In the first year of operation, Amdocs Clarify CRM has saved the ...

BTAMDOCS CLARIFYCRM CASE STUDYwww.amdocs.comAMDOCS CLARIFYCRM HELPS BTEXACT REALIZE 100% ROION MILLION-DOLLAR SOLUTIONCHALLENGE> Support the IT needs of 140,000 staff in one of the UK’slargest businesses> Replace an aging, business-critical support application withoutdisrupting day-to-day functions or service delivery> Simplify and speed the processing of complex support requestsSOLUTION> Implemented Amdocs ClarifyCRM to improve customer service,streamline processes, and reduce costs> Chose Amdocs ClarifyCRM because it can be quickly andseamlessly integrated with multiple legacy systems> Worked with Amdocs to jointly develop ClarifyCRM ProcessManager to automate the critical support processes performedin ClarifyCRM> Deployed a four-phased implementation schedule to enable thecompany to continue delivering uninterrupted, high-quality serviceRESULTS> Saved more than US$4.8 million in the first year of operation,with an expected annual ROI of $2.4 million> Reduced IT support staff from 13 to only four people, saving afurther $830,000> Drastically improved workforce efficiency and reduced staffingby 20 percent, a savings of $640,000 a year> Automated desktop ordering, provisioning and purchasingprocesses, enabled by ClarifyCRM Process Manager, resulted inreduced errors and provided important metrics used to projectfuture requirements and identify purchasing trends> Improved service delivery by reducing the time it takes toresolve queries, enabling users to carry out their own simplesupport tasks, and automating many support functions.EXECUTIVE SUMMARYAfter 15 years, the support application used by BT Group’s internal ITdivision, BTexact, was outdated. It could no longer support the needsof BT Group’s 140,000 staff in the UK and worldwide. The cost ofconstantly adjusting and modifying it was increasing, and there werepressures to deliver more business efficiencies. So, BTexact launcheda project to transfer all its support management to AmdocsClarifyCRM within two years. BTexact had anticipated benefits suchas more efficient and effective support management with processautomation. But what it did not expect was the extent or speed ofreturn on investment. In the first year, BTexact has recovered over 30percent of its costs, and the company expects to save an additionalUS$2.4 million (£1.5 million) every year. BTexact estimates AmdocsClarifyCRM will pay for itself in less than four years.“ In the first year of operation, Amdocs ClarifyCRM hassaved the organization more than 30 percent of costs andis expected to save 100 percent of total project investmentin just four years.”Rob Parker, Program Manager, BTexact

BTexact is ranked as one of the top five IT services organizations inthe world, supporting 140,000 staff at BT Group, one of Europe’sleading providers of telecommunications services. BTexact managesalmost one million desktop items - such as PCs, printers andsoftware products - and supports approximately 4,000 softwareapplications. It is a corporate-sized organization in its own right with8,500 staff and annual revenues of US$1,440 million (£900 million).BTexact’s business comprises activities such as applicationdevelopment and support, hardware and software support, securityand access management, and change management. It is one of thelargest IT support organizations in the UK, receiving 2.6 millionfirst-line support requests, which result in 1.5 million more complexsupport cases every year.“ The benefit of Process Manager is its ability to automatecomplex, high-volume processes, making them faster andeasier to manage, reducing errors, and requiring fewerpeople to fulfill.”Despite being an internal department, BTexact faces businesspressures like any commercial organization - more complex andvaried customer requests, the need to be more efficient and faster atsolving problems, and the need to cut costs. The company’s 15-yearold internally-developed service desk, which consisted ofapplications for service, change management, etc., was aging andexpensive and lacked flexibility. In addition, the skills required tosupport it were hard to find, and it could no longer respond tochanging customer needs.BTexact needed a new customer service application to run its corebusiness. Also, the application had to be implemented withoutdisrupting service. The investment in the project was aroundUS$12.8 (£8 million) and it was high on the agenda of BTexact’sCOO, Chris Price.AMDOCS CLARIFYCRM PROVIDES USABILITY & ADAPTABILITYBTexact issued a project tender and carried out comprehensivereviews of the leading CRM packages, and one product stood apartfrom the rest – Amdocs ClarifyCRM. This was chosen because itshigh level of functionality and value for money made AmdocsClarifyCRM the best solution. Another important aspect aboutAmdocs ClarifyCRM is the data model, which BTexact describes as“flexible and very comprehensive”.“The usability and adaptability of Amdocs ClarifyCRM are keybecause they allow much simpler application customization,” saidRob Parker, Program Manager for BTexact’s Amdocs ClarifyCRMimplementation. For example, with Amdocs ClarifyCRM, BTexactcan generate reports, write interfaces, and add and modify dataquickly to closely align with their business needs.“BTexact is one of the largest IT support organizations in the worldand we’re dealing with millions of support requests every year, so thesystem we use to support our operations has to be flexible andreliable – it has to be a world class solution. That is why we choseAmdocs ClarifyCRM,” continued Parker.

