Levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009
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Transcript of Levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009
Copyright © 2007, Levementum LLC. Proprietary and ConfidentialBright House Networks – CRM for Telecommunications, Utilities and Cable/Digital MSOsOctober 2009
2Copyright © 2007, Levementum LLC
Agenda
• About Bright House Networks• The Bright House Challenge…why ECIS?• Why SugarCRM?• ECIS - Modules• ECIS – Costs• ECIS – Support• About BHN’s partner, Levementum
Bright House Networks
• Privately held – Advanced/Newhouse Communications
• Bright House Networks employs over 6,000 personnel in Florida
• Servicing over 3 million households in Central Florida– 1.9 Million Video customers– 900,000 High speed data customers– 230,000 Digital Voice customers
• Bright House Networks owns and operates two Central Florida news channels – Central Florida News 13 – Orlando, Florida– Bay News 9 – Tampa, Florida
3Copyright © 2007, Levementum LLC.
Key Commercial Offerings
• Commercial Business Solutions- “High Capacity” services utilize Bright House’s Network high availability fiber plant.
– Dedicated Access• Dedicated Internet Access• Tele-worker Solutions
– Metro Ethernet Private Line Networking• Point to Point • Point to Multi-Point • Bundled with Dedicated Access
4Copyright © 2007, Levementum LLC.
5Copyright © 2007, Levementum LLC
The Bright House Challenge
Account ManagementContact ManagementLocation ManagementService & Equipment
Cost ManagementiCOMS integration
Cases Remedy IntegrationWorkflow
Service OrdersRelated ServicesROI and IRR Targets
CustomersLeadsOpportunities
ROEConstructionFibreWorkflowConstruction Notifications
Bright House’s Growth!• Organic growth of the customer base through existing service offerings• Rapid growth (and change) through delivery of new servicesGrowth creates the fundamental problem….the “Scaling Challenge”• How do we integrate processes to eliminate the inefficiencies of “over-the-wall” communication• How do we establish a common and consistent definition of the customer, and that customer’s interactions with Bright
House• As the customer base grows and services expand, how do we consolidate the various systems that serve BHN departments
in inconsistent ways?
Sales ContractsConstruct-
ionService Delivery
Billing Support
6Copyright © 2007, Levementum LLC
Customer
Phone
Fax
Attachment
Billing
Construction
CustomerSupport
BHN Corporate
BHN Regional
Phone
Fax
Attachment
Phone
Fax
Attachment
Phone
Fax
Attachment
Phone
Fax
Attachment
EMS/CEM
Customer Location
The Bright House Challenge….The Goals
• Improve Visibility into Demand• Improve Visibility into the Sales Process• Eliminate ambiguities with Contracts and SLAs• Monitor and measure ROI and IRR• Manage complexities of Construction process
• Provide a consistent customer/location definition!• Integrate with Remedy and Custom Care Applications• Integrate with ICOMS and Billing Applications
The Solution? ECIS!
• Conclusions– An enterprise class CRM
needed as the core of the “Enterprise Customer Information System”
– Solution must scale at low cost
– Solution must allow for deep customizations to fit unique BHN needs
– Solution must deliver low Total Cost of Ownership
– Prescriptive Training & Adoption Programs are critical
– An ongoing support plan to minimize impacts on IT
• Actions– Evaluate multiple platforms– Establish the “Control of Our
Destiny” as the primary requirement
• Control of cost• Control of deployment options• Control of customization plan• Control of integration
– Find a partner with extensive experience implementing CRM “as a platform for process integration and improvement”
– Align key organizations within BHN
– Align Bright House University
7Copyright © 2007, Levementum LLC
Why is SugarCRM right for Bright House?
• Excellent match of standard modules to needs
• Open source application framework enables creation of detailed custom modules for Bright House Networks specific needs
• Easy to embed critical business processes using Sugar Workflow
• Web Services framework (SugarSOAP) that enables integration with 3rd party applications (Remedy, iCOMS)
• Fast customizations through Sugar Module Builder
• High user adoption due to flexible AJAX User Interface (utilizes the Yahoo User Interface Library)
• Lowest Total Cost of Ownership– 65% lower cost than Salesforce.com– 75% lower cost than NetSuite– >65% lower cost than Siebel
• Subscription versus Perpetual Licensing (dramatically lower initial outlay)
• Excellent scalability at low cost (utilizes MySQL, SQLServer or Oracle as a back end)
• Open Source standards minimize IT costs, as system is deployable on most hardware and OS, including Windows or Linux.
