Strategy & Management

Consulting

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Telecommunications

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

Problem

A Wireless Telecommunications Service Provider in US had more than 25 call centers, employing more than 10,000 Customer Service Representatives. Their existing portal for business lacked reporting capabilities, automation, as well as integration with the billing system. Many opportunities existed to improve the speed for the completion of targets by Customer Service Representatives (CSRs) to improve the Call Response Time (CRT), but were not made use of.

RiVi’s Contribution

After studying their extant model, our contribution was pronounced in the following areas:

- Delivery Management
- Program Management
- Application Design
- Architecture
- Business Analysis
- Quality Assurance

Our strategy implemented involved enabling transactions through back-end integration via efficient automated procedural processes and data entry.

Benefits

Our strategy systematically helped consolidate more than 10 application windows into one single portal. Access to customer data was made easier and methodical, saving an average of 20 seconds per form. This initiative garnered $ 5.1 MM NPV by Q4 2007.

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Telecommunications

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

Problem

A Wireless Telecommunications Service Provider in US made the Customer Service Representatives (CSRs) use multiple customer databases across multifarious channels. This led to the customer data being often inconsistent and incomplete. Certain specific measures such as data-driven marketing analysis were difficult and time-consuming to execute.

RiVi’s Contribution

After studying their extant model, our contribution was pronounced in the following areas:

- Delivery Management
- Program Management
- Application Design
- Architecture
- Business Analysis
- Quality Assurance

Our strategy implemented was designed keeping a central model in mind. Execution of a central customer database with information on individuals, their preferences, values, and interaction with the enterprise portal – such keys were inducted in the revised model.

Benefits

Our proposed model generated in accelerated retention by targeting save offers to individuals. It also resulted in mail costs being reduced and enabled targeted cross-sell/up-sell capabilities. Benefits also included facilitation of targeted communications. This initiative garnered $ 5 MM NPV.

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Telecommunications

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

Problem

A Wireless Telecommunications Service Provider in the US made its CSRs research multiple systems to build a complete and detailed profile of a customer in order to fulfil tailored offers. But, the offers were not based on a customer’s tenure or held the least value to a potential one. Lack of data and its integration options limit reporting procedures.

RiVi’s Contribution

After studying their extant model, our contribution was pronounced in the following areas:

- Delivery Management
- Program Management
- Application Design
- Architecture
- Business Analysis
- Quality Assurance

Strategy concocted involved implementing a portal with the ability to present appropriate save offers based on two crucial factors:
- Likelihood of a chance that a customer may cancel the service
- A customer’s future value
The proposed plan was beneficial as it increased visibility in the save queue and improved tracking as well as reporting for continual improvement.

Benefits

The initiative reduced churn by utilising the ability to create, target, present, and track Segmented Customer Save Offers. It also improved enforcement of financial business rules and processes. The plan vehemently enabled marketing to:

- Develop offers based on customer attributes
- Improve and track take rates
- Test and refine offers before releasing them completely to save queues
- Control offers for appropriate customer segments
- Create the ability to access more robust performance metrics

A positive financial impact was observed, projected to produce benefits of $ 129 million NPV over 4.5 years. Vast improvements were observed in targeted cross-sell and up-sell opportunities. Also, targeted communication, churn prediction and reaction improved dramatically.

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Telecommunications

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

Problem

A Wireless Telecommunications Service Provider in US with more than 25 call centres, and about 10,000 Customer Service Representatives (CSRs), received abundant volume of enquiries to the call centers with regards to troubleshooting information, with the added task of training CSRs across varied channels.

RiVi’s Contribution

After studying their extant model, our contribution was pronounced in the following areas:

- Delivery Management
- Program Management
- Application Design
- Architecture
- Business Analysis
- Quality Assurance

Strategy concocted involved the implementation of a portal with consistent information across touch-points.

Benefits

Execution of the plan improved customer experience in device troubleshooting by providing a more consistent and efficient experience. This project optimized the method of accomplishing troubleshooting, thereby improving measurements in the following domains:
- Call Resolution Time (CRT).
- One Call Resolution (OCR)
- Call Transfer
- Handset Exchanges
These improvements vastly resulted in a positive impact regarding cost margins.

