Over the last few years, global market dynamics, industry demands, and consumer behaviour have changed at a rapid pace. On one hand, they are challenging the agility of the existing infrastructure to service the ever-growing market demands, while on the other they are making enterprises dig deeper internally to adopt different delivery models.
Zero-touch delivery (ZTD) is the process of delivering products or services to customers with low or no complex integrations between the delivery organisation and the service provider. It is a concept that offers advantages over traditional models and has gained momentum over the last few years with the main aim of eliminating the need for a human touch in the delivery process. The concept of ZTD, which is a part of the broader digital revolution, has been used by companies to provide an end-to-end solution for their customers. In addition to being more convenient for customers, ZTD also reduces business costs and improves efficiency significantly.
The pandemic has accelerated the adoption of zero-touch delivery, allowing businesses to respond to customers faster than ever before. The goal of zero-touch delivery is to reduce the number of steps taken by employees to handle customer service or deliveries, helping businesses to save money by eliminating expensive labour costs.
Given that the global pandemic has put the world on the back foot, the need and adoption of digital services have accelerated across all walks of life with the telecommunications industry benefitting the most. While the telecoms players are swiftly moving from traditional Communication Service Providers (CSP) to Digital Service Providers (DSP), another transformation that is gripping the telco industry is the shift from being a “telco” to a “techco”. Technology and Digital have put significant demands on service providers to adopt a faster time to market.
The zero-touch network strategy helps digitise and automate the entire customer lifecycle, and the result of this is less time-consuming and better utilised resources. The zero-touch network is essential for the success of telecom services. Any telecoms or data service generally requires a series of manual steps that are followed resulting in the activation or delivery of a service, and the rollout of a network solution or upgrade will usually apply the same basic principles.
These manual processes are time-consuming and costly, limiting the abilities of a service provider. Therefore, the replacement of these manual processes with automation is universally welcomed. Zero-touch delivery, i.e., the ability to automatically deliver a service, is an outcome of completely automated business processes that require minimal manual operations or intervention.
Product companies, services, and systems integration service providers are grappling with this situation in trying to decide when, where, and how to invest to get the full benefits of digitisation and business agility. An organisation’s ability to significantly improve agility is a multi-pronged approach. Many organisations and their management consider delivery agility to be a siloed approach where a well-thought-through investment in automation, tools, and agile processes in the delivery and engineering organisation will reap the desired benefit. Smart organisations have adopted a holistic approach to automation, process simplifications, workflow management, and investing in the right tools that cut across cross-functional business entities.
Cross-functional business entities
Enterprise agility and automation is a much broader topic that brings about real business and delivery agility which includes automation of the entire sales, presales, and bid management process with limited or zero touch intervention. The activities in a bid management process feed into the engineering and delivery organisation by way of business and functional compliance, commercial and contractual commitments, program scope, and the tracking of KPIs against business objectives.
However, the biggest investments in automation, tools, and processes have been in product R&D, solutions delivery, and service operations. With the number of tools and products mushrooming, engineering and delivery managers are spoilt for choice. But choosing the right tool is still a challenge for many enterprise CTOs. Given the fact that a lot of progress has been made in delivery engineering, automation has become the single biggest buzzword in the industry. Automation has many facets within an organisation and here are some examples:
Choice of Architecture standards & a data-driven approach
Low Code/No Code Build, Test & Release
While Zero Touch Delivery to build the scale of operations is every organisation’s goal, it must be achieved through a series of processes, tools, training, commitment, and transformed mindset of every employee to bring the best productive use of an automation driven delivery, to enable minimal touch points in the solutions build. Zero-touch delivery is not a destination, it’s a journey to achieve a rapid scale of delivery to customers.
Vice President - Global Delivery
Ram is the Vice President, Value Engineering, and a part of Core Management Board at Tecnotree. Keeping the customer delight as the prime goal, he leads the global delivery of product solutions and services for Digital Service Providers.