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

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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.
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