business agility for b2b customer...
TRANSCRIPT
Business Agility
for B2B Customer
Experience
17th March 2015
www.in10stech.com
How data drives customer centricity? 2
Unburdening big data complexities
Identify relationships
Collect accurate customer data
Create a unified platform
Ensure data integrity
Create 360o view of customer
CLEANSE
CORRELATE
COLLABORATE
CREATE
COLLECT
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Source: Infosys labs briefings
Case study 5
?
Sophisticated B2B customers
Greater control
Consistent omni-
channel experience
Targeted communication and
preferred treatment
Greater transparency
Proactivity
Single view across
lines of business
Easy change
management
Expectations and how you can meet them?
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Sub-systems
Stakeholders
B2B
customers
A/c Managers and
Collection agents
CRM
Resellers
Management
Current IT Infrastructure
Complex web
of processes
Legacy systems
CRM
ERP
Before and after scenario 7
Organizational challenges
Integrating data from
different legacy systems
for 360 degree view
Cross company
consistency and
transparency
All business functions
must meet customers’
needs proactively
ERP
Sub-systems
Legacy systems
CRM
B2B
customers
A/c Managers and
Collection agents
CRM
Resellers
Management
Radical process simplification
Agile
customer
experience
platform
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Use case 1: B2B customer engagement
• Suggest best plans • Adheres to SLAs • Control revenue leakage
Faster and accurate service
Streamlined collections and lesser disputes
Service level agreement and Key performance indicator
reports
Telecom service
provider management Payments CRM Account manager
Single source of information enabling 360 degree view Alerts, notifications & reports
Role based access
• Creates roles according to geographies, departments
• Views consolidated bills • Analyzes spend
patterns
• Greater visibility & control- Personalized dashboard
• Timely payments • Purchase order
management
B2B Customers
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Enterprise hierarchies in billing
systems do not correlate with the
actual enterprise
Feeds from multiple systems were
processed and unique IDs were
created to establish identity of
enterprise customers
Consistent omni-channel presentment
of enterprise hierarchies
Complete automation of conglomerate
bill generation and distribution
Easy change management
Use case 2: Hierarchy management
CHALLENGES
SOLUTION
BENEFITS
TESCO PLC
TESCO HOLDINGS LTD
STEWARTS SUPER
MARKETS LTD
TESCO STORES LTD
TESCO FUEL LTD
TESCO.COM LIMITED
TESCO INTERNATIONAL SOURCING LTD
B2B customers can
organize their
telecom expenses in
tune with
organizational
hierarchies
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Use case 3: Automated conglomeration
Manual conglomeration of bills w.r.t
enterprise hierarchies
Conglomerate bill module which
helps in
• Creation of accounts
• Management of bill cycles
• Deletion of accounts
Automated generation of
conglomerate bills
CHALLENGES
SOLUTION
BENEFITS
TESCO PLC
TESCO HOLDINGS LTD
STEWARTS SUPER
MARKETS LTD
TESCO STORES LTD
TESCO FUEL LTD
TESCO.COM LIMITED
TESCO INTERNATIONAL SOURCING LTD
Data Managed
Services
Voice
Automated
generation of
conglomerate bills
across lines of
business
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Use case 4: Automated purchase order management
Manual tracking of purchase orders
results in
• Delayed payments
• Revenue leakages
• High cost per invoice
Automated purchase order
management with alerts for
stakeholders
Upliftment and extension of
purchase order
Faster revenue realization
Reduced disputes
Helps control revenue leakage
CHALLENGES
SOLUTION
BENEFITS Order summary
and validity
check
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Use case 5: B2B customer experience
Multiple logins to view and analyze
spend
No alerts and notifications
Limited reports and inflexibility to
generate reports on demand
Single portal with self service
abilities for
• Reports and alerts
• Consolidated and split bills
• Analytics to comprehend spend
Greater control and visibility of
telecom spend
CHALLENGES
SOLUTION
BENEFITS
Bill view
Multiple
logins and
inflexibility
of
generating
custom
reports B2B
Customer
Analytics
Trouble ticketing
B2B
Customer
Single portal
Before
After
Unified
portal for
B2B
customer
experience
International
call data
Use case 5: Enterprise customer reports
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Trend
reports
Charge
summary
by account/line
Call details
Frequently
called numbers
Call type
comparison
Ad hoc
reports
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Benefits
Estimated savings of
4 million Euros
Transformation achieved within
the shortest period - 6 months
Streamlined operations
Contained revenue leakage Decommissioned 9
applications
Reduced disputes, thus enabled account
managers to focus on new business Enabled Reporting & analytics
to enterprise
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Presented by Jayant Dwarkanath,
CEO, Intense Technologies.
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Thank you