Telecommunications Case Study
Client
An international communications company operating one of the largest communications and Internet backbones in the world.
Challenge
This company needed to improve accuracy of pricing and product configurations as well as speed-to-market for complex broadband wireless solutions. Given the volatility of the industry, the client needed to be able to instantly respond to changing market demands and new technology.
Solution
- Delivered a centralized product and pricing master and quotation system, enabling sales people to configure, price, and quote complex equipment on-the-fly
- The company is now able to model all products and pricing in Siebel Configurator and Pricer, eliminating reliance on inflexible legacy systems
- Established formal guidelines & controls and an automated process for selling non-standard products to large customers
- Complete IT infrastructure and process change (quoting, ordering, provisioning, billing, inventory)
- Merged overlapping products from 7 acquired companies into one simplified offering
- Established a set of 3 product "frameworks" for rapidly rolling out additional market offerings in 75% less time and cost
- Reduced configuration systems from 5 to 1 with a balanced solution where most of the volume is simple services for small customers and most of the revenue is complex offerings for large customers
Benefits
- Quoting time and cost reduced by 80%
- Product configuration errors reduced by 75%
- New product introduction time reduced from 4 weeks to 1 week
- Ordering time and cost reduced by 40%
- Order Entry errors reduced
- Relationships between products maintained
- Seamless integration to Workflow and Billing
Telecommunications Case Study 2
Client
A full service North American Telecom that provides local and long-distance phone services, television service, Internet service and wireless services including digital PCS, cellular, and paging.
Challenge
The company was unable to meet the highly dynamic needs of its customers and partners due to a Call Center that was not optimized for high volume capacity and a custom built Partner solution that did not meet the requirements of the company’s business partners.
Solution
- Upgrade of a 7.5 eCommunications Call Center and PRM implementation to 8.1
- Simultaneous migration of platform from AIX to Linux
- Simultaneous migration of front end (CTI- Genesys) and back-end (SAP and legacy) integrations along with CTI software upgade
- Delivered the Call Center Upgrade and PRM implementation in 4 months
Upgrade Benefits
- Improved agent effectiveness and reduced task completion times by approximately 45%
- Migration of OS to Linux resulting in cost savings
- Optimization of current implementation to eliminate memory leaks and server instability
- One of the first telecommunication customers to migrate to 8.1 platform
- Provides a foundation to make Siebel the enterprise CRM platform
PRM Benefits
- Optimized and streamlined the account and contact management processes from a view based to a task based approach
- PRM implementation is now forming the basis for call center optimization
- Call center adoption of PRM implementation expected to result in 20% call handle time reduction