levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009

2Copyright © 2007, Levementum LLC

Agenda

• About Bright House Networks• The Bright House Challenge…why ECIS?• Why SugarCRM?• ECIS - Modules• ECIS – Costs• ECIS – Support• About BHN’s partner, Levementum

Bright House Networks

• Privately held – Advanced/Newhouse Communications

• Bright House Networks employs over 6,000 personnel in Florida

• Servicing over 3 million households in Central Florida– 1.9 Million Video customers– 900,000 High speed data customers– 230,000 Digital Voice customers

• Bright House Networks owns and operates two Central Florida news channels – Central Florida News 13 – Orlando, Florida– Bay News 9 – Tampa, Florida

3Copyright © 2007, Levementum LLC.

Key Commercial Offerings

• Commercial Business Solutions- “High Capacity” services utilize Bright House’s Network high availability fiber plant.

– Dedicated Access• Dedicated Internet Access• Tele-worker Solutions

– Metro Ethernet Private Line Networking• Point to Point • Point to Multi-Point • Bundled with Dedicated Access



The Bright House Challenge

Account ManagementContact ManagementLocation ManagementService & Equipment

Cost ManagementiCOMS integration

Cases Remedy IntegrationWorkflow

Service OrdersRelated ServicesROI and IRR Targets

CustomersLeadsOpportunities

ROEConstructionFibreWorkflowConstruction Notifications

Bright House’s Growth!• Organic growth of the customer base through existing service offerings• Rapid growth (and change) through delivery of new servicesGrowth creates the fundamental problem….the “Scaling Challenge”• How do we integrate processes to eliminate the inefficiencies of “over-the-wall” communication• How do we establish a common and consistent definition of the customer, and that customer’s interactions with Bright

House• As the customer base grows and services expand, how do we consolidate the various systems that serve BHN departments

in inconsistent ways?

Sales ContractsConstruct-

ionService Delivery

Billing Support


Customer

Phone

Fax

Mail

Attachment

E-Mail

Billing

Construction

CustomerSupport

BHN Corporate

BHN Regional

Phone

Mail

Fax

Attachment

Phone

Mail

Fax

E-Mail

Attachment

E-Mail

Phone

E-Mail

Mail

Fax

Attachment

Phone

Mail

Fax

E-Mail

Attachment

EMS/CEM

Customer Location

The Bright House Challenge….The Goals

• Improve Visibility into Demand• Improve Visibility into the Sales Process• Eliminate ambiguities with Contracts and SLAs• Monitor and measure ROI and IRR• Manage complexities of Construction process

• Provide a consistent customer/location definition!• Integrate with Remedy and Custom Care Applications• Integrate with ICOMS and Billing Applications

The Solution? ECIS!

• Conclusions– An enterprise class CRM

needed as the core of the “Enterprise Customer Information System”

– Solution must scale at low cost

– Solution must allow for deep customizations to fit unique BHN needs

– Solution must deliver low Total Cost of Ownership

– Prescriptive Training & Adoption Programs are critical

– An ongoing support plan to minimize impacts on IT

• Actions– Evaluate multiple platforms– Establish the “Control of Our

Destiny” as the primary requirement

• Control of cost• Control of deployment options• Control of customization plan• Control of integration

– Find a partner with extensive experience implementing CRM “as a platform for process integration and improvement”

– Align key organizations within BHN

– Align Bright House University


Why is SugarCRM right for Bright House?

• Excellent match of standard modules to needs

• Open source application framework enables creation of detailed custom modules for Bright House Networks specific needs

• Easy to embed critical business processes using Sugar Workflow

• Web Services framework (SugarSOAP) that enables integration with 3rd party applications (Remedy, iCOMS)

• Fast customizations through Sugar Module Builder

• High user adoption due to flexible AJAX User Interface (utilizes the Yahoo User Interface Library)

• Lowest Total Cost of Ownership– 65% lower cost than Salesforce.com– 75% lower cost than NetSuite– >65% lower cost than Siebel

• Subscription versus Perpetual Licensing (dramatically lower initial outlay)

• Excellent scalability at low cost (utilizes MySQL, SQLServer or Oracle as a back end)

• Open Source standards minimize IT costs, as system is deployable on most hardware and OS, including Windows or Linux.

