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