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Flexible and agile Telco's business processes are a way to drive digital transformation

Darko Dimitrievski, Senior Project Manager in Telecom division talks about the changes in the process of digitalization in the last year and where it is heading in the future, the flexible and agile internal business processes as an important factor in the digital transformation, and 5G.

Join us on June 23rd on our remote event Digital Transformation: Enhancing the customer experience and boosting telco's agility if you want to hear more about this topic.

Where is the Telco industry currently at in terms of Digital Transformation and where is it heading in the next few years?

- With the emergence of new technologies, primarily 5G networks and Gigabit lines, most of the Telcos have recognized the need to start some kind of transformation. The majority of Telco operators will probably say that they have started with some parts, but it is very difficult to say that the entire industry has changed. Particularly, in light of the latest COVID-19 epidemic in the last year, the entire Telco landscape, primarily on the customer's side, has changed. The way we use Telco services, the way we use the internet, the remotization – both in the private life, professional life and in the industry – actually changed what is required by the Telcos and what kind of products they need. So, I think that even if the transformation has already started, the Telcos still have to review how they have been operating until today, and make changes and adapt to the new reality accordingly.

How important are the internal processes when we talk about Digital Transformation?

- Well, the digital transformation is primarily about changing the internal processes. Basically, the products and the services that the Telcos offer to the customers emerge from the Telcos insights inside. Which means that if the Telcos want to be agile, and if they want to be fast in releasing new services and adapting to customer needs, that means that their internal processes primarily need to become much more flexible and much more agile. So, the paradigm which used to exist of having a small number of products split only between residential and business customers is now changing. With that, the Telcos have to mainly change from the inside, not only in the technological sense, but primarily in the sense of the business processes.

Lessons learned - both for Seavus and the clients?

- Seavus has been in the story of digital transformation for a longer time. Regarding some products that we have been developing, you can say that we have been working on Digital Transformation for the past 10 years. when Seavus launched the first Crystal Qube product which focused on customer segmentation. We have been working on Digital Transformation actively with several customers for the past 3-4 years and we can say that with some success we have been engaged from the beginning until the end. We have learned along with our clients, we have seen what good practices are, and we have also seen what some of the pitfalls and mistakes have been made are that we can learn from. Clients benefited from our engagement because we could help them bridge the gap between business plans and desires and solutions capabilities. End result were flexible IT solutions that could support fast business transformation and growth.

I think that this is actually very important, that we have seen both successful stories and problems that operators faces, since this is exactly what makes Seavus a dedicated industry leader in Digital Transformation.

COVID-19 has strengthened the process of digitalization and innovation among different companies. Do you think these tech advances will last for years to come?

- I think that what happened with Covid-19 and the innovation that came along is going to be the ground work for years to come. I think what we're going to see is that the tech industry is going to start changing and developing much faster than before. It is going to become much more innovative and much more flexible and I think that Telco operators have to get in line with that and have to get into that race, they should not leave everything to third parties. So, I think is that innovation in general is going to become the next buzz word and is going to actually speed up the tech advances.

During the last year, have you come across any great examples of digital transformation?

- Of course, when it comes to Digital Transformation many people actually think about the products which have emerged for remote working and remote collaboration, which of course for me is a logical step. I think it is also very complimentary to mention several applications in some countries, unfortunately not globally, which were focused on Medical services and providing E-Medical services. Some of them were focused on physical health, on mental health, psychological consulting and more, because working at home and being in quarantine in the past year has definitely left an impact on all of us. So, I think that this merge between the IT technologies and Medicine is something which is truly an accelerative step for me and I'm looking forward to seeing new innovations in this area

In Telco area, the best example I have seen was project with our client Globalstar USA. Through synergy of services that included business analysis, migration of IT support systems and consultancy on new products, our client has managed to grow from national operator in USA, to global satellite vendor offering coverage on five continents in under three years. Most importantly, this is not the end, there are new markets on the horizon and we are continuing our cooperation in that direction.

What’s the top business challenge that could be addressed with 5G technology?

- There are two things here that have to be mentioned. The main challenge that can actually be addressed with 5G technology is that you can finally get very high-speed, broadband services to any remote corner by getting wireless coverage. You no longer have to depend on setting land lines and fiber optic networks to reach basically any corner. This is the main advantage and to some extent it will probably substitute the land lines in the remote areas.

The biggest challenge for the Telcos that still remain, besides the costs of the frequency range, is the adoption of the 5G technology. We have seen, especially in light of this health crisis, some resistance in the implementation, but hopefully through transparency and information this will be overcome soon.