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Web Portal, E-Wallet, Payments and Financial Services

Application Spectrum: Web Portal Solution, Mobile Application Solution, Point of Sale Solution, Money Transfers and Payouts

Problem

A leading Payment Solutions Service Provider in India aimed to develop a cutting edge web portal with integrated E-Wallet and Payment interfaces that would help the company capture a higher market share in the online payments business segment. Their game plan involved using not only web and mobile platforms, but also providing the interface to neighbourhood retail outlets for accepting payments for various utilities and services from customers and earning commission for the same. Such stores, using the new system, would thus serve as mini payment banks providing MPOs, ATM, Utility Bill Payments, Domestic Money Transfers and other services.

RiVi’s Contribution

After studying their proposed idea, our contribution was pronounced in the following areas:
- Business Analysis
- Application Design and Development
- Design of System Architecture
- Delivery Management
- Program Management
- Quality Assurance
- Application Support and Maintenance

Benefits

In consideration to their requirements, a brand new, visually appealing, and user-friendly web portal was developed and launched with multiple payment options that included online, mobile-wallet, retail outlets with easy to use POS for vendors, thus helping them perform payment processing and payouts for money transfers. The solution enabled the client to emerge as one of the leading payment solutions firm by expanding the scope of business. The key features of the project included creating a new revenue stream through enrolment of neighbourhood retail stores as payment outlets for customer bill payments, mobile recharges, money transfers, etc.

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Healthcare

Application Spectrum: Content Management System (CMS) and Learning Management System (LMS)

Problem

A well-known Healthcare Information Technology Solutions Firm needed to upgrade their existing product offerings based on market feedback and company’s strategic vision to retain their leadership in the healthcare technology solutions market. As part of this initiative, the company identified two key projects as an extension of their Hospital Information Management System (HIMS) Product:
- Developing a complete solution for a cloud based Content Management System to enable customers in managing their content and documents.
- Developing a Learning Management System for enabling existing clients to offer their employees online learning solutions and a range of courses aimed at holistic capacity development.

RiVi’s Contribution

In consideration of their requirements, our contribution was pronounced in the following areas:

- Gathering business requirements
- Analysis and Documentation
- System High Level and Detailed Design
- Project Planning and Management
- Application Development
- Cloud Deployment and Maintenance Services

Benefits

The detailed strategy enabled the client’s product to stay ahead of its competitors by implementing new systems and offering functionalities and features desired by the customers. These new systems created newer revenue streams for the client as existing customers availed the new services and some new customers procured the LMS and CMS stand-alone products.

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Construction

Application Spectrum: Development and Maintenance of Web Portal, Integration with existing ERP System

Problem

One of the leading industrial construction companies with a history spanning 4 decades, and revenues of over US $ 300 million identified a need for a single web portal for employees, suppliers, and the management team. It also required integration of the same with existing ERP systems to enable ease of executing business. The management also identified a need for customised information dashboard for efficient enactment of management decisions.

RiVi’s Contribution

In consideration to their requirements, our contribution was pronounced in the following areas:

- Study of existing systems, processes and procedures
- Defining the system architecture and detailed design of the portal and interfaces
- Software Application Development
- Integration, Testing and Deployment
- Support and Maintenance Services

Benefits

With our strategy, the new web portal significantly reduced the transaction time for processing payments, approvals and the lead time for procurement. The constructive dashboards resulted in efficient project management. Project progress tracking was improved it became simpler to identify the issues promptly for management to address and ensure faster delivery of the project, thus improving profitability.

Case Study 1

Enterprise Portals Solutions

Industry Vertical: Transportation, Government

Application Spectrum: Enterprise Portal Solution, Business Intelligence, Data Warehouse, ERP System, Various in-house applications

Summary

RiVi helped develop customer’s Trans Portal – a data warehouse and business intelligence portal that served as a one stop destination for all of the enterprise’s real-time performance monitoring and reporting needs. This benefitted the customer in evaluating the weaknesses and determining how their business strategies affected the operations and their amalgamation in the vision and mission of the organisation. Information from various disparate systems was collected into a data warehouse, architected specifically to provide scalable, high performance and accurate information, 24x7. This information was presented in an easy-to-access, secure web based format to employees with different security access levels. Information was presented via dashboards and reports, integrated into a common infrastructure called Trans Portal, which in turn was integrated with customer’s Intranet.

