An operator’s commercial business is also in need of the ability to manage a user’s complete lifecycle, whether it's a Small-Medium Business, a Multi Dwelling Unit, or a larger enterprise. An important and growing component of an operator’s overall business, the B2B sector has become even more strategic in light of the slowing or lagging growth being seen in core residential service markets (particularly voice & video).
Enlightened by the opportunity (and higher margins) on the commercial side, operators are looking for ways to capitalize on the growth opportunity in this sector and differentiate themselves competitively. Not only are operators forecasting significant growth in the B2B space in the coming years, they are also investing heavily to capture marketshare through differentiation. Key business verticals include education, hospitality, healthcare, government, and financial services.
Similar to an operator’s B2C business, the need to enable digital service experiences for each user is very important. As is the cost-reducing approach of promoting digital self-service options and federated service access to any services included in the commercial service bundle – including external cloud/OTT services the operator may also make available.
Historically, operators have faced significant challenges in the way they have delivered solutions to the B2B sector. Enterprises have different requirements when compared to the consumer side, and this has often resulted in customized solutions to address specific business needs. Over time, this has created a non-uniform technology approach, making changes and digital transformation complex, time consuming, and expensive. What is needed is a library of user processes that can address the different requirements on the B2B side, while creating a standardized approach that can support multiple business offerings for enterprises of any size. Here too, Digital Identity plays a major role.
ULM enables full digital user management for each of these use cases, providing flexible role management for owners, administrators, as well as support for multiple groups and users specific to individual business types. The ULM platform provides horizontal user management capabilities for commercial accounts, delivering engagement, entitlement management, sharing & control, and user personalization that differentiates operators in the commercial space. At this same time, this platform supports any number of organizational models and sizes for any grouping of core and cloud-based commercial services.
We are starting to see more projects emerge among operators transitioning to become digital service providers. Those that consider a transformation layer above B/OSS that provide the user processes necessary for user driven digital service experiences enjoy the benefits of a much faster transformation without having to consider expensive and time consuming changes to their existing back-end systems.
Mark Mortensen, Research Director and Practice Leader at Analysys Mason
UXP Systems Blog
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