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

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“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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