In the first deployment phase, BTexact implemented the AmdocsClarifyCRM ClearCallCenter module. BTexact has 200 agents inthree call centers. With the previous system, much of the agents’ workwas manual. For example, password re-sets involved a phone call oremail to an agent who would create a new password and then advisethe user. Amdocs ClarifyCRM now automates this function.“ As an implementation and as a business solution, the AmdocsClarifyCRM project has been a great success.”In the second and third phases of the project, the AmdocsClarifyCRM ClearSupport module was deployed to help morethan 1,000 agents deal with second-line, or more technical,support inquiries.The out-of-box capabilities of Amdocs ClarifyCRM also providedkey functionality that enabled BTexact to ensure its agents areaccessing approved product catalogues and price lists, and onlyordering from approved vendors. “With almost 30,000 complex casesgenerated each week, processes like matching a query with therelevant knowledge were overwhelming,” said Parker. “AmdocsClarifyCRM has made the tasks much simpler and faster.”The fourth phase dealt with order management and involveddeploying the Amdocs ClarifyCRM ClearSupport module, as well asworking with Amdocs ClarifyCRM to jointly develop the ProcessManager module. Process Manager provides a unified system fordefining, managing and automating processes for all levels ofcomplexity, including order management, service assurance, changemanagement, problem escalation and field services. For example,BTexact uses Process Manager to provide account, email and systemaccess to new BT employees, as well as improve and streamlineproduct ordering.SPECTACULAR RESULTSAmdocs ClarifyCRM has delivered spectacular results to BTexact.“We chose Amdocs ClarifyCRM because it was the best solutionavailable and was expected to deliver productivity and performanceimprovement benefits,” said Parker. “What we didn’t anticipate wasthe scale and business impact of the savings. In the first year ofoperation, Amdocs ClarifyCRM has saved the organization morethan 30 percent of costs and is expected to save 100 percent of totalproject investment in just four years.”To qualify these results, BTexact has audited the savings. Forexample, BTexact receives around 40,000 password re-set requestseach month, which used to be resolved manually. Using AmdocsClarifyCRM to automate this process has reduced time and resourcesby ten percent, which equates to US$80,000 (£50,000) a month.The previous support application required 13 support staff,whereas Amdocs ClarifyCRM needs only four people. BTexactwas able to reduce staff and resources and re-allocate themto supporting business-facing applications, saving a furtherUS$830,000 (£520,000).By the end of last year, BTexact was handling approximately 1.5million cases a year – up from 500,000 just three years ago. AmdocsClarifyCRM has enabled BTexact to reduce handling time for eachcase by as much as five minutes. BTexact calculates it will saveUS$960,000 (£600,000) if handling time is reduced by two minutes.But if that is reduced by five minutes per case, the cost savings leapto US$2.4 million (£1.5 million) every year.

