Documentum inThe Call Centre

Julian Still,Director,MobistarWim Demulder, PM, Mobistar

Dave Robertson, Consultant, Envoque

Mobistar CorporateOverview Mobile Telecom Operator in Belgium 4 Years old Owned by France Telecom 2M Customers Call Centres in Brussels and Ghent

Corporate Goals Improve Customer Services and the

Customer Experience Increase the workload, maintain or reducing

staff levels No New CRM Solution - Cost and Operational

Effectiveness

Application Overview

Capture all Incoming Email, Fax and Paper to the Mobistar Call Centre

Documentum is single repository for all data Task based workflow implemented for around

600 call centre staff 2500 concurrent workflows Projected +300,000 documents per year

Pains Paper faxes going missing Scanning outsourced, 3 months late No tracking of incoming email, fax or paper Lots of paper around

Application

DispatchFax

Scan & Dispatch

Letter

Auto Decode

Email

ProcessWorkflow

CSD Repository

Documentum

Live Process View

Application Faxing from VSI-FAX,

Corporate Faxing Solution Faxes dispatched manually

or use forms recognition - Kofax

CustomerFax VSI-FAX Documentum

Application Letters Scanned via Kofax Documents same route as

faxes

CustomerLetter

KofaxScanners Documentum

Application Emails routed from

Exchange to UNIX (Solaris) Processing to

automatically classify

Inbound Email

DocuMailProcessor Documentum

User@domain.com maps to: Customer No - BSCSAgent - PortfolioSLA - Respond Time

Outbound Email

Inbox

Task Based Workflow Once Agent get the Fax/Letter, Documentum

Workflow used to route the request

Task view Classify Route

Task Based Workflow - Email Documentum Captures all Customer Inbound

and Agent Outbound Email All Email is classified against customers

Inbox (Classified) Task Respond Route

The Call Centre View High Speed Retrieval Required Customer Calls - Where is my document

Agent enters Customer Number

Select Document

Image View

Search Times2-3 Seconds

Total Operation

Business Improvements Faster Access No Paper KPI Monitoring CRM Solution - Best In Class Low Cost Implementation - Direct Consulting

and Centre of Competence Created

Business Improvements Current Paper System means up to 3 months

delay on direct access to customer documents No paper faxes lying on machines waiting to

be handled. Key Performance Indicators for Call Centre

Performance are available - No need for secondary time tracking processes

Business Benefits CRM Solution for a fraction of the cost -

Using EDM can deliver much of a CRM Benefit– Customer History is tracked– Customer Experience can be determined

Using CC approach - M* Responsible for project control, technical resource imported

Supporting Mission Critical Infrastructure and Desktop Design Deployment Backup and Security Incremental Development - One bit at a time

to the Big Bang

Deployment Majority Desktop Client to 600 Desktops New applications, DLLS downloaded via ICD

built into DC Apps driven through DC DC delivered through remote installs One off, since Documentum upgrades

delivered through DC

Infrastructure Sun E10000 300Gb 40Gb Documentum 4i, Oracle 8i, RightSite on

Solaris Desktop NT Workstation 4.0 UNIX/NT Connectivity via Samba and soon

LDAP Simple Docbase Federation arrangement

Backup & Security Normal Oracle and Content backups System offline at 22:00 to 23:00 daily Content does not change - This fits well with

regime

IncrementalDeployment Documentum Apps delivered on small scope

projects - Big Bang avoided Control of applications and performance much

easier - we start fast and remain fast 3 Environments Development, Test and

Production– Test Environment is copy of Production Environment– Business Signs off new releases of applications

More Info Contact -

– First Principles/Envoque Consulting– 00353 56 56 371– dave.robertson@envoque.com