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Frontier Communications
11-Jan-2010
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Solution Innovation Case Study
InterCall is a large service provider specializing in conference communications including advanced audio, event, Web and video conferencing solutions. ATG provides enterprise transformation strategy, process innovation, quality of service certification, and information technology consulting services to InterCall.
Along with a team of over 500 meeting consultants, InterCall employs more than 1500 operators, customer service representatives, call supervisors, accounting, marketing and IT professionals. Our client serves over 400,000 individual conference leaders in more than 40,000 organizations around the globe with our range of audio, web and video conferencing services. Their strong U.S. presence, which includes five call centers and 26 sales offices, is bolstered by a global reach extending to Canada, Latin America, the United Kingdom, France, Germany, Australia, New Zealand, Hong Kong, Singapore, Japan and India. With more than 140,000 conferencing ports available globally, InterCall can handle the largest conference calls in the industry.
Case Study #1
CRM Transformation - Workflow Design and Implementation Case Study
- InterCall requested a CRM assessment. ATG came in and addressed InterCall’s current CRM capabilities across the major functional components of CRM, which we carved out into CRM – SFA, Operational CRM, Self Care, and CRM analytics. We analyzed InterCall’s system capabilities to support each of these CRM functions and provided recommendations for areas where tools/techniques/methodologies were deficient and would benefit from investment in better tools. This effort led to a two part recommendation to focus on implementation of better Operational CRM tools, first by deploying Integrated Workflow and second by development of an internal CRM portal for numerous internal InterCall workgroups.
- Development of Integrated CRM/Workflow Architecture. We came in and put together the full strategic model for how InterCall will manage customer relationships. This view covered all components of CRM functions and included new and existing applications/modules. For new applications, we chose to move forward with capabilities created using the BEA SOA stack, which for us primarily included WLP-based portals, ALBPM supported business process, and ALSB, ALES, ALDSP for supporting services. Once we had this target architecture in place, we carved up the functionality, applied some prioritization on where to start first, and established numerous projects to begin tactical deployment of the strategic vision.
- First projects were building the Workflow foundation components, which involved deployment of the BEA (now Oracle) ALBPM suite. This project is integrated with Salesforce.com on the front end and numerous downstream systems. Concurrently, an order management system was delivered on the same technology stack.
- ATG was responsible for analysis of the as-is situation, recommendation on CRM vision, prioritization of tactical projects, selection of vendor/products, negotiations with vendors, and QA over the individual projects. The benefit ATG brought in this particular situation was leveraging significant industry and product experience to quickly identify the areas of highest impact and to quickly align solution providers to these areas. The interval from ATG getting on site to having precise funded, prioritized projects was very quick.
Case Study #2
Quality of Service Certification Case Study
Key Client Challenge - Competitive differentiation as leading Quality of Service provider in the market. Proactively measure, deliver and ensure superior experience from the customer’s perspective.
Solution - Design & deploy a Quality of Service Customer Experience Testing and Certification Program
- ATG designed and delivered a proactive Quality of Service program for the certification of user experiences across the globe.
- We applied its thorough Quality of Service testing and continuous improvement methodology when certifying InterCall GIICP. The program focused on real world conferencing scenarios, data accuracy, user experience quality metrics and rigorous statistical analysis. Service testing teams were established in 20 countries.
- When an issue was identified, root cause was isolated and each issue was corrected as a requirement for achieving certification levels.
- Based on our findings and performance improvement recommendations, InterCall customers can rely on the GIICP network.
- We found this level of Quality results in a clear savings of employees’ time and frustration, productive collaboration, and best in class conferencing for InterCall customers in North America, Europe, and Asia regardless of location.
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