Oracle CX for Communications Final

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Driving Customer experience .

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<ul><li><p>Transform Your Customer ExperienceOracle CX for Communications</p><p>Joao Pedro Calvalcanti Sant Anna, OiRui Pedro Saraiva, OiDavid Fan, Oracle</p><p>October 28, 2015</p><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. |</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. |</p><p>Program Agenda</p><p>Oracle CX for Communications</p><p>Customer Spotlight Oi</p><p>Q&amp;A</p><p>1</p><p>2</p><p>3</p><p>3</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. |</p><p>The Hyper-Connected World of Data</p><p>4</p><p>In 2014 cloud-based applications account for 81% of the mobile data traffic </p><p>7.4B Mobile Devices for 7.3B People</p><p>Voice will be free within the next 12 month</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. | 5</p><p>new way of working</p><p> digital experiences omni- and cross-channel</p><p> personalize and optimize</p><p> unified customer view</p><p> modern interactions digital customer acquisition</p><p> social interactions</p><p> retail store of the future</p><p> empower everyone collaboration</p><p> proactive and preventative</p><p> process and IT agility</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. | 6</p><p>Oracle CX Portfolio</p><p>WEB</p><p>CONTACT CENTER</p><p>SOCIALMOBILE</p><p>FIELD SALES</p><p>FIELD SERVICE</p><p>STORE</p><p>IOT</p><p>CX FOUNDATION LAYER</p><p>CX APPLICATIONS</p><p>CX INDUSTRY SOLUTIONS</p><p>MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE</p><p>COMMON MODERN USER INTERFACE</p><p>CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIs COLLABORATION ANALYTICSPLATFORM AS A </p><p>SERVICE</p><p>FINANCIAL SERVICES</p><p>COMMUNICATIONS</p><p>HICH TECH</p><p>CONSUMER GOODS</p><p>LIFE SCIENCES</p><p>RETAIL</p><p>MANUFACTURING</p><p>AUTOMOTIVE</p><p>HEALTHCARE</p><p>PROFESSIONAL SERVICES</p><p>HOSPITALITY</p><p>UTILITIES</p><p>TRAVEL AND TRANSPORTATION</p><p>MEDIA AND ENTERTAINMENT</p><p>EDUCATION AND RESEARCH</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. |</p><p>Choose Your Digital Transformation Journey</p><p>7</p><p>innovate</p><p>Empowered Customer Care</p><p>differentiate</p><p>Agile and Collaborate </p><p>Selling</p><p>Cross-/Omni-Channel </p><p>Commerce</p><p>Social Engagement</p><p>Digital Marketing</p><p>Sales Optimization</p><p>transform</p><p>Customer Care</p><p>Concept to Cash to Care</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. |</p><p>Spotlight on Oi</p><p>8</p><p>innovate</p><p>Empowered Customer Care</p><p>differentiate</p><p>Agile and Collaborate </p><p>Selling</p><p>Cross-/Omni-Channel </p><p>Commerce</p><p>Social Engagement</p><p>Digital Marketing</p><p>Sales Optimization</p><p>transform</p><p>Customer Care</p><p>Concept to Cash to Care</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. |</p><p>Presenters</p><p>9</p><p>JOO PEDRO CAVALCANTI SANTANNACustomer</p><p>Relationship Director, </p><p>Oi</p><p>Joo is the Functional Director of the</p><p>CRM Cloud and HCM Projects and</p><p>responsible for leverage technology</p><p>and analytics to create business</p><p>value, improve customer experience</p><p>and gain operational efficiency.