Enterprise Architectures & SOA

Case Study 1

Industry Vertical: Telecommunications

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

Problem: One of the Wireless Telecommunications Service Provider in US had 25+ call centers with more than 10, 000 Customer Service Representatives. Their current portal lacked reporting capabilities, automation and integration with billing system. Also, Opportunities exist to improve the speed at which forms can be completed by Care representatives to improve Call Response Time (CRT).

RiVi’s Contribution: Delivery Management, Program Management, Application design, architecture, Business Analysis, Quality Assurance. Strategy implemented was to enable transactions through back end integration where “thinking” and data “entry” is done by the system as much as possible

Benefits: Consolidated more than 10+ application windows into one portal to access customer data in a more efficient way and saved an average of 20 seconds per form. This initiative has $ 5.1 MM NPV by Q4 2007

Case Study 2

Industry Vertical: Telecommunications

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

Problem: One of the Wireless Telecommunications Service Provider in US had its CSR have no common customer database used across channels. Customer data often was incomplete and inconsistent. Data-driven marketing analysis were difficult and time-consuming.

RiVi’s Contribution: Delivery Management, Program Management, Application design, architecture, Business Analysis, Quality Assurance. Strategy implemented was design and implement central customer database with information on individuals, preferences, their value, and their interactions with enterprise portal

Benefits: Driven retention by targeting save offers to individuals. Reduced direct mail costs. Enabled targeted cross-sell/up-sell capabilities. Enabled targeted communications

This initiative achieved $ 5 MM NPV

Case Study 3

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 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 customer. Lack of data and data integrity issues limit reporting

RiVi’s Contribution: Delivery Management, Program Management, Application design, architecture, Business Analysis, Quality Assurance. Strategy implemented was design and implement a portal with the ability to present appropriate save offers based on: Likelihood that a customer will cancel service, Customer’s future value to customer. Increase visibility into the save queue and improve tracking and reporting for continuous improvement.

Benefits: Reduce churn through the ability to create, target, present, and track Segmented Customer Save Offers. Improved ability to consistently enforce financial business rules and processes. Enabled Marketing to: develop offers based on customer attributes; improve and track take rates; test and refine offers before releasing to entire Save Queue; control offers for appropriate customer segments; and create the ability to access more robust performance metrics. Positive Financial Impact—projected to produce benefits of $129 million NPV over 4.5years. Vastly improved Targeted Cross-Sell & Up-Sell opportunities. Efficient Targeted Communication. Churn Prediction & Reaction improved dramatically.

Case Study 4

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 US had 25+ call centers with more than 10, 000 Customer Service Representatives had Calls to call centers in high volume in regards to troubleshooting information and training to the CS Rs varied across channels.

RiVi’s Contribution: Delivery Management, Program Management, Application design, architecture, Business Analysis, Quality Assurance. Strategy implemented was design and implement a portal with the Consistent information across touch-points

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. These improvements resulted in positive impact to costs and the bottom line.

Case Study 5

Industry Vertical: Telecommunications

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

Problem: One of the Wireless Telecommunications Service Provider in US had 20+ call centers with more than 10, 000 Customer Service Representatives wanted to roll out a new CRM platform and needed help in design and deploy the CRM infrastructure for the new CRM platform

RiVi’s Contribution: Delivery Management, Program Management, Infrastructure design, architecture and validation, Business Analysis. The entire infrastructure consisted on 36+ servers including HP super domes, highly redundant, scalable and fault tolerant infrastructure.

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

Case Study 6

Industry Vertical: Manufacturing, Retail

Application Spectrum: Enterprise Resource Planning, Enterprise Portal Solutions

Problem: One of the worlds leading producers of visual & multimedia communications was implementing a brand new ERP system hat integrates into 5 US manufacturing and 3 European manufacturing plants.

RiVi’s Contribution: Program Management and technical assistance.

Benefits: Old applications that performed the functions of the ERP system were retired and the new ERP system was installed with minimum interruption and in convenience to the end users.