Strategy & Management

Consulting

Case Study 1

Enterprise Resource Planning

Industry Vertical: Telecommunications

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

Problem

In US, there had been more than 25 call centers which have over than 10,000 Customer Service Representatives. The current portal has lacked in reporting capabilities, automation, and consolidation with the billing system. There are opportunities for improving the speed of which the forms can be finished by Care Representatives for improving the Call Response Time (CRT).

RiVi’s Contribution

Strategy was implemented to enable transactions by back-end consolidation in which thinking and data entry are completed at the utmost. Various managements like Delivery Management, Program Management, Business Analysis, Quality Assurance, Application design, and Architecture.

Benefits

The initiative of $ 5.1 MM NPV by Q4 in 2007 integrated more than 10 application windows to one portal for accessing customer data in a more logical way which saved 20 seconds per forms at an average.

Case Study 1

Enterprise Resource Planning

Industry Vertical: Telecommunications

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

Problem

In US, one Wireless Telecommunications Service Provider has CSR with no common customer database which is used across channels. Data- driven marketing analysis was difficult and time-consuming, so, customer’s data was incomplete and inconsistent.

RiVi’s Contribution

The strategy implemented was of design and to implement central customer database with all the information of individuals, their preferences, their values and their interactions with enterprise portal. Various managements like Delivery Management, Program Management, Business Analysis, Quality Assurance, Application design, and Architecture.

Benefits

The initiative of driven retention by targeting on saves offers which reduced the costs of direct mails, enabled the cross-sell/up-sell ability, and allowed targeted communications. The initiative achieved $ 5 MM NPV.

Case Study 1

Enterprise Resource Planning

Industry Vertical: Telecommunications

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

Problem

In US, one of the Wireless Telecommunications Service Provider has CSR’s which is required for the research of multiple systems to build a finished picture of the customer and to fulfill the offers. Offers are not established on customer’s occupancy, thus, lack of data and data coalition issues limits in reporting.

RiVi’s Contribution

Strategy implemented was of design and implementation of a portal which has the ability to present save offers based on the likelihood that a customer can cancel service, the future value of the customer. It increases the visibility to the save queue, improves tracking and reporting for the uninterrupted improvement.

Benefits

The initiative of reducing churn through the capability of creating, target, presentation and also the tracking of segmented customer save offers. It improved the ability to enforce financial business rules and processes continuously which helped marketing to develop offers based on customer‘s demand, improvement in tracking take rates, it refined offers before release and also controlled various offers for customer segments. Basically, it improved the targeted up-sell/cross-sell opportunities, made efficient targeted communications and churn prediction improved very dramatically. The initiative made a profit of $129 million NPV over 4.5 years.

Case Study 1

Enterprise Resource Planning

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

In US, one Wireless Telecommunications Service Provider has more than 25 call centers which have over than 10,000 Customer Service Representatives had the call with high volumes regarding the troubleshooting information and also about the training to CSRs diverse across channels.

RiVi’s Contribution

The strategy implemented was of design and a portal was implemented with the information across touch-points consistently. Various managements like Delivery Management, Program Management, Business Analysis, Quality Assurance, Application design, and Architecture.

Benefits

It improved the experience of customer regarding troubleshooting

Case Study 1

Enterprise Resource Planning

Industry Vertical: Manufacturing, Retail

Application Spectrum: Enterprise Resource Planning, Enterprise Portal Solutions

Problem

In US, one of the largest producers needs to update their ERP system. The producers are of blow molded plastic packaging which has 62 plants and 575 manufacturing units.

RiVi’s Contribution

The ERP system was updated with remote update/maintained assistance. It also helped in Program Management and technical assistance.

Benefits

The system of ERP was updated with least interruption and inconvenience to the customers.

Get a Quote Form

captcha