</p><p>RUI PEDRO SARAIVAIT Governance, </p><p>Architecture &amp; </p><p>Transformation</p><p>Director, Oi</p><p>Rui Pedro Saraiva leads the IT</p><p>Strategic Transformation Program,</p><p>being responsible for its definition</p><p>and implementation, and is also</p><p>responsible for corporate IT</p><p>architecture, blueprint and strategy,</p><p>as well as IT Governance (process,</p><p>PMO and Metrics)</p></li><li><p>Copyright 2015, Oracle and/or its affiliates. All rights reserved. |</p><p>DTH</p><p>IPTV</p><p>TV</p><p>1.2 MM</p><p>2G</p><p>3G</p><p>4G</p><p>WIFI</p><p>MOBILE</p><p>50.2 MM</p><p>xDSL</p><p>FTTH</p><p>MPLS</p><p>ATM</p><p>FRAME RELAY</p><p>[22K KM OF </p><p>SUBMARINE </p><p>CABLES]</p><p>WIRELINE </p><p>BROADBAND</p><p>6.8 MM</p><p>TRADICIONAL </p><p>PSTN</p><p>NGN</p><p>IMS</p><p>PUBLIC PHONE</p><p>WIRELINE </p><p>VOICE</p><p>15.2 MM</p><p>OI PIONEERED CONVERGENT SERVICES IN BRAZIL!</p><p>BRAZIL WIDE DIVERSIFIED OFFERING, B2B &amp; B2C</p><p>ABOUT Oi</p><p>Region I</p><p>Region II</p><p>Region III</p><p>73.4 MM </p><p>Customers</p></li><li><p>STRATEGIC GUIDELINES</p><p>Be the most efficient sales </p><p>channel in volume and cost, </p><p>with exclusive offers and the </p><p>best shopping experience</p><p>To be the preferred customer </p><p>service channel providing the </p><p>best experience</p><p>E-COMMERCE</p><p>E-CARE</p><p>DIGITAL </p><p>CHANNELS</p><p>Digital channels with the best </p><p>user experience, making </p><p>easier the customers lifeDIGITAL </p><p>EXPERIENCE</p><p>Provide customers </p><p>with the best </p><p>content and user </p><p>experience in </p><p>digital channels , </p><p>maximizing</p><p>business results</p><p>ANALYTICS</p><p>Leveraging customer </p><p>behavior insights on </p><p>sales and </p><p>relationship to </p><p>accelerate the </p><p>customer migration </p><p>to digital channels</p><p>IT SUPPORT</p><p> Deploy new services layer</p><p> Ensure availability of </p><p>platforms </p><p> Structure agile process </p><p>11</p></li><li><p>12</p><p>Oi CUSTOMER CARE FACTS: 1.3MM CALLS / DAY</p><p>79 MM</p><p>RGUs*</p><p>10 MM</p><p>Corporate</p><p>SMB</p><p>69 MM</p><p>Retail</p><p>43 MM</p><p>Incoming</p><p>Calls/month</p><p>26 MM</p><p>Resolved by IVR </p><p>/ month</p><p>17 MM</p><p>Derived to</p><p>Human Agent / </p><p>month</p><p>1.3 MM</p><p>Calls/day</p><p>in Peak to Call-</p><p>Center</p><p>* Revenue Generating</p><p>Units</p><p>EACH CALL CAN </p><p>GENERATE ONE OR </p><p>MORE INCIDENTS</p><p> 40K CALL CENTER AGENTS</p><p> 2 OUTSOURCED CALL CENTER PROVIDERS FOR SELLING</p><p> 3 OUTSOURCED CALL CENTER PROVIDERS FOR CUSTOMER CARE</p></li><li><p>OI BORN FROM THE MERGER OF SEVERAL COMPANIES, WHICH CREATED </p><p>IMPORTANT BUSINESS AND IT CHALLENGES</p><p>26 REGIONAL </p><p>OPERATIONS1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011</p><p>TELEMAR </p><p>PRIVATIZATION</p><p>MOBILE SERVICE </p><p>LAUNCH</p><p>PEGASUS </p><p>ACQUISITION</p><p>CONTAX</p><p>SPIN-OFF</p><p>AMAZNIA CELUAR </p><p>ACQUISITION</p><p>WAYTV ACQUISITION</p><p>BRASIL TELECOM </p><p>ACQUISITION</p><p>MOBILE SERVICE </p><p>LAUNCH SP</p><p>SATELLITE TV </p><p>SERVICE LAUNCH</p></li><li><p>CRM</p><p>OM</p><p>Inventory</p><p>Billing</p><p>Collection</p><p>CRM</p><p>OM</p><p>Inventory</p><p>Billing</p><p>Collection</p><p>14.6MM 