BTexact is ranked as one <strong>of</strong> <strong>the</strong> top five IT services organizations in<strong>the</strong> world, supporting 140,000 staff at BT Group, one <strong>of</strong> Europe’sleading providers <strong>of</strong> telecommunications services. BTexact managesalmost one million desktop items - such as PCs, printers ands<strong>of</strong>tware products - and supports approximately 4,000 s<strong>of</strong>twareapplications. It is a corporate-sized organization in its own right with8,500 staff and annual revenues <strong>of</strong> US$1,440 million (£900 million).BTexact’s business comprises activities such as applicationdevelopment and support, hardware and s<strong>of</strong>tware support, securityand access management, and change management. It is one <strong>of</strong> <strong>the</strong>largest IT support organizations in <strong>the</strong> UK, receiving 2.6 million<strong>first</strong>-line support requests, which result in 1.5 million more complexsupport cases every <strong>year</strong>.“ The benefit <strong>of</strong> Process Manager is its ability to automatecomplex, high-volume processes, making <strong>the</strong>m 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, <strong>the</strong> need to be more efficient and faster atsolving problems, and <strong>the</strong> need to cut costs. The company’s 15-<strong>year</strong>old internally-developed service desk, which consisted <strong>of</strong>applications for service, change management, etc., was aging andexpensive and lacked flexibility. <strong>In</strong> addition, <strong>the</strong> 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, <strong>the</strong> application had to be implemented withoutdisrupting service. The investment in <strong>the</strong> project was aroundUS$12.8 (£8 million) and it was high on <strong>the</strong> agenda <strong>of</strong> BTexact’sCOO, Chris Price.AMDOCS CLARIFY<strong>CRM</strong> PROVIDES USABILITY & ADAPTABILITYBTexact issued a project tender and carried out comprehensivereviews <strong>of</strong> <strong>the</strong> leading <strong>CRM</strong> packages, and one product stood apartfrom <strong>the</strong> rest – <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong>. This was chosen because itshigh level <strong>of</strong> functionality and value for money made <strong>Amdocs</strong><strong>Clarify</strong><strong>CRM</strong> <strong>the</strong> best solution. Ano<strong>the</strong>r important aspect about<strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> is <strong>the</strong> data model, which BTexact describes as“flexible and very comprehensive”.“The usability and adaptability <strong>of</strong> <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> are keybecause <strong>the</strong>y allow much simpler application customization,” saidRob Parker, Program Manager for BTexact’s <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong>implementation. For example, with <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong>, BTexactcan generate reports, write interfaces, and add and modify dataquickly to closely align with <strong>the</strong>ir business needs.“BTexact is one <strong>of</strong> <strong>the</strong> largest IT support organizations in <strong>the</strong> worldand we’re dealing with millions <strong>of</strong> support requests every <strong>year</strong>, so <strong>the</strong>system we use to support our <strong>operation</strong>s <strong>has</strong> to be flexible andreliable – it <strong>has</strong> to be a world class solution. That is why we chose<strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong>,” continued Parker.
<strong>In</strong> <strong>the</strong> <strong>first</strong> deployment p<strong>has</strong>e, BTexact implemented <strong>the</strong> <strong>Amdocs</strong><strong>Clarify</strong><strong>CRM</strong> ClearCallCenter module. BTexact <strong>has</strong> 200 agents inthree call centers. With <strong>the</strong> previous system, much <strong>of</strong> <strong>the</strong> agents’ workwas manual. For example, password re-sets involved a phone call oremail to an agent who would create a new password and <strong>the</strong>n advise<strong>the</strong> user. <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> now automates this function.“ As an implementation and as a business solution, <strong>the</strong> <strong>Amdocs</strong><strong>Clarify</strong><strong>CRM</strong> project <strong>has</strong> been a great success.”<strong>In</strong> <strong>the</strong> second and third p<strong>has</strong>es <strong>of</strong> <strong>the</strong> project, <strong>the</strong> <strong>Amdocs</strong><strong>Clarify</strong><strong>CRM</strong> ClearSupport module was deployed to help morethan 1,000 agents deal with second-line, or more technical,support inquiries.The out-<strong>of</strong>-box capabilities <strong>of</strong> <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> 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 <strong>the</strong>relevant knowledge were overwhelming,” said Parker. “<strong>Amdocs</strong><strong>Clarify</strong><strong>CRM</strong> <strong>has</strong> made <strong>the</strong> tasks much simpler and faster.”The fourth p<strong>has</strong>e dealt with order management and involveddeploying <strong>the</strong> <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> ClearSupport module, as well asworking with <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> to jointly develop <strong>the</strong> ProcessManager module. Process Manager provides a unified system fordefining, managing and automating processes for all levels <strong>of</strong>complexity, 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 RESULTS<strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> <strong>has</strong> delivered spectacular results to BTexact.“We chose <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> because it was <strong>the</strong> best solutionavailable and was expected to deliver productivity and performanceimprovement benefits,” said Parker. “What we didn’t anticipate was<strong>the</strong> scale and business impact <strong>of</strong> <strong>the</strong> savings. <strong>In</strong> <strong>the</strong> <strong>first</strong> <strong>year</strong> <strong>of</strong><strong>operation</strong>, <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> <strong>has</strong> <strong>saved</strong> <strong>the</strong> organization morethan 30 percent <strong>of</strong> costs and is expected to save 100 percent <strong>of</strong> totalproject investment in just four <strong>year</strong>s.”To qualify <strong>the</strong>se results, BTexact <strong>has</strong> audited <strong>the</strong> savings. Forexample, BTexact receives around 40,000 password re-set requestseach month, which used to be resolved manually. Using <strong>Amdocs</strong><strong>Clarify</strong><strong>CRM</strong> to automate this process <strong>has</strong> 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 <strong>Amdocs</strong> <strong>Clarify</strong><strong>CRM</strong> needs only four people. BTexactwas able to reduce staff and resources and re-allocate <strong>the</strong>mto supporting business-facing applications, saving a fur<strong>the</strong>rUS$830,000 (£520,000).By <strong>the</strong> end <strong>of</strong> last <strong>year</strong>, BTexact was handling approximately 1.5million cases a <strong>year</strong> – up from 500,000 just three <strong>year</strong>s ago. <strong>Amdocs</strong><strong>Clarify</strong><strong>CRM</strong> <strong>has</strong> 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, <strong>the</strong> cost savings leapto US$2.4 million (£1.5 million) every <strong>year</strong>.