Documentum Composer 6.5 SP2 Building a Documentum Application Tutorial
Documentum in The Call Centre
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Transcript of Documentum in The Call Centre
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Documentum inThe Call Centre
Julian Still,Director,MobistarWim Demulder, PM, Mobistar
Dave Robertson, Consultant, Envoque
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Mobistar CorporateOverview Mobile Telecom Operator in Belgium 4 Years old Owned by France Telecom 2M Customers Call Centres in Brussels and Ghent
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Corporate Goals Improve Customer Services and the
Customer Experience Increase the workload, maintain or reducing
staff levels No New CRM Solution - Cost and Operational
Effectiveness
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Application Overview
Capture all Incoming Email, Fax and Paper to the Mobistar Call Centre
Documentum is single repository for all data Task based workflow implemented for around
600 call centre staff 2500 concurrent workflows Projected +300,000 documents per year
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Pains Paper faxes going missing Scanning outsourced, 3 months late No tracking of incoming email, fax or paper Lots of paper around
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Application
DispatchFax
Scan & Dispatch
Letter
Auto Decode
ProcessWorkflow
CSD Repository
Documentum
Live Process View
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Application Faxing from VSI-FAX,
Corporate Faxing Solution Faxes dispatched manually
or use forms recognition - Kofax
CustomerFax VSI-FAX Documentum
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Application Letters Scanned via Kofax Documents same route as
faxes
CustomerLetter
KofaxScanners Documentum
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Application Emails routed from
Exchange to UNIX (Solaris) Processing to
automatically classify
Inbound Email
DocuMailProcessor Documentum
[email protected] maps to: Customer No - BSCSAgent - PortfolioSLA - Respond Time
Outbound Email
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Inbox
Task Based Workflow Once Agent get the Fax/Letter, Documentum
Workflow used to route the request
Task view Classify Route
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Task Based Workflow - Email Documentum Captures all Customer Inbound
and Agent Outbound Email All Email is classified against customers
Inbox (Classified) Task Respond Route
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The Call Centre View High Speed Retrieval Required Customer Calls - Where is my document
Agent enters Customer Number
Select Document
Image View
Search Times2-3 Seconds
Total Operation
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Business Improvements Faster Access No Paper KPI Monitoring CRM Solution - Best In Class Low Cost Implementation - Direct Consulting
and Centre of Competence Created
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Business Improvements Current Paper System means up to 3 months
delay on direct access to customer documents No paper faxes lying on machines waiting to
be handled. Key Performance Indicators for Call Centre
Performance are available - No need for secondary time tracking processes
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Business Benefits CRM Solution for a fraction of the cost -
Using EDM can deliver much of a CRM Benefit– Customer History is tracked– Customer Experience can be determined
Using CC approach - M* Responsible for project control, technical resource imported
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Supporting Mission Critical Infrastructure and Desktop Design Deployment Backup and Security Incremental Development - One bit at a time
to the Big Bang
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Deployment Majority Desktop Client to 600 Desktops New applications, DLLS downloaded via ICD
built into DC Apps driven through DC DC delivered through remote installs One off, since Documentum upgrades
delivered through DC
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Infrastructure Sun E10000 300Gb 40Gb Documentum 4i, Oracle 8i, RightSite on
Solaris Desktop NT Workstation 4.0 UNIX/NT Connectivity via Samba and soon
LDAP Simple Docbase Federation arrangement
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Backup & Security Normal Oracle and Content backups System offline at 22:00 to 23:00 daily Content does not change - This fits well with
regime
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IncrementalDeployment Documentum Apps delivered on small scope
projects - Big Bang avoided Control of applications and performance much
easier - we start fast and remain fast 3 Environments Development, Test and
Production– Test Environment is copy of Production Environment– Business Signs off new releases of applications