Deliver Tangible Business Results with Siebel Commerce Applications? Yes, You Can!

Liah Vazana

Sales and Service Business Processes Department Manager

Partner Communications

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

Agenda

Market & Business Background

Project Purpose & Scope

Methodology

Challenges

Business Benefits: From Dream to Reality

Technology Perspective

Market & Business Background

The Israeli Communications Market

5 Major Companies

Market Saturation

Quad-Play

Heavy Regulation

It’s a highly competitive market!

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

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

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…

Project Purpose & Scope

CSR will work in one system while Customers will have access to comprehensive Self-Service system

Simple

Fast

Innovative

Stable

ONE Project - Vision

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

# 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

# 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

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

Cockpit

All the information you need in one place

Sales Order

Methodology

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

Challenges

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

...I have a dream

From Dream to Reality

Users Perception

High level of control Medium level of control Insufficient level of control

Week 1 Week 2 Week 3 Week 4

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

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

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

How Did Technology serve it?

Penelope Mantzari

Sales Consulting Manager

Cognity S. A.

Project Management Challenge

Project Execution

30

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

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

Questions ?

Liah Vazana

Liah.vazana1@orange.co.il

Penelope Mantzari

pmantzari@cognity.gr