This blog is by Subhagata Mukherjee, head of Marketing and Communications for the India Region at Nokia Networks.
It was a moment of great pride and humility when I was recently called on stage to accept the Cybermedia ICT Business Award 2014 for “Top Managed Services Company in India”, an award Nokia Networks has now won for the fourth year in a row. The ceremony was held at the prestigious Cybermedia Annual ICT in Bangalore, and the award is a definite recognition of the who’s who in the IT and telecom sectors in India.
My feeling of pride comes from the trust Nokia Networks enjoys with its customers. This award is another strong testimony of how successfully we have managed the mobile networks of our telecom operator customers, year after year. It solidifies Nokia Networks’ position as the undisputed leader in Managed Services in India, with a market share of 36% in fiscal year 2013-14, with a definitive lead of 8% over the nearest competition, as evaluated by the V&D100 study by Voice & Data (source: Voice & Data, V&D100 FY2013-14).
Number of sites managed surged by 30% year over year
India has always been in a special position in the history of Managed Services at Nokia Networks, as we continue to be the region’s leader and most innovative player in this business. From the days of GSM network rollouts a decade ago to today’s 4G and heterogeneous networks, Nokia Networks has led the pack by managing over 240 million subscribers for the top 5 private operators in India.
Let me tell you how we have raced ahead in Managed Services over the last year. The number of sites we managed increased by 30% to 180,000 while the network availability across customers has been maintained at 99%. Innovation in automation and doing things this new way has been a focus in Managed Services. An example of this is how we improved processes and built in automation to reduce network rollout lead time by a whopping 80% since 2012. This capability will certainly help India as it starts rolling out LTE networks and expanding coverage of 3G networks aggressively over the next years.
Like the rest of the world, India is on the cusp of a massive mobile broadband revolution, which while bringing new opportunities for telecom operators also brings challenges in their increasingly complex network infrastructure. This calls for a transformation in the Managed Services model as well. At Nokia Networks, we are working very closely with telecom operators to not only implement new processes, drive automation and develop a robust end-to-end network management model, but also to embrace customer and service-centric management and bring new disruptive innovations. Take the case of our latest innovation called “Predictive Operations”. It marries Big Data analytics with Managed Services and forecasts network and service degradations up to 48 hours prior to the degradation happening – with 95% accuracy! And this is not pipe dream – it is happening in several trials today including with a large Indian operator and a US operator. Again, these are things that make me really proud.
Above and beyond the call of duty
As for my feeling of humility during the ICT Award ceremony, I was reminded of my close to 9000 internal and external colleagues in India at Nokia Networks who work passionately throughout the year with one single objective – customer delight. In the recent Jammu and Kashmir flood that affected over 100,000 people and the Cyclone Phillian in Orissa this year, our engineers braved extreme weather conditions and went beyond their call of duty to restore more than 1,300 sites affecting 1 million subscribers within a very short period of time. Likewise, during the annual Puri Rath Yatra festival, where 10 million devotees congregate over a small area for nine days, our engineers ensured subscriber faith in the network remained high with 100% network availability to handle the 8 million calls, 1.4 million text messages and 500 GB of data upload. This is what we call having “The Expert Advantage”.
We are grateful to our customers in India and operators around the world for their continued trust in Nokia Networks to manage the experience of 500 million subscribers every day.
We have more to share on Managed Services here.
Share your thoughts on this topic by replying below – or join the Twitter discussion with @nokianetworks using #NetworksPerform #mobilebroadband #Nokia #BSSOSS #ExpertAdvantage #ManagedServices #Services.