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Introduction

When managing transitions, wholesalers need to consider the impact on the end customer, beyond their immediate wholesale customers. They must also anticipate how end customers’ service needs are likely to develop.

Highlights

  • Operators are simplifying their operations, digitizing processes, and reducing overall costs by retiring legacy networks, platforms, and services. This is difficult when legacy services still have revenue attached and have running costs lower than the cost of transitioning customers to newer, more efficient services.

Features and Benefits

  • Understand wholesalers' competing priorities when negotiating service and business transformation.
  • Learn about the decisions leading wholesalers are making regarding maintaining or closing legacy services.

Key questions answered

  • How should wholesalers respond to evolving customer needs?
  • Why will APIs and service hubs be important in service transition?
  • How should wholesalers explain the implications of network transformation to customers?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for wholesale operators

Wholesalers need to be responsive to evolving customer needs and new service expectations

  • Maintaining old services might be the easier option
  • Managing customer expectations of new services

Capitalize on network and IT transformation to improve service agility and customer experience

  • Network transformation to improve service agility
  • Digital transformation and customer experience

Inter-provider services via APIs and exchanges will be important for developing new markets

  • Thiswill require more automated digital processes

Appendix

  • Methodology
  • Further reading
  • Author