One of the largest cable operators in the U.S. turned to aMind Solutions for a portal-enabled order management solution that enable a seamless customer and user experience across the call center, sales department, set top cable boxes, and customer-facing e-commerce portal. This client also needed centralized maintenance of product catalogs, eligibility, pricing, and provisioning rules across all independent channels and divisions.
A Multi-Channel Solution from aMind
Using aMind Web Framework, aMind portal-enabled Siebel across multiple channels including the call center, the hosted sales force automation system, set-top boxes, and e-commerce. Each of these portals gained access to the centralized product catalog, configuration and pricing data while leveraging the Siebel capabilities of configuration, pricing, and eligibility. For the call center, aMind deployed Siebel functionality within the existing Java application used by 15,000 agents.
Speed-to-Market Cut by Weeks
The new system enables the cable company to roll out products faster, reduce ordering time, and eliminate errors in ordering. aMind also automated the fulfillment of high transaction orders for premium channel additions at a greater than 90% eligibility rate. This allowed the client to automate thousands of orders per month. Some of the other achievements include:
- New product introduction time was reduced from 4 weeks down to 1
- Ordering time and cost reduced from hours to less than 5 minutes
- Order entry errors reduced