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| BT Design |
| (The IT division of BT Group) |
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| Headquarters: |
Bletchley, Buckinghamshire |
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| Website: |
www.BT.co.uk, www.bt.com |
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| Employees: |
3,500 |
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| Revenue: |
US$1,440m per year (900m per annum) |
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| Customers: |
140,000 users in BT Group serving over 21 million corporate and residential customers and more than 28 million exchange lines in the UK | |
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| Challenges |
- In an increasingly competitive market, grow customer lifetime value by selling more products into existing accounts.
- Customer contact channels weren't integrated, and information on customers and product lines were kept in silos, creating disjointed interactions with customers and independent representatives.
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| Solution |
- Implemented Amdocs CRM to improve customer service, streamline processes, and reduce costs
- Chose Amdocs CRM because it can be quickly and seamlessly integrated with multiple legacy systems
- Worked with Amdocs to jointly develop CRM Process Manager to automate the critical support processes performed in CRM
- Deployed a four-phased implementation schedule to enable the company to continue delivering uninterrupted, High-quality service
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| Results/Benefits |
- Saved more than US$4.8 million in the first year of operation, with an expected annual ROI of $2.4 million
- Reduced IT support staff from 13 to only four people, saving a further $830,000
- Drastically improved workforce efficiency and reduced staffing by 20 percent, a savings of $640,000 a year
- Automated desktop ordering, provisioning and purchasing processes, enabled by CRM Process Manager, resulted in reduced errors and provided important metric used to project future requirements and identify purchasing trends
- Improved service delivery by reducing the time it takes to resolve queries, enabling users to carry out their own simple support tasks, and automating many support functions.
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| Technical Statistics |
- Amdocs CRM modules:
Support, Process Manager, Call Center
- Number of users: Over 5,000
- Types of user: Service desk and case support agents in BT Design staff, other BT Group staff, and the 3rd party subcontractors who supplement BT Design service staff
- Hardware: 5,000+ desktop/laptop PCs, Sun
- Servers: IBM mainframes, O/S Windows (various), Sun Solaris
- Interaction volume: 2.6 million first-line interactions which generate 1.5 million more technical support cases per year Integrations BEA Web Logic Server, SOAP XMAL and WSDL, BEA messaging middleware
- Database: Oracle 8, IBM, IDMS
- Systems integrator: BT Design with Amdocs CRM's systems integration professionals managing consultancy resources into the project
| | | | | After 15 years, the support application used by BT Group's internal IT division, BT Design, was outdated. It could no longer support the needs of BT Group's 140,000 staff in the UK and worldwide. The cost of constantly adjusting and modifying it was increasing, and there were pressures to deliver more business efficiencies.
So, BT Design launched a project to transfer all its support management to Amdocs CRM within two years. BT Design had anticipated benefits such as more efficient and effective support management with process automation. But what it did not expect was the extent or speed of return on investment. In the first year, BT Design has recovered over 30 percent of its costs, and the company expects to save an additional US$2.4 million (1.5 million) every year. BT Design estimates Amdocs CRM will pay for itself in less than four years.
"In the first year of operation, Amdocs CRM has saved the organization more 30 percent of costs and is expected to save 100 percent of total project investment in just four years."
Rob Parker
Program Manager
BT Design
BT Design is ranked as one of the top five IT services organizations in the world, supporting 140,000 staff at BT Group, one of Europe's leading providers of telecommunications services. BT Design manages almost one million desktop items - such as PCs, printers and software products - and supports approximately 4,000 software applications. It is a corporate-sized organization in its own right with 3,500 staff and annual revenues of US$1,440 million (900 million). BT Design's business comprises activities such as application development and support, hardware and software support, security and access management, and change management. It is one of the largest IT support organizations in the UK, receiving 2.6 million first-line support requests, which result in 1.5 million more complex support cases every year.
Despite being an internal department, BT Design faces business pressures like any commercial organization - more complex and varied customer requests, the need to be more efficient and faster at solving problems, and the need to cut costs. The company's 15-year old internally developed service desk, which consisted of applications for service, change management, etc., was aging and expensive and lacked flexibility. In addition, the skills required to support it were hard to find, and it could no longer respond to changing customer needs.
BT Design needed a new customer service application to run its core business. Also, the application had to be implemented without disrupting service. The investment in the project was around US$12.8 (8 million) and it was high on the agenda of BT Design's CEO, Chris Price.
The benefit of Process Manager is its ability to automate complex, high-volume processes, making them faster and easier to manage, reducing errors, and requiring fewer people to fulfill.
Rob Parker
Program Manager
BT Design
Amdocs CRM Provides Usability and Adaptability
BT Design issued a project tender and carried out comprehensive reviews of the leading CRM packages, and one product stood apart from the rest Amdocs CRM. This was chosen because its high level of functionality and value for money made Amdocs CRM the best solution. Another important aspect about Amdocs CRM is the data model, which BT Design describes as flexible and very comprehensive.
The usability and adaptability of Amdocs CRM are key because they allow much simpler application customization, said Rob Parker, Program Manager for BT Design Amdocs CRM implementation. For example, with Amdocs CRM, BT Design can generate reports, write interfaces, and add and modify data quickly to closely align with their business needs.