Problem

Information Challenges faced by customer:
- Access to real-time and accurate information by executives and management
- Generation of reports from a variety of disparate systems across the enterprise
- Analysis of business performance across different functional areas
- Co-relation of different business events
- Understanding how business events impact customers, and how goals for increasing revenue, profitability and increased rider ship are affected
- Making better business decisions to achieve objectives

Problem

Existing state of IT systems and challenges for information delivery:
- Inconsistent data from multiple sources including manual entries, mainframe systems, VSAM, Unidata, MS Access, MS Word, Oracle files, Excel spreadsheets, Legacy Systems and others
- Multiple systems store similar data, although in different formats, using varied rules, causing data redundancy, inconsistency, and eventually, making it assiduous to co-relate information
- More manpower required to produce manually
- More time wasted in manual gathering, compiling, creation and distribution of reports
- Manual calculations often render in erroneous data
- Data is deemed outdated by the time reports are distributed
- Historical data is archived in many cases, making it unavailable or difficult to obtain for reporting and analysis
- Lack of enough, accurate, timely, summarized, and co-related information creates an environment for potentially non-optimal business decisions
- Outdated and manual business processes

End Result:

  • Poor operational efficiency
  • Increased costs of operations and maintenance
  • Non-optimal business decisions
  • Decisions non-aligned with business strategy and goals
  • Reactive decision making process

Approach:

To resolve the problems listed above, the customer embarked upon a long-term data warehouse initiative and chose RiVi — for its core expertise in that area — to help with the implementation of the system. RiVi was involved in the entire life cycle of the project, from gathering requirements, conducting user information sessions, documenting existing business processes, designing the warehouse and portal architecture, system architecture, ETL architecture, selection of hardware and software tools, establishing infrastructure, setting up various work environments, development, quality control, changing management and rollover to production. The project was implemented in phases with key dashboards and reporting systems being integrated in each phase. The following defined the hardware and software environment:

  • Oracle 9i Database Server
  • Oracle 9i Application Server
  • Oracle 9iDS (Form, Reports, Discoverer, Designer, Portal, OWB)
  • Windows 2000
  • Compaq Blade Servers
  • High Availability/ Load Balancing configuration in production
  • SAN (Storage Area Network) for storage
  • Centralized management using OEM (Oracle Enterprise Manager)
  • Quest Software’s TOAD Suite for PL/SQL development

 

Through the implementation of an enterprise data warehouse and a web portal, decision makers no longer needed to deal with raw data from diverse legacy systems, as it was standardized, integrated and presented in an easy-to-use online format, accessible via a web browser.

Access to real-time information on bus and rail transport performance, quality, safety, customer complaints, crime rates, staffing and financial aspects was supported with a drill-down and drill-through functionality.

Managers were presented with indicators that provided an overview of current performance and activities.

Alerts and indicators of “hot-spot” were assigned to complex activities.

Data entry was automated, thereby reducing data processing time. The data warehouse portal was also integrated with the intranet website.

RiVi also made recommendations for the future phases and the enhancement of the existing data warehouse to help the customer achieve their business goals.

 

Results:

“Receiving up-to-date and timely information is critical in making effective decisions. Our recent rollout of the TRANS portal as an executive information system has helped me and the rest of the authority in making time-sensitive decisions. I am able to view MARTA reports online at any time…Additionally, we have been able to realize significant savings related to maintenance activities…”

 

CFO & AGM Finance

Benefits of the data warehouse project for the customer include:

  • Realized cost savings through:
    • Avoiding manual creation and distribution of reports
    • Changing outdated and manual business processes
    • Automating data cleansing and aggregation activities
    • Streamlining maintenance activities
  • Authority-wide web based access
  • Real-time snapshots of the business and effective decision making
  • Availability of historical data aggregated from various sources and displayed in various formats – pie-charts, graphs, etc.
  • Ability to compare actuals with targets
  • Automated monthly performance review and other reports
  • Improved operations (handling of data and information)
  • Improved interface/ single view of data co-related to various sources
  • Consistency in reporting, presentation and accuracy of data
  • Automated/Standardized data calculations
  • Effective and efficient way to analyse historical data
  • One stop destination for all authority’s KPIs and reports
  • Improved security and access control
  • No waiting period for decision making – power to the executives!
  • Ability to proactively monitor business performance and stay ahead in the game!

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