How NextiraOne copes with global - SolveDirect
How NextiraOne copes with global - SolveDirect
How NextiraOne copes with global - SolveDirect
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One step ahead :<br />
<strong>How</strong> <strong>NextiraOne</strong> <strong>copes</strong> <strong>with</strong><br />
<strong>global</strong> service integration<br />
challenges<br />
IdeaXchange<br />
Frankfurt 6th October<br />
2011
2<br />
<strong>NextiraOne</strong> : The communication Experts<br />
Service collaboration for <strong>NextiraOne</strong><br />
IdeaXchange Frankfurt 6th October 2011<br />
Agenda<br />
Decentralized and multinational organization : The challenges<br />
<strong>SolveDirect</strong> partnership : Two birds <strong>with</strong> one stone<br />
First outcomes<br />
Questions / Anwsers<br />
2
3<br />
€1b<br />
4,500<br />
60,000<br />
IdeaXchange Frankfurt 6th October 2011<br />
European Communications Services<br />
Sales in 2010 Direct sales and service presence in 16<br />
50% Services<br />
Employees<br />
2,500 Service Experts<br />
70%<br />
95%<br />
Customers<br />
Fortune Euro<br />
Top 100 Companies<br />
<strong>with</strong> recurring<br />
service contracts<br />
countries, Service partners in 100 countries<br />
worldwide… and opening US operations<br />
2 world-class NOCs, Paris<br />
and Berlin, DRP capable
4<br />
IdeaXchange Frankfurt 6th October 2011<br />
Unified<br />
Communications<br />
Professional<br />
Services<br />
<strong>NextiraOne</strong> Business Focus<br />
Video-conferencing<br />
Data Centers<br />
Integration<br />
Services<br />
Comprehensive Service Portfolio<br />
Call Centers<br />
Secure<br />
Infrastructure<br />
Support and<br />
Managed<br />
Services
5<br />
2 500 Service Professionals<br />
400 Consultants<br />
170 Project Managers<br />
1 200 Engineers<br />
World-Class NOCs<br />
delivering Managed Services<br />
500 in-country Technical Experts<br />
providing local support<br />
IdeaXchange Frankfurt 6th October 2011<br />
Service Delivery<br />
Infrastructure<br />
& Application<br />
Integration<br />
Centres<br />
Network<br />
Operating<br />
Centre<br />
Managing more than<br />
100,000 incidents<br />
per month<br />
>90% calls answered<br />
in less than 15 seconds<br />
>85% of issues fixed<br />
remotely, 92% first-time<br />
126 Service and Logistics<br />
Centres providing Europe-wide<br />
Logistics
6<br />
Managing Complex Integration through an Ecosystem of<br />
Solution and Sector Partners<br />
Strategic Technology<br />
Partners<br />
Holding the highest levels of<br />
certification<br />
More than 2 000 vendor<br />
certifications…<br />
IdeaXchange Frankfurt 6th October 2011<br />
Solution Ecosystem<br />
Partners<br />
Market Sector<br />
Solution Partners
7<br />
IdeaXchange Frankfurt 6th October 2011<br />
<strong>NextiraOne</strong>’s Commitment – Our Mission<br />
Help you manage complexity<br />
Technology and Service innovation to<br />
create value<br />
Work to become your trusted<br />
partner<br />
Help manage staff and skills<br />
shortages - a safe pair of hands<br />
Delivering results - Maximising RoI,<br />
Managing Costs<br />
Be easy to do business <strong>with</strong><br />
Coordinated strategy and consistent<br />
experience in all countries<br />
Delivering industry-leading services
8<br />
<strong>NextiraOne</strong> : The communication Experts<br />
Service collaboration for <strong>NextiraOne</strong><br />
IdeaXchange Frankfurt 6th October 2011<br />
Agenda<br />
Decentralized and multinational organization : The challenges<br />
<strong>SolveDirect</strong> partnership : Two birds <strong>with</strong> one stone<br />
First outcomes<br />
Questions / Anwsers<br />
8
9<br />
NOC<br />
Quality<br />
Reports<br />
Vendors<br />
Workflows<br />
Portal<br />
Tickets<br />
Misunderstanding<br />
IdeaXchange Frankfurt 6th October 2011<br />
Service collaboration for <strong>NextiraOne</strong><br />
Incidents<br />
On-site<br />
International<br />
Remote<br />
Subcontractors<br />
Technicians<br />
Problems<br />
eBonding<br />
Support Information flow<br />
Service portfolio<br />
SLA<br />
Account Manager<br />
Customers<br />