“Amdocs ClarifyCRM automatically filters each of our 1.5 millioncases a year, delivering the single biggest cost saving and the potentialfor even greater savings,” said Parker.The deployment of the Amdocs ClarifyCRM Process Managermodule has improved order handling for both system access(passwords, emails, etc.) and desktop items like PCs, printers andsoftware packages. Said Parker, “The benefit of Process Manager is itsability to automate complex, high-volume processes, making themfaster and easier to manage, reducing errors, and requiring lesspeople to fulfill.”“ Amdocs ClarifyCRM sits at the heart of our operation andis essention to our business.”BTexact handles between 2,000 and 5,000 access requests and 1,000desktop orders every week. The latter has a value of $161 million(£100 million) a year, so automating this process needed to be fast aswell as accurate. With Process Manager, BTexact has been able tostreamline the process and improve workforce efficiency to such anextent that it now requires 15 fewer people to manage withoutreducing performance or efficiency.In addition, Process Manager has also reduced errors in access anddesktop item provisioning. “Because Process Manager automatesprocesses from start to finish and funnels all related activity througha single interface, it has helped BTexact rationalize ordering andpurchasing processes,” continued Parker. “This also providesinformation needed to determine purchasing trends and estimatefuture needs which facilitates more bulk and discount buying.”BTexact estimates that by replacing its existing CRM system andimproving integration with other legacy systems, AmdocsClarifyCRM has saved an additional US$1.6 million (£1 million).AMDOCS CLARIFYCRM IS CRITICAL“Amdocs ClarifyCRM is critical to our core business functionbecause it supports the applications that run BT Group’s business.BTexact provides a 24/7 service to BT Group worldwide and if ourability to support those applications fails, then it’s a major problem.That’s why Amdocs ClarifyCRM sits at the heart of our operationand why it is essential to our business,” says Parker.“It’s not just in cost saving that BTexact is reaping the benefits ofAmdocs ClarifyCRM,” said Parker. “Other improvements includeproductivity, manageability, and ease of use.” For instance, AmdocsClarifyCRM has reduced the number of calls to service desks byautomating many manual tasks.One very important factor about Amdocs ClarifyCRM – and a keyselection criterion - is integration with other applications.Integration with human resource or middleware applications hasbeen much simpler. Amdocs ClarifyCRM has also been integratedwith other BT trouble-ticketing systems, improving efficiency andaccuracy because, previously, these had to be re-keyed manually.

COMPANY AT A GLANCEBTexact (the IT division of BT Group)Headquarters: Bletchley, BuckinghamshireWebsite: www.BT.co.uk, www.bt.comEmployees: 8,500Revenue: US$1,440m per year (£900m per annum)Customers: 140,000 users in BT Group serving over21 million corporate and residential customers and morethan 28 million exchange lines in the UKFrom a management point of view, Amdocs ClarifyCRM has had asignificant impact on decision-making. Data from AmdocsClarifyCRM now reaches the management data warehouse system injust 10 minutes, so that reports are far more accurate, up-to-date, andavailable quickly.“As an implementation and as a business solution, the AmdocsClarifyCRM project has been a great success,” concluded Parker.“With a core team of just 30 people, BTexact has created a first-classapplication, which has enabled the organization to deliver a servicethat is faster more efficient, and maximizes resources to the fullest.”“ Amdocs ClarifyCRM automatically filters each of our 1.5million cases a year, delivering the single biggest costsaving and the potential for even greater savings.”TECHNICAL STATISTICSAmdocs ClarifyCRM modules: ClearSupport, Process Manager,ClearCallCenterNumber of users: Over 5,000Types of user: Service desk and case support agents in BTexactstaff, other BT Group staff, and the 3rd party subcontractorswho supplement BTexact service staffInteraction volume: 2.6 million first-line interactions whichgenerate 1.5 million more technical support cases per yearHardware: 5,000+ desktop/laptop PCs, Sun servers,IBM mainframesO/S: Windows (various), Sun SolarisDatabase: Oracle 8, IBM, IDMSIntegrations: BEA Web Logic Server, SOAP XMAL and WSDL,BEA messaging middlewareSystems integrator: BTexact with Amdocs ClarifyCRM’s systemsintegration professionals managing consultancy resources intothe project

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