BT Design is one of the largest IT support organizations in the world and we're dealing with millions of support requests every year, so the system we use to support our operations has to be flexible and reliable it has to be a
world class solution. That is why we chose Amdocs CRM, continued Parker.
In the first deployment phase, BT Design implemented the Amdocs CRM Call Center module. BT Design has 200 agents in three call centers. With the previous system, much of the agents' work was manual. For example, password re-sets involved a phone call or email to an agent who would create a new password and then advise the user. Amdocs CRM now automates this function.
In the second and third phases of the project, the Amdocs CRM Support module was deployed to help more than 1,000 agents deal with second-line, or more technical, support inquiries.
As an implementation and as a business solution, the Amdocs CRM project has been a great success.
The out-of-box capabilities of Amdocs CRM also provided key functionality that enabled BT Design to ensure its agents are accessing approved product catalogues and price lists, and only ordering from approved vendors. With almost 30,000 complex cases generated each week, processes like matching a query with the relevant knowledge were overwhelming, said Parker. Amdocs CRM has made the tasks much simpler and faster.
The fourth phase dealt with order management and involved deploying the Amdocs CRM Support module, as well as working with Amdocs CRM to jointly develop the Process Manager module. Process Manager provides a unified system for defining, managing and automating processes for all levels of complexity, including order management, service assurance, change management, problem escalation and field services. For example, BT Design uses Process Manager to provide account, email and system access to new BT employees, as well as improve and streamline product ordering.
Spectacular Results
Amdocs CRM has delivered spectacular results to BT Design. We chose Amdocs CRM because it was the best solution available and was expected to deliver productivity and performance improvement benefits, said Parker. What we didn't anticipate was the scale and business impact of the savings. In the first year of operation, Amdocs CRM has saved the organization more 30 percent of costs and is expected to save 100 percent of total project investment in just four years.
To qualify these results, BT Design has audited the savings. For example, BT Design receives around 30,000 password re-set requests each year, which used to be resolved manually. Using Amdocs CRM to automate this process has reduced time and resources by ten percent, which equates to US$96,000 (60,000) a year.
The previous support application required 13 support staff, whereas Amdocs CRM needs only four people. BT Design was able to reduce staff and resources and re-allocate them to supporting business-facing applications, saving a further US$830,000 (520,000).
By the end of last year, BT Design was handling approximately 1.5 million cases a year up from
500,000 just three years ago. Amdocs CRM has enabled BT Design to reduce handling time for each case by as much as five minutes. BT Design calculates it will save US$960,000 (600,000) if handling time is reduced by two minutes. But if that is reduced by five minutes per case, the cost savings leap to US$2.4 million (1.5 million) every year.
Amdocs CRM automatically filters each of our 1.5 million cases a year, delivering the single biggest cost saving and the potential for even greater savings, said Parker.
The deployment of the Amdocs CRM Process Manager module has improved order handling for both system access (passwords, emails, etc.) and desktop items like PCs, printers and software packages. Said Parker, The benefit of Process Manager is its ability to automate complex, high-volume processes, making them faster and easier to manage, reducing errors, and requiring less people to fulfil.
"Amdocs CRM automatically filters each of our 1.5 million cases a year, delivering the single biggest cost saving and the potential for even greater savings."
BT Design handles between 2,000 and 5,000 access requests and 1,000 desktop orders every week. The latter has a value of $161 million (100 million) a year, so automating this process needed to be fast as well as accurate. With Process Manager, BT Design has been able to streamline the process and improve workforce efficiency to such an extent that it now requires 15 fewer people to manage without reducing performance or efficiency.
In addition, Process Manager has also reduced errors in access and desktop item provisioning. Because Process Manager automates processes from start to finish and funnels all related activity through a single interface, it has helped BT Design rationalize ordering and purchasing processes, continued Parker. This also provides information needed to determine purchasing trends and estimate future needs which facilitates more bulk and discount buying.
BT Design estimates that by replacing its existing CRM system and improving integration with other legacy systems, Amdocs CRM has saved an additional US$1.6 million (1 million).
Amdocs CRM is Critical
Amdocs CRM is critical to our core business function because it supports the applications that run BT Group's business. BT Design provides a 24/7 service to BT Group worldwide and if our ability to support those applications fails, then it's a major problem. That's why Amdocs CRM sits at the heart of our operation and why it is essential to our business, says Parker.
"It's not just in cost saving that BT Design is reaping the benefits of Amdocs CRM," said Parker. "Other improvements include productivity, manageability, and ease of use." For instance, Amdocs CRM has reduced the number of calls to service desks by automating many manual tasks.
One very important factor and a key selection criterion - about Amdocs CRM is integration with other applications. Integration with human resource or middleware applications has been much simpler. Amdocs CRM has also been integrated with other BT trouble-ticketing systems, improving efficiency and accuracy because, previously, these had to be re-keyed manually.
From a management point of view, Amdocs CRM has had a significant impact on decision-making. Data from Amdocs CRM now reaches the management data warehouse system in just 10 minutes, so that reports are far more accurate, up-to-date, and available quickly.
"As an implementation and as a business solution, the Amdocs CRM project has been a great success," concluded Parker. "With a core team of just 30 people, BT Design has created a first-class application, which has enabled the organization to deliver a service that is faster more efficient, and maximizes resources to the fullest."
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