Case Studies

Streamlined Order Capture Process for 20,000 Happier Users

THE CHALLENGE


This large European Telco was experiencing poor performance and scalability in its 20,000-seat call center, primarily due to its overly complex Order Management logic. The company's time-to-market for new products and promotion bundles was too slow.

We worked with them to provide a scalable, high-performance application to address these problems and to bring the company up to align with industry standards.

OUR SOLUTION


We approached the solution by first defining clear business use cases and test scenarios. We then re-architected a solution incorporating best practices that will take them beyond the industry standard.

The solution specifically involved creating declarative solutions to replace scripted approaches as well as identifying areas to improve performance and scalability. We optimized the company's environment set up variables and SQL queries and streamlined functionality to improve performance.

THE RESULTS


We delivered Pricing and Order Capture functionality that incorporates best practices and brings them up to industry standards. We also reduced support costs for them by reducing the amount of customization and scripting. The performance and responsiveness of the application enhanced user adoption and user satisfaction.

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SERVICE USED IN PROJECT

CRM Implementation

PROJECT OVERVIEW

  • QUOTE

    “With 20,000 call agents every second costs. With this solution we’ve made significant cost savings and seen revenue increase.”

  • CUSTOMER PROFILE

    A large European company providing telecommunications and IT services throughout the world.

  • CHALLENGE

    Streamlining order capture for 20,000 call center agents.

  • SOLUTION

    Improved architecture and design of product models and pricing within Siebel.

  • RESULTS

    Fewer clicks, faster performance – lower cost of capturing orders.