GROUP 1Arora Shweta | Betbeze Paul- Hadrien | Dong Naichang | Papoutsi Chrysanthi | Zeb Shafiqa

GROUP 1Arora Shweta | Betbeze Paul- Hadrien | Dong Naichang | Papoutsi Chrysanthi | Zeb Shafiqa

THE ALUXTEL CASE STUDY

RICH PICTURE

3Group 1

ROOT DEFINITION

A senior staff owned system (CRM) to respond to growing A senior staff owned system (CRM) to respond to growing subscription rates and collect customer data by means of subscription rates and collect customer data by means of a set-top box and phone calls, in order to improve a set-top box and phone calls, in order to improve efficiency and increase profit.efficiency and increase profit.

A senior staff owned system (CRM) to respond to growing A senior staff owned system (CRM) to respond to growing subscription rates and collect customer data by means of subscription rates and collect customer data by means of a set-top box and phone calls, in order to improve a set-top box and phone calls, in order to improve efficiency and increase profit.efficiency and increase profit.

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C Customers, Aluxtel

A Customer, Sales Staff

T Old means of communication New means of communication

W The belief that the new system will improve efficiency and profit per customer

O Senior Staff

E Budgets, privacy legislations

USE CASE – CUSTOMER PERSPECTIVE

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• Browsing products

• Access to special offers

• Order via set-top box and pay with credit card

• Update details

USE CASE – SALES OPERATOR PERSPECTIVE

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• Identify customer / Create new account → Single access

• Integrated product information

• Delivery and installation option

• Customer profiling

FEASIBILITY STUDY - 1/2

• TECHNICAL:– Cut-over plan shows how to get one clean database– Set-top box allows to display any information on TV– Remote allows full and simple interaction

• LEGAL:– Establish new policies for data privacy– Secure data by encryption methods

• ORGANIZATIONAL:– No real change to the organizational structure– Issue: decision process involves Sales and Mkting

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FEASIBILITY STUDY -2/2

• SOCIAL:– Project fosters renewed communication– Increases efficiency of various deptt fast approval– New CRM will show latest products to every BU– Set-top box reduces calls No lagging BU

• ECONOMIC:– Creation of clean database better customer targeting– No extra cost: customers already own a set-top box– Will increase call-centre efficiency– Competitive advantage for cross and up-selling packages– Better customer service

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CUT OVER PLAN

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ID Task Name Duration*Apr 2008Jan 2008 Mar 2008Dec 2007 Feb 2008 May 2008

4/271/6 4/131/20 2/17 3/16 5/114/2012/9 3/2 3/9 3/3012/2 2/3 5/181/2712/23 4/6 5/412/30 2/2412/16 1/13

1 14hCopy DBs to Temp DB

2 11.1hCorrecting inconsistencies

3 11.1hCorrect split fields

4 10dPrepare system and create new rules

2dPrepare and dispatch emails and TV notices

6 60dWait for customer replies

12 7dStaff training for new CRM

9

11

7dRecruitment process

20dIn house manual correction of data

2dData migration

3/232/10 5/25

7 1dSend reminder emails

8 30dWait for customer replies

14 127dRegular updating of new signups from old DBs to New temp DB

5

13 25dContingencies

10 2dTraining new staff

15

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

* All days are working days

MOCK UP

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