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GROUP 1Arora Shweta | Betbeze Paul- Hadrien | Dong Naichang | Papoutsi Chrysanthi | Zeb Shafiqa
GROUP 1Arora Shweta | Betbeze Paul- Hadrien | Dong Naichang | Papoutsi Chrysanthi | Zeb Shafiqa
THE ALUXTEL CASE STUDY
ROOT DEFINITION
A senior staff owned system (CRM) to respond to growing A senior staff owned system (CRM) to respond to growing subscription rates and collect customer data by means of subscription rates and collect customer data by means of a set-top box and phone calls, in order to improve a set-top box and phone calls, in order to improve efficiency and increase profit.efficiency and increase profit.
A senior staff owned system (CRM) to respond to growing A senior staff owned system (CRM) to respond to growing subscription rates and collect customer data by means of subscription rates and collect customer data by means of a set-top box and phone calls, in order to improve a set-top box and phone calls, in order to improve efficiency and increase profit.efficiency and increase profit.
Group 1
C Customers, Aluxtel
A Customer, Sales Staff
T Old means of communication New means of communication
W The belief that the new system will improve efficiency and profit per customer
O Senior Staff
E Budgets, privacy legislations
USE CASE – CUSTOMER PERSPECTIVE
Group 1
• Browsing products
• Access to special offers
• Order via set-top box and pay with credit card
• Update details
USE CASE – SALES OPERATOR PERSPECTIVE
Group 1
• Identify customer / Create new account → Single access
• Integrated product information
• Delivery and installation option
• Customer profiling
FEASIBILITY STUDY - 1/2
• TECHNICAL:– Cut-over plan shows how to get one clean database– Set-top box allows to display any information on TV– Remote allows full and simple interaction
• LEGAL:– Establish new policies for data privacy– Secure data by encryption methods
• ORGANIZATIONAL:– No real change to the organizational structure– Issue: decision process involves Sales and Mkting
Group 1
FEASIBILITY STUDY -2/2
• SOCIAL:– Project fosters renewed communication– Increases efficiency of various deptt fast approval– New CRM will show latest products to every BU– Set-top box reduces calls No lagging BU
• ECONOMIC:– Creation of clean database better customer targeting– No extra cost: customers already own a set-top box– Will increase call-centre efficiency– Competitive advantage for cross and up-selling packages– Better customer service
Group 1
CUT OVER PLAN
Group 1
ID Task Name Duration*Apr 2008Jan 2008 Mar 2008Dec 2007 Feb 2008 May 2008
4/271/6 4/131/20 2/17 3/16 5/114/2012/9 3/2 3/9 3/3012/2 2/3 5/181/2712/23 4/6 5/412/30 2/2412/16 1/13
1 14hCopy DBs to Temp DB
2 11.1hCorrecting inconsistencies
3 11.1hCorrect split fields
4 10dPrepare system and create new rules
2dPrepare and dispatch emails and TV notices
6 60dWait for customer replies
12 7dStaff training for new CRM
9
11
7dRecruitment process
20dIn house manual correction of data
2dData migration
3/232/10 5/25
7 1dSend reminder emails
8 30dWait for customer replies
14 127dRegular updating of new signups from old DBs to New temp DB
5
13 25dContingencies
10 2dTraining new staff
15
Month 1 Month 2 Month 3 Month 4 Month 5 Month 6
* All days are working days