deliver tangible business results with siebel commerce applications? yes, you can! liah vazana sales...
TRANSCRIPT
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Deliver Tangible Business Results with Siebel Commerce Applications? Yes, You Can!
Liah Vazana
Sales and Service Business Processes Department Manager
Partner Communications
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Bringing Benefits to Your Organization…
Reduce 50% of Average Process Duration
Provide One Stop Shop
Reduce Average Training Time by 10%
Improve TTM by 60%
Increase Cross Sales
Support Business Rules and Regulation
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Agenda
Market & Business Background
Project Purpose & Scope
Methodology
Challenges
Business Benefits: From Dream to Reality
Technology Perspective
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Market & Business Background
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The Israeli Communications Market
5 Major Companies
Market Saturation
Quad-Play
Heavy Regulation
It’s a highly competitive market!
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Partner Vision
To lead the Israeli telecommunications market using
a different marketing approach, supplying quality service
and innovation in technology, for the benefit of our
customers, shareholders and employees.
Leadership & Innovation in Technology
Customer Centric
Dual Branding
Operational Excellence
One-stopComm.
Company
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For Example:
80,000 Contact Center Calls Answered by IVR
10,000 Visits to our Sales and Service Centers
30,000 Unique Log-ins to our Self-Service Site
Customer Interactions
More than 200,000 daily interactions with our customers
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Using 5 systems for sales and service processes
CSR Work
Complicated | Slow | Unpredictable due to unstable systems Response to New Market Needs
Limited | Slow Self Service
Partially prepared for IT Operations
Complex
Motivation
We have to do something…
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Project Purpose & Scope
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CSR will work in one system while Customers will have access to comprehensive Self-Service system
Simple
Fast
Innovative
Stable
ONE Project - Vision
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Project Phases
Consolidate Sales Processes for B2C and Small B2B
#0.5
1#
2 #
#1.5
3 #
Manage Business Opportunities - Open UI
Expose Sales Processes for B2C to Self Service
Consolidate Customer Care Processes
Consolidate Sales and Customer Care Processes for Large B2B
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# 0.5 - Business Opportunities
You always need something to look forward to...
Tools for Management for Large B2B Customer:
Consolidated, Standardized Information for Existing Customers
Opportunities for Potential Customers
Summary Display for Management Use
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# 1 - Sales Processes for B2C
1.2 M Customers Consumers & Small Business Customers
85 Processes Activate/Create & Modify Assets Processes
4 Lines of Business Cellular | ISP | VOB | Devices & Warranty
Data Migration 70M Products & Services
Product Portfolio 4,500 Products, Services & Rules
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Consolidate Order Management Process in One System
Improve the System Look and Feel
Intuitively Navigate the CSR in the Process
Expand the Sales Capabilities
Start all Processes from One View
Maintain Data Consistency Among Systems
Expose Business Logic & Product Catalog from One Source
Principles
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Cockpit
All the information you need in one place
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Sales Order
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Methodology
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Methodology
Simplification
High level design
Analysis
Development
Testing
Modeling product catalog
Migration
Redefine the Business Processes
Design E2E Processes with Oracle Consulting
Architecture Team
Model Product Catalog in Coordination with
Siebel Product Managers
Leverage Oracle Consulting and Cognity Best
Practices
Go Live
Training
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Challenges
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Challenges
Perception
Cut Over
Support System
Migration
Business Change
BusinessTechnology
Business Logic
Dual Processes
Attention of Organization
Product Portfolio
Duration
Efficiency
Phases
Complex Development
Production Freeze
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...I have a dream
From Dream to Reality
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Users Perception
High level of control Medium level of control Insufficient level of control
Week 1 Week 2 Week 3 Week 4
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Average Processes Duration
GSM Activation
Equipment Sale
ISP & VOB Activation
Deal Cancellation
Change Rate Plan
Change Number
Win Back
Relocation
8 min
10 min
25 min
30 min
2 min
4 min
27 min
10 min
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GSM Activation
Equipment Sale
ISP & VOB Activation
Deal Cancellation
Change Rate Plan
Change Number
Win Back
Relocation
50%
76%
93%
50%
50%
92%
73%
75%
4 min
5 min
6 min
2 min
1 min
2 min
3 min
2 min
Average Processes Duration
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Create Dedication
Choose the Right Partners
Secure Business Involvement Upfront
Decommission Legacy Systems
Minimize the Gap Time between Project Phases
Prepare Business for Go Live
Prepare Operational Processes for the Day After
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How Did Technology serve it?
Penelope Mantzari
Sales Consulting Manager
Cognity S. A.
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Project Management Challenge
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Project Execution
30
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AchievementsImprove TTM
Support Business Rules and Regulation
Reduce Average Process Duration
Use Promotions Keep Configurator constraints to minimum Implemented Mass Promotion Edit Tool for
Product Administrators
Use Eligibility & Compatibility Rules OCS Extended E&C Rules Framework
Use Task Based UIs for all OM Processes Use of Configurator inside Task UI Achieved good performance - Configurator opens
in less than 4sec
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AchievementsSupport Self Service
Use OOTB Web Services for integration with external channels
Performance achieved: 1 sec – 7 sec for synchronous validations
Expand Business Capabilities
Support new functionality: Follow-on orders Revision orders Promotion Groups Time based Offers and Future Requests Multiple Orders per Customer and Subscription
Minimize Business Disruption
Final Migration execution in less than 24 hr Zero down-time since the beginning System stabilized in one week, while standard is 3
months
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Questions ?
Liah Vazana
Penelope Mantzari