• Deployment flexibility (On-Demand/Hosted or On-Premise/Local)…can be different for various BHN regions


Strategic Reasons for adoption of SugarCRM

• Control of Your Own destiny– Bright House is a “CAN DO!” company!

• Ease of Customization– Change is a constant in MSO/Telco!

• Safety of Customization– Desire to add features while keeping TCO low!

• Scalable Architecture– MVA plus mySQL/SQLServer/Oracle

• No SAAS Lock-In– We want to choose…SAAS, On-Premise, or a

Blend!


ECIS SugarCRM Modules


• 5.1 •Quoting• Customer Newsletters• Marketing Campaigns• Advanced Project Management• Case Knowledgebase• Microsoft Outlook Integration• Microsoft Word Integration

• Leads • Opportunities• Accounts• Contacts• Cases & Support• Activities & Tasks• Document Management• Workflow, Alerts & Notifications

• Account Locations (multi-location customers• Service Orders• Contracts• Construction• Customized Reporting• Remedy Integration• Initial iCOMS synch•Voice/ IP Trunking Module

Standard Modules

CustomModules

Standard Modules

•Invoicing • iCOMS Integration• Additional enhancements…

Custom Modules

ECIS Modules: Accounts and Locations

• Account module provides complete visibility of customer its locations, contacts, relevant contracts and services, etc!


ECIS Modules: Service Orders, Equipment & Services

• Manage details on all Contracts and Service Orders, and manage associated equipment and services delivered


ECIS Modules: Construction

• Manage the complex construction process from ROE to Service Start. Deliver alerts and notifications throughout the process to reduce cycle times


ECIS Modules: Workflow

• Workflow is used to automate process and deliver notifications at critical times. The following are Automatic Billing & Construction Complete Notifications


ECIS Costs & Configuration

• Licenses for Bright House Orlando & Tampa– License Count: 100-200 User License

• Software Configuration– LAMP– Apache– MySQL 5.0– Red Hat Enterprise

• Hardware Configuration– HP-DL380– Dual Processor, 4GB RAM– Mirrored 36GB


ECIS Support

• ECIS Support currently provided remotely by Levementum

• Support Service (Monthly)– Weekly Backups with Restoration Plan– Free Upgrades to latest SugarCRM patches

• Development Service (Quarterly)– Quarterly bank of hours for custom development, training,

custom reports, and support (All Tiers)


Keys to ECIS Project Success

• Disappoint the Customer a Little Every Day– Identified the key agents of change (and agents of pain), and set

expectations constantly. How? By ratcheting the expectations down slowly. Don’t overpromise.

• Talk, Communicate..and talk some more– Communicate as often as possible. Leveraged internal artifacts

(newsletters). This was not a skunk-works project.

• Prescriptive Training– Using SugarCRM’s materials as a baseline, we customized the training

to fit the process. Deliver training & classes in a prescriptive and focused way (and do as much as possible face-to-face)

• Continuous Knowledge Delivery– Developed an in house training program with Bright House University to

deliver training on an ongoing basis


About Levementum

• Founded 2004– Added SugarCRM service line 2005 (v3.5.1)– Added Model N service line 2006

• Mission: – Help companies drive “world class” Operations, Revenue & Margin

results by breaking down business complexity and deploying Open Source Information Technology and Process Solutions

• Company Information– Offices:

• Chandler, Arizona• Sydney Australia• Jersey City, New Jersey• Atlanta, Georgia• Portland, Oregon


About Levementum

• Bringing Open Source to the Enterprise• Two Primary Service Lines

– SugarCRM (Open Source CRM)• Officially a “Gold Partner” of SugarCRM since 2005• Services:

– Consulting – Training– Hosting– Development, Integration and Intelligence

– Compiere (Open Source ERP)• Officially a “Compiere System Integration Partner”• Services

– Consulting – Training– Development, Integration and Intelligence


Questions

Contact Us

Geoffrey E. MobissonDirector of Technical Services

Levementum88 S San Marcos DriveChandler, AZ 85225

(480) 234-3993

[email protected]


levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009

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bright house challengewhy

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customer base

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