documentum in the call centre julian still,director,mobistar wim demulder, pm, mobistar dave...
TRANSCRIPT
Documentum inThe Call Centre
Julian Still,Director,Mobistar
Wim Demulder, PM, Mobistar
Dave Robertson, Consultant, Envoque
Mobistar CorporateOverview
Mobile Telecom Operator in Belgium 4 Years old Owned by France Telecom 2M Customers Call Centres in Brussels and Ghent
Corporate Goals
Improve Customer Services and the Customer Experience
Increase the workload, maintain or reducing staff levels
No New CRM Solution - Cost and Operational Effectiveness
Application Overview
Capture all Incoming Email, Fax and Paper to the Mobistar Call Centre
Documentum is single repository for all data Task based workflow implemented for
around 600 call centre staff 2500 concurrent workflows Projected +300,000 documents per year
Pains
Paper faxes going missing Scanning outsourced, 3 months late No tracking of incoming email, fax or paper Lots of paper around
Application
DispatchDispatch
Fax
Scan & DispatchScan & Dispatch
Letter
Auto DecodeAuto
Decode
ProcessWorkflowProcess
WorkflowCSD
RepositoryCSD
Repository
Documentum
Live Process View
Application Faxing from VSI-FAX,
Corporate Faxing Solution Faxes dispatched manually
or use forms recognition - Kofax
CustomerFax VSI-FAX Documentum
Application Letters Scanned via Kofax Documents same route as
faxes
CustomerLetter
KofaxScanners
Documentum
Application Emails routed from
Exchange to UNIX (Solaris) Processing to
automatically classify
Inbound Email
DocuMailProcessor
Documentum
[email protected] maps to:
Customer No - BSCSAgent - PortfolioSLA - Respond Time
Outbound Email
Inbox
Task Based Workflow
Once Agent get the Fax/Letter, Documentum Workflow used to route the request
Task view Classify Route
Task Based Workflow - Email Documentum Captures all Customer Inbound
and Agent Outbound Email All Email is classified against customers
Inbox (Classified) Task Respond Route
The Call Centre View
High Speed Retrieval Required Customer Calls - Where is my document
Agent enters Customer Number
Select Document
Image View
Search Times2-3 Seconds
Total Operation
Business Improvements Faster Access No Paper KPI Monitoring CRM Solution - Best In Class Low Cost Implementation - Direct Consulting
and Centre of Competence Created
Business Improvements Current Paper System means up to 3 months
delay on direct access to customer documents
No paper faxes lying on machines waiting to be handled.
Key Performance Indicators for Call Centre Performance are available - No need for secondary time tracking processes
Business Benefits
CRM Solution for a fraction of the cost - Using EDM can deliver much of a CRM Benefit– Customer History is tracked– Customer Experience can be determined
Using CC approach - M* Responsible for project control, technical resource imported
Supporting Mission Critical Infrastructure and Desktop Design Deployment Backup and Security Incremental Development - One bit at a time
to the Big Bang
Deployment
Majority Desktop Client to 600 Desktops New applications, DLLS downloaded via ICD
built into DC Apps driven through DC DC delivered through remote installs One off, since Documentum upgrades
delivered through DC
Infrastructure
Sun E10000 300Gb 40Gb Documentum 4i, Oracle 8i, RightSite on
Solaris Desktop NT Workstation 4.0 UNIX/NT Connectivity via Samba and soon
LDAP Simple Docbase Federation arrangement
Backup & Security
Normal Oracle and Content backups System offline at 22:00 to 23:00 daily Content does not change - This fits well with
regime
IncrementalDeployment Documentum Apps delivered on small scope
projects - Big Bang avoided Control of applications and performance much
easier - we start fast and remain fast 3 Environments Development, Test and
Production– Test Environment is copy of Production Environment– Business Signs off new releases of applications
