ison technologies overview presentation

15 September 2016

ISON Technologies Overview

Who We Are

2 copyright ©2016. All rights reserved. ISON Technologies

Leading IT services provider in

Middle East and Africa with strong

delivery presence in India

An ISO 27001:2013 & 9001:2008

certified organization

Marquee Client Base Across Industry Verticals


500+ employees Worldwide Clientele

Wide Service Portfolio


A leading IT service provider offering systems

integration, managed services and strategic

outsourcing in Middle East, Africa and India.

Our offerings & vertical focus

Consulting

Services

Systems

Integration

Application

Maintenance

Services

Data

Center

Cloud

Services

IT Infrastructure

Management

Services

Cyber Security

Solutions

Managed

Services

Business Analytics

& Information

Management

Customer

Experience

Management

We are ISO 27001:2013 and

9001:2008 certified organization

Oracle

Solutions

We Enable Blue Chip Partners To Deploy And Maintain Their Products and Solutions

5 copyrights ©2016. All rights reserved. ISON Technologies

Partners 27 countries in

Middle East | Africa| India

Platinum Partners Other Partnerships Direct Service Vendor

http://www.alepo.com/

Quick On-Boarding through Hub and Spoke Delivery Model


Regional Hubs Operational Centers

India Center for L2+ & L3

Support on All Areas

Global Hub

Bangladesh

Mauritius

Nepal

Tanzania Uganda Zambia Seychelles

Malawi Rwanda

Sierra Leone Ghana

Niger Congo B Gabon

Burkina Faso Chad Madagascar

GCC Countries

Burundi

Cameroon Congo B

Ethiopia Morocco Senegal

South Africa

Kenya (East

Anglophone)

Nigeria (West

Anglophone)

DRC (Francophone)

Dubai (Middle East)

Awards and Accolades

7

Recommendation & Awards

copyrights ©2016. All rights reserved. ISON Technologies

ISON Technologies (erstwhile

MIT) awarded Best Global

Employer Brand 2015 organized

by Employer Branding Institute

World class cup team

award from Standard

Chartered Kenya AVAYA

Project during 2015

Distinguished

Achievement in IT & ITeS

organized by ASSOCHAM

India during IAFS 2015

Top 100 organizations

awarded for NWSM Project

Airtel- Kenya under “Special

Projects category, 2015

ISON Group wins Champions of

Governance award organized

by the Institute of Certified

Public Secretaries of Kenya

during 2015

ISON Technologies receives

the AVAYA “Strategic Win of

the Year Award” at AVAYA

Partner Forum 2016

2015

2016

2014

GPTW Nigeria -Bright Spot Award for “Best

Practices” and “CSR” during 2016 for ISON Group

ISON Technologies recommended

in CRM Vendor Guide Outstanding IT team for NWSM Project

Project organized by Global Excellence

Awards

Best Customer Focus for AVAYA Project

organized by Global Excellence Awards

ISON Technologies (erstwhile MARA ISON

Technologies)awarded Africa Best

Employer Brand organized by Employer Branding

Institute

2013

Top 100

Organizations for AVAYA Project

“My Vodafone app” recommended in

“CSPs in emerging markets embrace CEM

as key service differentiation” 2013 Best Technology Vendor Supplier Award- Zimbabwe for

AVAYA project with Telecel Zimbabwe

Avaya contact center partner

of the year

http://www.employerbrandingawards.com/index.html

Case Studies


ISON PROVIDED AIRTEL WITH RESOURCES TO HANDLE REQUIRED REQUESTS AND TASKS WITHIN

DESIGNATED REQUIREMENTS FOR EFFICIENCY

9 copyrights ©2016. All rights reserved. ISON Technologies.

