SAP CRM in Telecommunications.
Customer details
Company name
Country
Solution / Service / Functional Area
Revenue Segment
Employee Segment
Deutsche Telekom AG
DE
Current Release Level|Sales|Service
CRM Interaction Center (IC)
StarHub Ltd
SG
Field Apps
Ipko Telecommunications LLC
RS
Sales
Telekom Deutschland GmbH
DE
Analytics|E-Commerce|Marketing|Sales|Service
BOUYGUES TELECOM
TECHNOPOLE
FR
CRM - Sales and Service
500+
Telikom Limited
PG
CRM - Sales and Service
500+
Vivento Deutsche Telekom AG
DE
Sales|Service|Current Release Level
Dedicado S.A.
UY
CRM - Sales and Service
Swisscom IT Services AG, Bern
CH
CRM Interaction Center (IC)
Fujitsu Australia Limited
AU
CRM - Sales and Service
Cable & Wireless Panam
PA
CRM - Sales and Service
CORPUS SIREO
DE
Sales
Deutsche Telekom AG
DE
Sales|Marketing|Current Release Level
Deutsche Telekom AG
DE
CRM Interaction Center (IC)|Current Release Level
T-Systems International GmbH
DE
Competitive Replacement/Win (INTERNAL
customer name only)|Marketing|Sales|Service
500+
Elion Enterprises Ltd.
EE
Business Communications Management and CRM
500+
Perusahaan Perseroan
(Persero)
ID
CRM - Sales and Service
500+
500+
750MILL-1,500MILL
500+
250-499
1,500MILL+
500+
100-249
500MILL-750MILL
500+
500+
250-499
50MILL-200MILL
250-499
SAP CRM for Telecommunications
Selected Telecommunications References
Improved multichannel order management for triple-play services
Reduced cost through harmonization of sales and support processes
Increased integration and data consistency
Optimized end-to-end order to cash process
Reduced sales cycle time
Improved product positioning
Integrated order management across interaction channels
Reduced order fall-out rate to less than 1%
Reduced fraud by 80%
Improved visibility about status and results of marketing campaigns
Increased effectiveness of marketing campaigns with better segmentation
and targeting
National Cable Networks wall2wall Telco CRM for B2C
Executive Summary
Company
National Cable Networks/
The Companys top objectives
Rostelecom
Headquarters
Moscow, Russia
Industry
Telecommunications,
Cable Operator
NCN transformed its business from being a traditional cable operator to a nextgeneration service provider offering triple-play services. To support its ambitious drive
for growth and increased ARPU, NCN introduced SAP CRM as its new Customer
Care platform
Significantly improved customer
on-boarding across 7 acquired
divisions
Resolution
Complete SAP CRM Wall2Wall implementation plus SAP PI as Middleware
includes Loyalty Mgmt, Telco order management, Product Modeling, Service
Orders and SAP PI integration with external billing and the activation platform
Products and Services
The key benefits
Broadband Internet,
Voice and IP TV via Cable
Employees
170 000
support millions of customers and transactions
Powerful integration suite SAP CRM together with SAP Procurement Insight
supports flexible integration with billing and activation systems
Usability and solid road map SAP CRM provides an easy-to-use interface.
The call center agent has a unified workplace, all necessary information is
available in one screen
Revenue
RUB 238.7 billion
Web Site
[Link]
Customer Video: [Link]
"
reduced average call time in call
centers.
T-Systems RUNS BETTER SAP CRM and Billing platform
Executive Summary
Company
T-Systems
The SAP team delivered a highly successful solution for T-Systems Service Provider
business of 4300 users substituting an existing CRM and a new Billing platform
Headquarters
The Companys top objectives
Frankfurt, Germany
Industry
Telecommunications,
Service Provider
Resolution
Products and Services
Telecommunications and
IT Services for large
enterprises
Employees
48,200
Replacement of old cost and maintenance insensitive Siebel CRM
CRM is the central link for all business relevant processes
Ensure reliable and traceable billing for new and existing services
Implementation of SAP CRM (Sales and Service except incident mgmt.)
Only 11 months project duration with the SCRUM implementation approach
Implementation of SAP Billing for Telecommunications for new Services
The key benefits
Single point of truth for customer relevant information
Implementation of an E-t-E infrastructure
Decreasing complexity of interfaces and number of systems
Increased visibility and correctness in the Billing process
Revenue
US$9,5 billion
Web Site
[Link]
Thanks to the SCRUM methodology, we were able to succeed in just twelve months, a
system that was developed over eight years in one of the largest CRM installation in
Europe.
Detsch Peter, T-Systems International GmbH
15%
TCO reduction
360
View of the
Customer
BSNL High Scale Sales, Marketing&Customer Care
Company
Executive overview
BSNL
BUSINESS TRANSFORMATION
Headquarters
The Companys top objectives
India
Industry
Telecommunications
The resolution
Products and Services
wired and wireless
telecommunications
Employees
200 000
Revenue
US$ 4.3 billion
Web Site
[Link]
Highly diverse system landscape
seeking for consistent and integrated CRM platform for North and West Region
Wireline and Broadband
10 000 users
SAP solution consolidates all customer data in one systems and provides Marketing, Order
Capture, Service ticketing for B2C and B2B
Web self service suite
The key benefits
support of 33 Mill customers
Powerful integration suite to support integration with SAP ERP and Non SAP Billing and
activation systems
Usability and solid road map SAP CRM provides an easy-to-use interface.
The call center agent has complete 360 customer view - all necessary information is available in
one screen
TOP BENEFITS
ACHIEVED
"
Reduction in TCO
!
Improved agent
productivity
