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News : Huawei On Roll Fueled by Services
April 28, 2014 -- When Huawei Technologies Co. last month announced solid annual revenues and profits, the focus was squarely on the networking vendor’s carrier and enterprise infrastructure business. Over the weekend, however, the company broke out more details about its 2013 performance, and it’s clear services are playing a key role in the positive performance.
The detailed breakdown shows sales from services have increased over the prior year. Some of the best performers in Huawei’s services portfolio include its consulting, integration, networking planning, business evolution and managed services offerings . And most notably, the vendor’s SmartCare Customer Experience Management (CEM) solutions are seeing significant uptake in Europe, the Middle East, and Asia Pacific, officials said.
Overall, services accounted for 31 percent of Huawei’s total Carrier Network Business Group revenue, making it the fastest-growing business for the group.
"By enabling network and service evolution, Huawei Service has worked closely with carriers on their day-to-day operations, giving us deep insights and understanding into carriers’ networks, services and customer experience," said Mr. David Leizhankui, SVP of Huawei Global Technical Service. "In fact, services have become indispensable for meeting carrier demands.
"Huawei fully appreciates the challenges carriers face and can offer customized solutions to support them with value creation, network planning and evolution, asset efficiency improvement, and CEM," he added.
The company currently earns about 65 percent of its revenue from markets outside of China.
One of the ways Huawei has said it hopes to keep that momentum is with a recently-announced set of enterprise services and support, including call center services, equipment delivery and technician support across the U.S. Dubbed Huawei Enterprise Services and Support, the program includes includes 24/7 call center services delivered by the Huawei Technical Assistance Center (TAC) in Mechanicsburg, Pa., with authorized service partner Essintial Enterprise Solutions.
The program’s frontline and backline support will be augmented by TAC operations in Plano, Texas; Romania; and China. Huawei is guaranteeing partners four-hour onsite parts and technician support to some 40,000 U.S. locations.
The company also earlier this month announced the availability of a new Huawei Certified Service Partner Program to help partners deploy and maintain Huawei ICT solutions and equipment, a portfolio that includes networking, server storage, eLTE, cloud and data center networks, BYOD, videoconferencing and collaboration solutions.
Huawei has established what it calls Centers of Expertise including a Big Data analytics center in Dublin, Ireland as well as a service operations center in Jakarta. The ICT vendor has also established a Customer Experience Transformation Center to train and co-develop CEM solutions with customers.
"Huawei is committed to helping customers achieve business success through continuous and increasing investment in the development of service solutions, tools, and platforms," said Leizhankui. "Huawei will focus on joint innovation with customers, turning concepts into practice for B2B2C solution development."
Posted by Veronica Silva Cusi, news correspondent
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About Huawei Technologies Co. Ltd.:
Huawei is a leading global information and communications technology (ICT) solutions provider. Through our dedication to customer-centric innovation and strong partnerships, we have established end-to-end advantages in telecom networks, devices and cloud computing. We are committed to creating maximum value for telecom operators, enterprises and consumers by providing competitive solutions and services. Our products and solutions have been deployed in over 140 countries, serving more than one third of the world's population.
Published: Wednesday, April 30, 2014