Source: ISON Group

• 12x5 daytime support

• 24x7 critical IT infrastructure

support

• 3 regions, 17 countries, 46

locations 7,000 end users

• End user device, network &

security, server & storage

systems, client apps

• Centralised helpdesk: English &

French

Operational overview

• High operational costs

• Multi-location and multi-

lingual support

• Low operational efficiency

• Varied workforce and

diversified technology

devices

Client challenges

• Deployed over 100 NWSM +

18 Help Desk Resources

across Africa on a Hub

based competency model

• Handling monthly ticket

volume of 10,000+

• SLA based delivery model

ISON Solution

• Standardized desktop

environment for varied and

diversified technology and

workforce support

• TAT: 90 % within 8 hours,

90% IMAC within 3

business days

• Reduced operational costs

and increased operational

efficiency

Impact

• Employee desk-side support (hardware & software)

• Enterprise application support (mail, print, active directory,

ERP, etc.)

• Enterprise network support (LAN, WAN, Wi-Fi, routers,

switches, firewalls etc.)

• Enterprise IT security

• IBM took care of all NWSM CAPEX and supported service

provider on OPEX model

• Deployed over 100 FTE's + 18 help desk resources across

Africa on a hub-based competency model

– East Anglophone hub: Kenya

– West Anglophone hub: Nigeria

– Francophone hub: DRC

• 3 Hubs: network L3, server L3, project mgmt, exchange

server SME

– 17 Spokes – L1/L2 network, server, helpdesk and

desk-side support

Partnering service provider Service

providers

Solution

contri-

bution

Solution composition

ISON TRANSFORMS CUSTOMER EXPERIENCE THROUGH DEPLOYMENT OF UNIFIED, CENTRALIZED AND

AUTOMATED CONTACT CENTER SOLUTION


Source: ISON Group

• Implementation of AVAYA’s

proactive outreach manager

(POM) and proactive IVR

systems.

• Implementation of AVAYA’s

contact center technology and

managed services throughout 16

call centers.

• Capacity build-up for 3,000 seats

in contact centers throughout

the region.

• Deployment of 10,000 IVR ports

for both incoming & outgoing

service calls.


• Unify and centralize customer

experience for subscribers in

various locations and ensure

consistent delivery of services

across 16 countries

• Empower call centre agent to

serve end-customers better

• Reduce operational costs in

managing legacy systems

• Enhance the reporting

capability of the systems to

generate reports as desired

• An automated service delivery

mechanism to reduce the

overall response time

• Centralize and manage service

level changes & issues on

24*7*365 basis

Client challenges

• ISON along with AVAYA

designed and offered

contact center technology

and managed services

solution to reduce costs &

increase the performance

of the legacy systems

residing in silos and

accelerate transformation

of the operator’s customer

service

ISON Solution

• Automated Contact Center

• Integrated IT and BPO

Solution

• Drives Continuous Process

and Performance

Improvement

• Empowered Agent

• Reduced Response Time

Impact

MY AIRTEL APP IS A SELF-CARE TECHNOLOGY SOLUTION DEVELOPED BY ISON GROUP RESULTING IN

REDUCED CALL CENTER COSTS, AND CAN BE REPLICATED ACROSS MULTIPLE MARKETS OF A TELCO


Source: ISON Group

2013 2013

Self care app, Airtel

• Business Objective

– Save huge costs being incurred

to call centers

– Better CEM and faster resolution

• Challenges

– Multi languages support

– Different back-end systems in

each country

• Outcome

– Different business rules and

integration protocols in each

country

– One single app across 10

countries

– One single dashboard (app

management) for HQ

– Individual dashboard for each

country

Traditional customer care – expensive & ineffective

Top 3 call centre questions

Service

+ Usage

Product

info

Others

40%

20%

10%

Smartphone 3X

Feature Phone 1X

CUSTOMER CARE –

CALL TIMES

The cost per call varies from region to region …

On average a telco receives about ~4m calls a month per 15m subs

As a result, the cost of customer

care can vary from $8.4m –

$48m

USA

$1.00

India

$0.18

MENA

$0.28 Sub-Saharan

Africa

$0.45

MASS RESELLERS SALES AUTOMATION (MRSA) PROJECT SIMPLIFIED AND SECURED ETISALAT'S

REGISTRATION OF MOBILE CONSUMERS


Source: ISON Group

Criteria Measurement Service Level %

Call answer time Monthly 90% of all calls in 30 secs of call

Call answered Monthly 99% of all calls will be answered

(dropped call will be called back)