Partners<br />
Message<br />
contracts<br />
OLA<br />
Equipements<br />
Transparency<br />
Experts<br />
ITIL
10<br />
<strong>NextiraOne</strong> : The communication Experts<br />
Service collaboration for <strong>NextiraOne</strong><br />
IdeaXchange Frankfurt 6th October 2011<br />
Agenda<br />
Decentralized and multinational organization : The challenges<br />
<strong>SolveDirect</strong> partnership : Two birds <strong>with</strong> one stone<br />
First outcomes<br />
Questions / Anwsers<br />
10
11<br />
Decentralized and multinational organization : reality<br />
IdeaXchange Frankfurt 6th October 2011<br />
R3<br />
ECC6<br />
CRM5<br />
Pivotal
12<br />
Decentralized and multinational organization : vision & execution<br />
ECC6 / CRM5<br />
Core model<br />
Build up<br />
2008<br />
IdeaXchange Frankfurt 6th October 2011<br />
FR & DE<br />
2009/10<br />
Upgd CRM7<br />
2012<br />
Roll outs BNL / UK / IT / SP / PT…<br />
2013/16…
13<br />
Monitoring tools<br />
Core Model Internal<br />
Core<br />
Model<br />
extended<br />
Front Office<br />
Back Office<br />
NXO Infrastructure<br />
IdeaXchange Frankfurt 6th October 2011<br />
Core model architecture<br />
eBonding<br />
eCatalog<br />
SFA<br />
Portal<br />
Business Intelligence<br />
Peripheral<br />
applications<br />
Peripheral<br />
applications<br />
Peripheral<br />
applications<br />
Data Warehouse & Middleware<br />
IaaS « NXO Cloud »<br />
Extranet<br />
Collaborative<br />
Platform<br />
Extended company<br />
Intranet<br />
Collaborative<br />
Platform<br />
Business workflows<br />
Project workspace<br />
Prof. Social network<br />
Global Unified Network / SECURITY<br />
Chat<br />
federation<br />
Messaging / Chat
14<br />
<strong>NextiraOne</strong> : The communication Experts<br />
Service collaboration for <strong>NextiraOne</strong><br />
IdeaXchange Frankfurt 6th October 2011<br />
Agenda<br />
Decentralized and multinational organization : The challenges<br />
<strong>SolveDirect</strong> partnership : Two birds (or three ?) <strong>with</strong> one stone<br />
First outcomes<br />
Questions / Anwsers<br />
14
15<br />
Ticket sharing <strong>with</strong>in <strong>NextiraOne</strong><br />
Portal « out-of-the-box »<br />
IdeaXchange Frankfurt 6th October 2011<br />
Experience<br />
Zero footprint infrastructure<br />
Time to market<br />
The search<br />
System-to-System connection<br />
With Customers<br />
And Partners<br />
Possibility to leverage ITIL servicing platform for specific business cases<br />
Robustness<br />
Wide functional scope<br />
Scalability
16<br />
Customers<br />
….<br />
The solution : <strong>SolveDirect</strong> eBonding for <strong>NextiraOne</strong><br />
IdeaXchange Frankfurt 6th October 2011<br />
2<br />
1<br />
...<br />
.<br />
.<br />
Customer<br />
Portal<br />
ECC6 / CRM7<br />
Core model<br />
7<br />
Pivotal<br />
Unique<br />
Collaboration<br />
hub<br />
1<br />
.<br />
Partner<br />
Portal<br />
1<br />
...<br />
2<br />
Partners<br />
….
17<br />
<strong>NextiraOne</strong> : The communication Experts<br />
Service collaboration for <strong>NextiraOne</strong><br />
IdeaXchange Frankfurt 6th October 2011<br />
Agenda<br />
Decentralized and multinational organization : The challenges<br />
<strong>SolveDirect</strong> partnership : Two birds <strong>with</strong> one stone<br />
First outcomes<br />
Questions / Anwsers<br />
17
18<br />
Internalize the know-how<br />
IdeaXchange Frankfurt 6th October 2011<br />
Self on-boarding kit<br />
Communication kit<br />
Project management<br />
Tool expertise<br />
First outcomes<br />
Sales reps rush to be managed<br />
Don’t oversell !!!<br />
Organize queue !!!
19<br />
<strong>NextiraOne</strong> : The communication Experts<br />
Service collaboration for <strong>NextiraOne</strong><br />
IdeaXchange Frankfurt 6th October 2011<br />
Agenda<br />
Decentralized and multinational organization : The challenges<br />
<strong>SolveDirect</strong> partnership : Two birds <strong>with</strong> one stone<br />
First outcomes<br />
Questions / Anwsers<br />
19
20<br />
IdeaXchange Frankfurt 6th October 2011<br />
Questions / Answers
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