8.7MM</p><p>CRM</p><p>OM</p><p>Inventory</p><p>Billing</p><p>Collection</p><p>CRM</p><p>OM</p><p>Inventory</p><p>Billing</p><p>Collection</p><p>50.8MM 0.3MM</p><p>CRM</p><p>OM</p><p>Inventory</p><p>Billing</p><p>Collection</p><p>CRM</p><p>OM</p><p>Inventory</p><p>Billing</p><p>Collection</p><p>SYSTEMS</p><p>UGRS</p><p>(CONSUMER </p><p>AND B2B)1.032K</p><p>FIXED MOBILE FIBER TV DTH</p><p>2K</p><p>R1&amp;2&amp;3R1-Telemar R2-Brasil Telecom</p><p>FIXED MOBILE</p><p>AS A CONSEQUENCE OF THIS REALITY THERE ARE MORE THAN 5 FULL </p><p>APPLICATION STACKS</p></li><li><p>Clients</p><p>Frontend</p><p>Backend</p><p>Management </p><p>Information </p><p>System (MIS)</p><p>Monolitico</p><p>Silos</p><p>Silos</p><p>BCV</p><p>Redundancy</p><p>DB DB DB</p><p>Time to market impacting the launch of new </p><p>offers</p><p>Different processes by stack adding complexity</p><p>and dificulties to capture synergies</p><p>Lack of holistic vision of business indicators</p><p>Absence of standard functionalities by stack</p><p> THAT CREATES SEVERAL TYPES OF IMPACTS IN DIFFERENT BUSINESS AREAS</p></li><li><p>NON TECHNICAL </p><p>COMPLAINT</p><p>TECHNICAL </p><p>COMPLAINT</p><p>Interaction </p><p>CRM </p><p>Fixed R1 CRM TV</p><p>CRM Mobile</p><p>Complaint</p><p>Invoice complaint for </p><p>convergent offers is done </p><p>in the Mobile CRM only</p><p>Technical complaints are </p><p>in the respective legacy </p><p>CRM depending on the </p><p>product and a interaction </p><p>record is done in the </p><p>Mobile CRM</p><p>REGARDING CONVERGENT OFFERS, THIS IMPACT IS PARTICULARLY VISIBLE IN </p><p>THE CUSTOMER CARE</p><p>CRM </p><p>Fixed R2</p></li><li><p>DTHMobilexDSL FibraFixedAr</p><p>rec.</p><p>Colle</p><p>ctio</p><p>nAc</p><p>tivati</p><p>onCR</p><p>M &amp;</p><p> OE</p><p>Orde</p><p>rM</p><p>gmt</p><p>Inve</p><p>nt.</p><p>OMSExpediter</p><p>Granite Objectel</p><p>SIS Ativao </p><p>FixaASAP Dados</p><p>Siebel 8</p><p>Netwin</p><p>OM</p><p>SIS Ativao </p><p>Fixa</p><p>Billi</p><p>ng</p><p>STC SAC</p><p>Siebel 6.3</p><p>SIS Ativa o</p><p>Mvel</p><p>SISGEN</p><p>Clarify</p><p>SISGEN</p><p>ASAP Mvel</p><p>OMS</p><p>SINN</p><p>Arbor</p><p>ICS</p><p>STC SAC</p><p>SIS Falhas MASC</p><p>SISRAF</p><p>SCB</p><p>SAG</p><p>SFA</p><p>SISRAF</p><p>SCB</p><p>SAG</p><p>SFA</p><p>DTHMobilexDSL FibraFixed</p><p>Arre</p><p>c.Co</p><p>bran</p><p>a</p><p>Ativa</p><p>o</p><p>CRM</p><p> &amp; </p><p>OEOr</p><p>der</p><p>Mgm</p><p>tIn</p><p>vent</p><p>.</p><p>Inventario</p><p>OM</p><p>Ativaao</p><p>Billi</p><p>ng</p><p>CRM OE</p><p>AS-IS TO-BE</p><p>Billing</p><p>Arrecadaao</p><p>Cobrana</p><p>APPLICATION CONSOLIDATION IN A SINGLE STACK FOR ALL PRODUCTS AND </p><p>SEGMENT IS THE LONG TERM SOLUTION</p><p>Complex process that requires considerable investments, </p><p>resource allocation and risk management over a 5 years period</p><p>R1&amp;2</p><p>R1</p><p>R2</p></li><li><p>TODAY</p><p>COMPLEX TRANSFORMATION REQUIRES SIGNIFICANT INVESTMENTS </p><p>(MONEY &amp; RESOURCE ALLOCATION) THAT SHOULD MAKE PHASED </p><p>DELIVERIES OVER TIME</p><p>CURRENTLY WEVE DIFFERENT APPROACHES BEING USED: (1) DIRECT E (2) PHASED</p><p>DIRECT APPROACH: </p><p>Implement the final </p><p>vision</p><p>INTERMEDIATE</p><p>PHASED APPROACH: </p><p>Consolidate in existing </p><p>platform and afterwards </p><p>implement final vision</p><p>FUTURE</p><p>CRM CLOUD IS </p><p>USING THIS </p><p>APPROACH</p></li><li><p>CRM CLOUD DIRECTLY IMPACTS THE QUALITY OF THE SERVICES PROVIDED TO </p><p>THE CUSTOMER</p><p>DTHMobilexDSL FibraFixedAr</p><p>rec.