Portugal Telecom Transforms Customer Service With BPM

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    11-Aug-2015
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Transcript of Portugal Telecom Transforms Customer Service With BPM

  1. 1. Portugal Telecom Transforms Customer Service with BPM
  2. 2. SPEAKERS Vasileios Kospanos Marketing Manager @ PNMsoft Gonalo Mendes Head of Excellence Unit @ Portugal Telecom James Luxford CTO @ PNMsoft
  3. 3. Este documento propriedade intelectual da PT Portugal e fica proibida a sua utilizao ou propagao sem expressa autorizao escrita SHOP Box 30.06.2015
  4. 4. AGENDA Goal Converting problems into smiles What is SHOP Box Concept and examples A Brief History What have we achieved First results What is still ahead What are the major pain points
  5. 5. WHO AM I? Excellence Unit for PTs retail activities Non-technical background
  6. 6. GOAL CONVERT PROBLEMS INTO SMILES On this presentation we will discuss one of the projects that will help PT to achieve this goal
  7. 7. Goal Converting problems into smiles What is SHOP Box Concept and examples A Brief History What have we achieved First results What is still ahead What are the major pain points AGENDA
  8. 8. WHO IS PORTUGAL TELECOM / MEO ? Fixed lines Internet Access Mobile solutions Convergent Telco
  9. 9. HOW THE MERGE HAPPENED IN THE STORES? Information Systems Processes Information Systems Processes Information Systems Processes The easiest way: adding
  10. 10. AND WHAT WAS THE RESULT? More than 30 different applications More than 400 different processes Since the merge there are several efforts in MEO to simplify and converge our internal processes and our information systems However, on the point of sale we needed a specific tool to help the staff members. We created SHOP Box
  11. 11. AGENDA Goal Converting problems into smiles What is SHOP Box Concept and examples A Brief History What have we achieved First results What is still ahead What are the major pain points
  12. 12. WHAT IS SHOP BOX? Concept: Framework to help the shop staff members to attend MEOs customer How: Through a BPM engine that interacts with legacy systems and that decide what to do on each step Web Services Automate manual & repetitive tasks in the front-end Framework with business and client data
  13. 13. EXAMPLES Customer Information Voice of the client
  14. 14. Legacy System on the right screen and with customer context Instruction to the staff member EXAMPLES
  15. 15. WHY PNMSOFT? Compatibility with Portugal Telecom architecture (based on SharePoint) Compatibility with CCA from Microsoft Usability of the BPM engine for a non-technical user Ability to see and measure what each person do on each step.
  16. 16. HOW IT WAS TECHNICALLY IMPLEMENTED SHOPBoxPTLegacy Systems ESB
  17. 17. HOW WE IMPLEMENT WORKFLOWS Technical team develop artifacts. Each artifact does a unitary action on a legacy system Non-technical team develops workflows. Each workflow uses the artifacts delivered by the technical team. Each workflow represents a different business case
  18. 18. AGENDA Goal Converting problems into smiles What is SHOP Box Concept and examples A Brief History What have we achieved First results What is still ahead What are the major pain points
  19. 19. NUMBER OF CUSTOMERS LOOKED AFTER THROUGH SHOP BOX 5,022 4,716 11,224 14,145 19,892 28,528 Jan Feb Mar Apr May Jun
  20. 20. RESULT: REDUCTION OF THE AVERAGE TIME LOOKING AFTER CUSTOMERS Note: This analysis was made considering the shops that have SHOP Box and comparing the customers that were looked after with SHOP Box versus the customers that were looked after without SHOP Box Before After 1:30
  21. 21. HOWEVER THERE IS STILL A LONG WAY TO GO 1) The workflows will be further optimized to reduce the time to look after customers 2) They will be also further optimized to enlarge the front office resolution 3) SHOP Box is so far on 20 of our 260 MEO Shops 4) We continually optimizing the solution to improve performance 10% 11% 14% 15% 12% 11% Jan Feb Mar Apr May Jun Rateofunsucsefullworkflows
  22. 22. PLANS FOR THE FUTURE Continuously optimizing & reduce the amount of errors Expand SHOP Box to all shops until the end of 2015 Implement this concept on other areas in PT (call center, back-offices, etc.)
  23. 23. Executado por: Gonalo Mendes [email protected] Este documento propriedade intelectual da PT Portugal e fica proibida a sua utilizao ou propagao sem expressa autorizao escrita
  24. 24. WHO WE ARE PNMsoft Sequence, the leading iBPMS for optimizing HotProcesses Cost of Transaction
  25. 25. EVOLUTIONARYBPM METHODOLOGY SMALL STEPS, BIG CHANGE
  26. 26. SOME OF OUR CUSTOMERS
  27. 27. SEQUENCE DEMO
  28. 28. QUESTIONS & ANSWERS
  29. 29. SCHEDULE YOUR BPM WORKSHOP! CONTACT [email protected]!