• Deployment flexibility (On-Demand/Hosted or On-Premise/Local)…can be different for various BHN regions
8Copyright © 2007, Levementum LLC
Strategic Reasons for adoption of SugarCRM
• Control of Your Own destiny– Bright House is a “CAN DO!” company!
• Ease of Customization– Change is a constant in MSO/Telco!
• Safety of Customization– Desire to add features while keeping TCO low!
• Scalable Architecture– MVA plus mySQL/SQLServer/Oracle
• No SAAS Lock-In– We want to choose…SAAS, On-Premise, or a
Blend!
9Copyright © 2007, Levementum LLC
ECIS SugarCRM Modules
10Copyright © 2007, Levementum LLC
• 5.1 •Quoting• Customer Newsletters• Marketing Campaigns• Advanced Project Management• Case Knowledgebase• Microsoft Outlook Integration• Microsoft Word Integration
• Leads • Opportunities• Accounts• Contacts• Cases & Support• Activities & Tasks• Document Management• Workflow, Alerts & Notifications
• Account Locations (multi-location customers• Service Orders• Contracts• Construction• Customized Reporting• Remedy Integration• Initial iCOMS synch•Voice/ IP Trunking Module
Standard Modules
CustomModules
Standard Modules
•Invoicing • iCOMS Integration• Additional enhancements…
Custom Modules
ECIS Modules: Accounts and Locations
• Account module provides complete visibility of customer its locations, contacts, relevant contracts and services, etc!
11Copyright © 2007, Levementum LLC
ECIS Modules: Service Orders, Equipment & Services
• Manage details on all Contracts and Service Orders, and manage associated equipment and services delivered
12Copyright © 2007, Levementum LLC
ECIS Modules: Construction
• Manage the complex construction process from ROE to Service Start. Deliver alerts and notifications throughout the process to reduce cycle times
13Copyright © 2007, Levementum LLC
ECIS Modules: Workflow
• Workflow is used to automate process and deliver notifications at critical times. The following are Automatic Billing & Construction Complete Notifications
14Copyright © 2007, Levementum LLC
ECIS Costs & Configuration
• Licenses for Bright House Orlando & Tampa– License Count: 100-200 User License
• Software Configuration– LAMP– Apache– MySQL 5.0– Red Hat Enterprise
• Hardware Configuration– HP-DL380– Dual Processor, 4GB RAM– Mirrored 36GB
15Copyright © 2007, Levementum LLC
ECIS Support
• ECIS Support currently provided remotely by Levementum
• Support Service (Monthly)– Weekly Backups with Restoration Plan– Free Upgrades to latest SugarCRM patches
• Development Service (Quarterly)– Quarterly bank of hours for custom development, training,
custom reports, and support (All Tiers)
16Copyright © 2007, Levementum LLC
Keys to ECIS Project Success
• Disappoint the Customer a Little Every Day– Identified the key agents of change (and agents of pain), and set
expectations constantly. How? By ratcheting the expectations down slowly. Don’t overpromise.
• Talk, Communicate..and talk some more– Communicate as often as possible. Leveraged internal artifacts
(newsletters). This was not a skunk-works project.
• Prescriptive Training– Using SugarCRM’s materials as a baseline, we customized the training
to fit the process. Deliver training & classes in a prescriptive and focused way (and do as much as possible face-to-face)
• Continuous Knowledge Delivery– Developed an in house training program with Bright House University to
deliver training on an ongoing basis
17Copyright © 2007, Levementum LLC
About Levementum
• Founded 2004– Added SugarCRM service line 2005 (v3.5.1)– Added Model N service line 2006
• Mission: – Help companies drive “world class” Operations, Revenue & Margin
results by breaking down business complexity and deploying Open Source Information Technology and Process Solutions
• Company Information– Offices:
• Chandler, Arizona• Sydney Australia• Jersey City, New Jersey• Atlanta, Georgia• Portland, Oregon
18Copyright © 2007, Levementum LLC
About Levementum
• Bringing Open Source to the Enterprise• Two Primary Service Lines
– SugarCRM (Open Source CRM)• Officially a “Gold Partner” of SugarCRM since 2005• Services:
– Consulting – Training– Hosting– Development, Integration and Intelligence
– Compiere (Open Source ERP)• Officially a “Compiere System Integration Partner”• Services
– Consulting – Training– Development, Integration and Intelligence
19Copyright © 2007, Levementum LLC
Questions
Contact Us
Geoffrey E. MobissonDirector of Technical Services
Levementum88 S San Marcos DriveChandler, AZ 85225
(480) 234-3993
20Copyright © 2007, Levementum LLC.