</p><p>Colle</p><p>ction</p><p>Activ</p><p>ation</p><p>CRM</p><p> &amp; </p><p>OEOr</p><p>der</p><p>Mgm</p><p>tIn</p><p>vent</p><p>.</p><p>OMSExpediter</p><p>Granite Objectel</p><p>SIS Ativao </p><p>FixaASAP Dados</p><p>Siebel 8</p><p>Netwin</p><p>OM</p><p>SIS Ativao </p><p>Fixa</p><p>Billi</p><p>ng</p><p>STC SAC</p><p>Siebel 6.3</p><p>SIS Ativa o</p><p>Mvel</p><p>SISGEN</p><p>Clarify</p><p>SISGEN</p><p>ASAP Mvel</p><p>OMS</p><p>SINN</p><p>Arbor</p><p>ICS</p><p>STC SAC</p><p>SIS Falhas MASC</p><p>SISRAF</p><p>SCB</p><p>SAG</p><p>SFA</p><p>SISRAF</p><p>SCB</p><p>SAG</p><p>SFA</p><p>DTHMobilexDSL FibraFixed</p><p>Arre</p><p>c.Co</p><p>bran</p><p>a</p><p>Ativa</p><p>o</p><p>CRM</p><p> &amp; </p><p>OEOr</p><p>der</p><p>Mgm</p><p>tIn</p><p>vent</p><p>.</p><p>Inventario</p><p>OM</p><p>Ativaao</p><p>Billi</p><p>ng</p><p>CRM OE</p><p>AS-IS TO-BE</p><p>Billing</p><p>Arrecadaao</p><p>Cobrana</p><p> Several systems providing CRM functions</p><p> Several Customer &amp; Account identifiers</p><p> Different business processes per region &amp; segment</p><p> Different Customer vision according to product &amp; CRM system</p><p> Customer information spread over the severallegacy systems, making it difficult to consolidate</p><p>info and get reports</p><p>CRM CLOUD</p><p> Single system for CRM functions</p><p> Single Customer &amp; Account identifier</p><p> Same processes regardless of region or segment</p><p> 360 Customer vision regardless of product orregion</p><p> Customer information centralized in onesystem, making it easier to get reports</p><p>Complex process that requires considerable investments, </p><p>resource allocation and risk management over a 5 years period</p><p>R1&amp;2</p><p>R1</p><p>R2</p></li><li><p>SCOPE</p><p>Front Office Customer Care</p><p>Back Office Workflow</p><p>Functional Administration</p><p>Incident Bulk Load</p><p>SLA Management</p><p>Report / KPIs </p><p>Bundles</p><p>Fiber</p><p>TV</p><p>Mobile</p><p>ADSL</p><p>Wireline</p><p>Retail</p><p>CUSTOMER SEGMENTS</p><p>PRODUCTS PROCESSES</p><p>NEXT PHASES</p><p>Small and Medium Business</p><p>Corporate</p><p>NEXT PHASES</p><p>Corporate Products</p><p>NEXT PHASES</p><p>Trouble Ticket Management</p><p>Campaign Management</p><p>Customer Master</p><p>Billing Inquiries</p><p>Mainframe</p><p>Siebel 8</p><p>Siebel 6.3</p><p>Siebel UCM / CDI</p><p>Clarify</p><p>TV custom system</p><p>SYSTEMS INTEGRATION</p><p>NEXT PHASES</p><p>Inventory</p><p>Billing</p><p>Order Entry</p></li><li><p>ORACLE SERVICE CLOUD FOUNDATION OF CRM CLOUD</p><p>CRM LEGACIESUNIFIED CRM (ORACLE SERVICE CLOUD)</p><p>SOLUTION ADMINISTRATION Access Profiles &amp; Forwarding flows</p><p>Dispute</p><p>Trouble Ticketing</p><p>Sales</p><p>CHANNEL INTEGRATION</p><p>INTEGRATION WITH OTHER SYSTEMS</p><p>FRO</p><p>NT-E</p><p>ND</p><p>BACK-E</p><p>ND</p><p>VOICE/ IVR EMAIL / SMS LETTER/ FAX PORTALS PRESENTIAL</p><p>CADASTRO</p><p>Customer &amp; </p><p>Account</p><p>CAMPAIGNS</p><p>Execution &amp; </p><p>Lookup</p><p>CUSTOMER CARE</p><p>Information</p><p>Dispute</p><p>complaints</p><p>Workflow - FO</p><p>TROUBLE TICKET</p><p>Opening</p><p>Scheduling</p><p>Workflow - BO</p><p>SALES</p><p>Profiling</p><p>Cadastro</p><p>OS