, market research, training, IT systems and customer services. Operators are buying more and more services from external partners.

- "What is interesting about this trend is the impact this will have on the operators' business model and the opportunities that will open for us as service providers," says Wolf.

Extensive testing

NextCom has since 2003 run two extensive pilot projects of CRM services in the telecom industry.
"The reason for this is, of course, is that we would test our products just as hard as when the European car producers send their cars to the northern part of Norway during wintertime. Moreover, we were interested in an ongoing dialogue with users, so we would get feedback on all areas where our system operates," Wolf remarks.

Room for new suppliers

- "Our CRM product is a brilliant example of what is created when great minds unite and work together towards a common goal. With MTU on the team, and with our customer management solution as foundation of the many challenges of the service centers, we have tested our solution to the full," says Wolf, who believes there are two types of service providers who will gain of the turn towards outsourcing in the telecom industry.

- "We begin with the established advisors and systems integrators as Accenture, Cap Gemini and IBM and networking vendors such as Nokia, Siemens and Ericsson. Then the outsourcing represents a unique opportunity for young, technology-leading businesses where NextCom has its place." adds Mr. Wolf.

Wolfs' statement is confirmed by figures showing that Ericsson' "managed services" already add up to 23 percent of the total turnover, and the proportion of this business has shown steady growth every quarter in recent years.

Operators' core business

- "It seems that more and more telecom operators realize that they must modify their strategies to adapt to changing markets. It will be interesting to see how far they go and what is left behind as the operators' core business," says Wolf, who points out that this is a unique opportunity for new suppliers to gain a foothold in the telecom industry.

Focus on CRM

- "It is important for us to offer our partners solutions so they can resolve their main operations in an efficient manner, both in terms of time and resources," offers Wolf. "The biggest obstacle for the telecom Industry is currently the CRM part. Most of them have gradually begun to implement reliable billing solutions, but customer care is still a relatively unexplored field."

NextComs experience so far underlines the importance of being able to piece together CRM solutions that involve better communication between the company and customers where both parties feel the positive service, which helps to create a good, long-term customer relationship.