Average handling time Monthly 90% of all calls with AHT 15 minutes

Response time (problem

identification and transfer to

appropriate team) Monthly

90 % of all tickets in 30 minutes from

call handling

Solution description Business objective

• To comply with regulations

for end-to-end automation for

electronic registration of

mobile consumers

• Prevent data forgery through

electronic capture of

customer details

• Ensure cost reduction and

efficiencies through

automation process

• Support system based on a

centralized technical

helpdesk giving complete

visibility of operations

4m+ activations until February 2016

• Rugged custom-built tablet with integrated

camera, biometric reader, smart card reader and

passport reader

• Mobile app to capture customer details and

integrate with IT systems

• Mobile device management solution to provide

enhanced security

• Field agents for providing support for the devices

• Service desk to manage all client issues

Device

Remote

server &

device L3

support

Remote

application

L3 support Device

replacement/

troubleshooting

Field level

maintenance

SMB / third

party

Business

centres POS

L2 onsite

support

Centralised

Helpdesk

Server, app

and device

Secure access to

servers at DC

Email, hotline, Web URL

ISON IMPLEMENTED ORACLE EBS FOR ENOC


• Referred to as “Tajdeed”

Project meaning “Revival”

aimed at significantly altering

the IT landscape within its 39

active subsidiaries which were

dealing in fuel supply &

marketing , lubricants blending

& marketing, bunkering,

chemicals, trading, refining,

storage , terminal operations,

network retail filling stations,

fuel distribution, petroleum

refinery and other non-fuel

retail businesses.


• Remove Legacy

Customization from Oracle

EBS with Oracle 12 by

leveraging standard

functionality and new

modules in the release

Client challenges

• Successfully re-

implemented the following

Oracle EBS modules in

Release 12.1.3 including

Oracle Financials, Oracle

SCM, Oracle HRMS, Oracle

EAM, Oracle Projects,

Oracle Manufacturing ,

Oracle Property Manager

ISON Solution

• Asset Intensive handling

more than 25,000 Assets

• Future Proof Integrated

ERP Solution with vertical

extensions for the O&G

Industry

• Data capture

standardization

• Cost capture, allocations

and profitability analysis by

various parameters such as

customer, product, activity

etc. to support and

enhance decision making

• Restructuring of inventory

and assets across business

units

• Automation of

intercompany transactions

• Automation of HR

Processes

Impact

ISON (erstwhile GTS ) provides 24X7 SLA based Application support services to ENOC including Oracle Application, Technology &

related infrastructure since 2000

ISON technologies owns majority of GTS

ISON IMPLEMENTED ORACLE SOLUTION FOR THE GENERAL PENSION AND SOCIAL SECURITY AUTHORITY

(GPSSA), UAE


• An integrated solution that best

suit GPSSA’s Contribution,

Pension / Benefits

Administration, Fund

Management and Back Office

functions based on industry best

practices and helps enhances its

customer service capabilities.


• Integrated packaged

solution which has built-in

features to cater to

processes in the areas of

Contributions, Pension and

Benefits, Finance, Treasury

and Fund Management,

Customer Service and HR &

Internal Payroll.

Client challenges

• Deployed of Oracle

Financial Management , C-

Matics, Oracle Supply Chain

Management during the

first phase.

• Second phase witnessed

implementation of Oracle

HRMS and Universal

Content Management

ISON Solution

• Key integration delivered :

C-Matics – Treasury

module with Oracle

Finance

• Multiple process

automations such as

Oracle CRM Citizen

services, Pension &

Contribution, back office

operations like Finance,

procurement & HR

Impact

ISON (erstwhile GTS ) implemented the modules to the federal entity

over 1.5 years successfully .

ISON technologies owns majority of GTS

ison technologies overview presentation

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