Status</p><p>Service Mgmt</p><p>Pre-Sales</p><p>CRM REPORTING</p><p>Customer Interactions</p><p>Customer requests</p><p>Invoice Disputes</p><p>Repairs</p><p>Campaigns</p><p>Billing</p></li><li><p>22</p><p>ORACLE SERVICE CLOUD COMPONENTS</p><p>ORACLE SERVICE CLOUD</p><p>Custom Process Model Connect Web Services</p><p>REPLICA DATABASE</p><p>ODBC Driver</p><p>Online </p><p>IntegrationBatch Integration Stage</p><p>INTEGRATION </p><p>STACK</p><p>ORACLE SOA SUITE INFORMATICA POWER CENTER</p><p>LEGACIES LEGACIES LEGACIES LEGACIES</p><p>ODS / DW</p><p>AGENT </p><p>DESKTOP</p><p>CALL CENTER </p><p>AGENT</p><p>ON PREMISE COMPONENTS</p><p>CLOUD COMPONENTS</p></li><li><p>CRM CLOUD </p><p>WEVE CHANGED OUR APPROACH TO IMPLEMENT THE PROJECT</p><p>FROM WATERFALLWe had a 23 month implementation </p><p>within Siebel with all mapped scope at </p><p>once</p><p> TO AGILE APPROACHWe decided to create small sprints to </p><p>prove the solution and get benefits faster.</p><p>Well probably take longer to implement all mapped scope (if), but were generating savings from month 4!</p><p>Pic source:</p><p>http://www.origin-digital.com/tech-start-company-tips-success-product-development/</p></li><li><p>USING AN AGILE APPROACH, WEVE MANAGED TO DELIVER A MINIMUM VIABLE PRODUCT QUICKER</p><p>2015 2016 2017</p><p>J F M A M J J A S O N D J F M A M J J A S O N D J F M A M J J A S O N D</p><p>FO/BO ProcessesFixed+ADSL+TV+MobileSimplified 360 Customer ViewFO/BO AnalyticsRetail</p><p>Billing InquiriesCampaign ManagementRegulatory BORetail</p><p>Customer MasterComplete 360 Customer View</p><p>Sales Call CenterRetail</p><p>Corporate ProductsTrouble TicketsOrder EntryOSvC web-basedRetailCorporateWhole-saleThe scope of each phase to be confirmed</p><p>Automatic distribution ofactivities to Back Office </p><p>agents</p><p>Functional AdminSLA ManagementReportingRetail</p><p>2: FOBO + INFORMATIONAL</p><p>3: BO OPTIMIZATION 4: CUSTOMER MDM 5: UNIFIED CRM1:WORKFLOW BO 1: ROLLOUT</p><p>2: ROLLOUT</p></li><li><p>AS-WAS SCENARIO</p><p>CRM Mainframe 1</p><p>CRM Mainframe 2</p><p>CRM Siebel 6.3</p><p>Billing Mainframe 1</p><p>CRM Mainframe 3</p><p>CRM Custom</p><p>Front Office Back Office</p><p>Incidents Distribution</p><p>Customer Inquiries Extract and load incidentsIncidents distribution to Back </p><p>Office AgentsHandling and closure in Back Offices</p><p>Legacy System 1</p><p>Incidents Distribution</p><p>Legacy System 2</p><p>Back Office Cells</p><p>Manual extraction</p><p>and transformation</p><p>of files to be loaded</p><p>in Back Office </p><p>systems</p><p>Others</p><p>Reporting</p><p>Back Office Management</p></li><li><p>Legacy System 2</p><p>AS-IS AFTER PHASE 1 IMPLEMENTATION</p><p>CRM Mainframe 1</p><p>CRM Mainframe 2</p><p>CRM Siebel 6.3</p><p>Billing Mainframe 1</p><p>CRM Mainframe 3</p><p>CRM Custom</p><p>Front Office Back Office</p><p>Incidents Distribution</p><p>Customer Inquiries Extract and load incidentsIncidents distribution to Back </p><p>Office AgentsHandling and closure in Back Offices</p><p>Legacy System 1</p><p>Incidents Distribution</p><p>Back Office Cells</p><p>1. Consolidation of</p><p>platforms</p><p>Others</p><p>Manual extraction</p><p>and transformation</p><p>of files to be loaded</p><p>in Back Office </p><p>systems</p><p>Reporting</p><p>Back Office Management</p></li><li><p>AS-IS AFTER