1 Analysys Mason undertook an international programme of customer satisfaction research for a telecoms billing system vendor  A billing systems vendor wanted to optimise product development strategy, customer service and marketing initiatives  Research among existing customers was needed, but an expert third party, with a deep understanding of telecoms billing system issues was required in order to gain the trust of interviewees  Developed an interview guide including both closed and open-ended questions, covering a range of issues including levels of satisfaction with the platform and related services, investment decision-making processes, and future plans  Undertook 23 in-depth telephone interviews with individuals from 14 separate customers (multiple interviews helped gain a rounded and detailed perspective on important issues)  Analysed survey responses quantitatively and qualitatively  Produced an analytical report that identified for the client the major issues affecting its customers  Recommended a course of action to improve specific processes  Our client was able to use the results of the survey to promote the high levels of customer satisfaction we found, and to guide work to improve the handling of its product upgrade process; the company was also able to address specific areas of concern with some specific customers  Contact with customers was improved: the survey process showed that our client took its customers’ needs seriously Robustness of system Availability of outsource option Ease of use Hardware/software platform Good feeling about xxxxxxx Reputation/customer base Flexibility of system Previous experience Scalability of system Speed of implementation Match of functionality to needs Price/commercial terms Number of companies What were your main reasons for buying the xxxxx system? Business challenge Approach Benefits and results

2 Analysys Mason quantified and qualified the market opportunity for an outsourced telecoms billing service proposition  An international telecoms service provider operating in a niche market wanted to qualify and quantify the market opportunity for an outsourced billing service offered to other service providers in Europe, the Middle East and Africa  The company had a robust billing platform, and the potential support of a consultancy and system integration partner, but lacked the detailed analysis of the market required to finalise a business case  Undertook desk research into the supply side of the telecoms and other volume billing services market in EMEA and elsewhere  Interviewed billing service providers – including platform vendors – and current and potential future users of outsourced billing services  Estimated using a bottom-up methodology, informed by our interviews, the current and likely future size of the billing services market for various classes of customer in different regions  Provided an analytical report containing the results of our work, and presented the research at two face-to-face meetings of our client’s strategy team  The client’s views of the structure and size of the market for outsourced billing services, and the needs and purchasing behaviour of potential customers, were considerably improved following our work  The client used our work to inform its go-to-market decision on the development of an outsourced billing proposition, and was able to identify those areas where the proposition needed further enhancement and refinement Evaluation criteria for outsourcing solution Proof of value – in cost and benefit terms Clear and well- defined resourcing model Clear, well documented processes and proof of project and account management expertise Proof of high-volume transaction capabilities, and of service reliability: real-time billing demands % uptime Credible roadmap for the system and service; understanding of the impacts of customers’ evolving businesses Proof of responsiveness (for new service / tariff launches (there will be severe financial penalties for late delivery) Reference sites are important for most Proof of robust data centre, disaster recovery and data protection issues Service level agreements must be backed by demonstrable commitment from the outsourcing provider Business challenge Approach Benefits and results

3 Analysys Mason surveyed telecoms service providers to help an EAI vendor assess attitudes to automating the ‘order-to-cash’ process  A vendor of enterprise application integration (EAI) middleware needed independent primary research to feed into its marketing communications programmes in order to position itself as a leader in the OSS/BSS automation field  The company also wanted to measure attitudes of multi-service operators to the Telemanagement Forum eTOM framework so it could evaluate its role in the TMF’s programmes  Designed and managed a primary research programme covering 40 multi-service operators in Europe and North America that offered a range of different combinations of services, and used a range of different approaches to OSS automation  Analysed the survey data quantitatively and qualitatively  Produced a report for the client that highlighted the most important findings and made specific recommendations for product development and marketing actions  Helped our client develop a press release to publicise the results of the work  We were able to pinpoint specific gaps in potential customers’ understanding of the enablers of order-to-cash automation, so that our client could design marketing communications programmes to educate its market  Our client was able to develop news stories around the survey results, positioning itself as an authority in the telecoms software field Approaches to order-to-cash automation 29% 21% 5% 24% Best-of-breed systems, hard- wired together Pre-integrated program suites Use of EAI tools with standard interfaces Use of TMF as basis for EAI Other approaches Base: 36 interviews “Automation has benefited the company because customers can do much of their own customer service, e.g., order entry, reviewing their data, issuing credit that will get reviewed at a later date. It's allowed us to write more orders with fewer staff.” Business challenge Approach Benefits and results Medium-sized North American fixed operator