Línguas
Páginas
Legal
Portugal Telecom Transforms Customer Service with BPM
SPEAKERS
Vasileios Kospanos
Marketing Manager
@ PNMsoft
Gonçalo Mendes
Head of Excellence Unit
@ Portugal Telecom
James Luxford
CTO
@ PNMsoft
Este documento é propriedade intelectual da PT Portugal e fica proibida a sua utilização ou propagação sem expressa autorização escrita
SHOP Box
30.06.2015
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
WHO AM I?
Excellence Unit for PT’s retail activities
Non-technical background
GOAL – CONVERT PROBLEMS INTO SMILES
On this presentation we will discuss
one of the projects that will help PT
to achieve this goal
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
WHO IS PORTUGAL TELECOM / MEO ?
Fixed lines
Internet Access
Mobile solutionsConvergent Telco
HOW THE MERGE HAPPENED IN THE STORES?
Information
Systems
Processes
Information
Systems
Processes
Information
Systems
Processes
The easiest way: adding
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
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
WHAT IS SHOP BOX?
Concept: Framework to help the shop staff members to attend MEO’s
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
EXAMPLES
Customer Information
Voice of the client
Legacy System on the right screen and with customer context
Instruction to the staff member
EXAMPLES
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.
HOW IT WAS TECHNICALLY IMPLEMENTED
SH
OP
Bo
xP
T L
eg
acy
Syste
ms
…
…
ESB
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
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
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
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
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
Rate
of
unsu
csefu
llw
ork
flo
ws
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.)
Executado por:
Gonçalo [email protected]
Este documento é propriedade intelectual da PT Portugal e fica proibida a sua utilização ou propagação sem expressa autorização escrita
WHO WE ARE
PNMsoft Sequence™, the leading iBPMS
for optimizing HotProcesses’ Cost of
Transaction
EV
OLU
TIO
NA
RY
BP
M
METH
OD
OLO
GY
SMALL STEPS,
BIG CHANGE
SOME OF OUR CUSTOMERS
SEQUENCE DEMO
QUESTIONS & ANSWERS
Top Related