PHASE 1 IMPLEMENTATION</p><p>CRM Mainframe 1</p><p>CRM Mainframe 2</p><p>CRM Siebel 6.3</p><p>Billing Mainframe 1</p><p>CRM Mainframe 3</p><p>CRM Custom</p><p>Front Office Back Office</p><p>Customer Inquiries Extract and load incidentsIncidents distribution to Back </p><p>Office AgentsHandling and closure in Back Offices</p><p>Back Office Cells</p><p>Incidents Distribution</p><p>Others</p><p>ETL</p><p>Automated</p><p>Extraction and</p><p>Load process Functional Administration</p><p>Reporting</p><p>Back Office Management</p><p>2. Automation of</p><p>extraction and load</p><p>process</p><p>3. New Functional</p><p>Administration</p><p>ModuleFunctional Administration team working with </p><p>reference data to manage profiles and LOVs</p></li><li><p>AS-IS AFTER PHASE 1 IMPLEMENTATION</p><p>CRM Mainframe 1</p><p>CRM Mainframe 2</p><p>CRM Siebel 6.3</p><p>Billing Mainframe 1</p><p>CRM Mainframe 3</p><p>CRM Custom</p><p>Front Office Back Office</p><p>Customer Inquiries Extract and load incidentsIncidents distribution to Back </p><p>Office AgentsHandling and closure in Back Offices</p><p>Back Office Cells</p><p>Incidents Distribution</p><p>Others</p><p>ETL</p><p>Automated</p><p>Extraction and</p><p>Load process</p><p>Reporting</p><p>Back Office Management</p><p>Operational Reports</p><p>Managers and</p><p>Supervisors</p><p>Service Management (SLA)</p><p>Functional Administration</p><p>4. New SLA </p><p>Management for </p><p>Back Offices</p><p>5. Ability to manage</p><p>operations through</p><p>analytical reports</p></li><li><p>29</p><p> Minimum viable product: simple but relevant</p><p> Balance between requirement complexity and business benefits</p><p> Change of paradigm for IT to take a Core system to the Cloud</p><p> Standardization of business processes: the biggest process </p><p>transformation ever</p><p> Reference Data definition for implementation of workflows</p><p> Mobilization of 200+ people from Oi and partners</p><p>MAIN CHALLENGES OF PHASE 1</p></li><li><p>REALIZED BENEFITS</p><p>Process</p><p>standardization</p><p>Reporting</p><p>(full control of</p><p>Operations)</p><p>Productivity Gains</p><p>30% plus (so far)</p><p>650 Users</p><p>22k planned</p></li><li><p>CRITICAL SUCCESS FACTORS: SIMPLE BUT RELEVANT</p><p>1. Establish measurable business goals</p><p>2. Align business and IT operations</p><p>3. Get executive support up front</p><p>4. Let business goals drive functionality</p><p>5. Minimize customization by leveraging out-of-</p><p>the-box functionality</p><p>6. Use trained, experienced consultants</p><p>7. Actively involve end users in solution design</p><p>8. Invest in training to empower end users</p><p>9. Use a phased rollout schedule</p><p>10. Measure, monitor, and track </p><p>Phase 1 delivered in 4 Months !</p><p>Agile</p><p>Cloud</p><p>Classic CRM </p><p>Issues</p></li><li><p>AS-IS AFTER PHASE 1 IMPLEMENTATION</p><p>CRM Mainframe 1</p><p>CRM Mainframe 2</p><p>CRM Siebel 6.3</p><p>Billing Mainframe 1</p><p>CRM Mainframe 3</p><p>CRM Custom</p><p>Front Office Back Office</p><p>Customer Inquiries Extract and load incidentsIncidents distribution to Back </p><p>Office AgentsHandling and closure in Back Offices</p><p>Back Office Cells</p><p>Incidents Distribution</p><p>Others</p><p>ETL</p><p>Automated</p><p>Extraction and</p><p>Load process</p><p>Repo