Strategy & Management

Consulting

Case Study 1

Enterprise Architecture and SOA

Industry Vertical: Telecommunications

Application Spectrum: Enterprise Portal Solution, Customer Relationship Management (CRM), Billing System, ERP System

Problem

One of the renowned wireless telecommunication service providers from the US had over 25 call centers employing over ten thousand customer support executive. What their portal lacked was fine reporting capabilities, automation, and integration with the billing system. Also, opportunities prevail for improving the speed and efficiency of which the forms can be completed by customer support representatives to improvise call response time (CRT).

RiVi’s Contribution

In this regard, RiVi’s contribution was to ensure delivery management, program management, application design, architecture, business analysis, quality assurance. The strategy behind this was to enable transactions via back-end integration where most of the input and processing jobs were taken by the system itself.

Benefits

This approach helped in consolidating over 10 application windows into one portal to have access to customer data in a better way and reduce an average of 20 seconds of engagement from each form. This initiative has $5.1 MM NPV by Q4 2007.

Case Study 1

Enterprise Architecture and SOA

Industry Vertical: Telecommunications

Application Spectrum: Enterprise Portal Solution, Customer Relationship Management (CRM), Billing System, ERP System.

Problem

A US-based wireless telecommunications service provider had its CSR with no common customer database to be used across channels. All the data about customers remained incomplete and inconsistent. Moreover, data-driven marketing analysis consumed more time and was difficult as well.

RiVi’s Contribution

Delivery Management, Program Management, Application design, architecture, Business Analysis, Quality Assurance. The strategy we adopted here was design and implementation of central customer database with all the data on individuals, preferences, their value, and their interactions with enterprise portal.

Benefits

The outcomes were optimal as the retention was driven by targeting save offers to individuals. Direct mail costs declined and targeted cross-sell/up-sell capabilities were enabled. Targeted communications were enabled as well. This initiative achieved $ 5 MM NPV.

Case Study 1

Enterprise Architecture and SOA

Industry Vertical: Telecommunications

Application Spectrum: Enterprise Portal Solution, Customer Relationship Management (CRM), Business Intelligence, Billing System, ERP System.

Problem

One of the Wireless Telecommunications Service Provider in the US had its CS Rs required to research multiple systems to build a complete picture of a customer and to fulfill offers. Offers are not based on a customer’s tenure and/or value to the customer. Deficiency of data and data integrity issues limit reporting.

RiVi’s Contribution

Rivi contributed in delivery management, program management, application design, architecture, business architecture, and analysis as well as quality assurance. New strategies were implemented such as design and implementation of a portal that is able to present appropriate save offers based on several criteria like the likelihood of a customer to accept or cancel a service, customer’s future value. RiVi also contributed to increase the visibility into the save queue and improve tracking and reporting for continuous improvement.

Benefits

Market was enabled to develop offer based on customer attributes, improve and track take rates, test and refine offers before releasing to entire save queue, control offers the appropriate consumers and develops the abilities to access stronger and safer performance metrics. The impact was positive financially. Finance was projected to generate benefits of $129 million NPV over 4.5 years. Vastly improved targeted cross-sell & up-sell opportunities emerged. Targeted communications became more efficient. Churn prediction and reaction methodology improved dramatically.

Case Study 1

Enterprise Architecture and SOA

Industry Vertical: Telecommunications

Application Spectrum: Enterprise Portal Solution, Customer Relationship Management (CRM), Business Intelligence, Billing System, Enterprise Resource Planning System, Enterprise Content Management System.

Problem

One of the Wireless Telecommunications Service Provider in the US had 25+ call centers with more than 10, 000 Customer Service Representatives. These CSRs faced difficulties due to lack of operational strategy and availability of consistent information.

RiVi’s Contribution

The strategic operation was streamlined and a portal was designed and implemented with consistent information across all touch-points.
Services Provided:
- Delivery Management
- Program Management
- Application design
- Architecture
- Business Analysis
- Quality Assurance

Benefits

Improve customer experience in device troubleshooting by providing a more consistent and efficient experience. This project optimized the method of completing troubleshooting, thereby improving measurements in Call Resolution Time (CRT), One Call Resolution (OCR), Call Transfer and Handset Exchanges.

Case Study 1

Enterprise Architecture and SOA

Industry Vertical: Telecommunications

Application Spectrum: I.T. Infrastructure, Customer Relationship Management (CRM) Platform

Problem

One of the Wireless Telecommunications Service Provider in the US had 20+ call centers with more than 10,000 Customer Service Representatives. They needed help in design and deployment of their new CRM infrastructure.

RiVi’s Contribution

Implemented the entire infrastructure that consisted of 36+ servers including HP super domes, highly redundant, scalable and fault tolerant framework.
Services Provided:
- Delivery Management
- Program Management
- Infrastructure design
- Architecture and Validation
- Business Analysis

Benefits

The infrastructure supported 6000 concurrent users supporting 25+ call centers spread geographically across U.S.

Case Study 1

Enterprise Architecture and SOA

Industry Vertical: Manufacturing, Retail

Application Spectrum: Enterprise Resource Planning, Enterprise Portal Solutions

Problem

One of the world’s leading producers of visual& multimedia communications planned to implement a brand new ERP system. The challenge was to integrate that ERP into 5 US manufacturing and 3 European manufacturing plants.

RiVi’s Contribution

Program management
Technical assistance

Benefits

Old applications that performed the functions of the ERP system were removed and replaced with the new ERP system installed with minimum interruption and convenient to the end users.

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