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GROUP 1

THE ALUXTEL CASE STUDY. GROUP 1 Arora Shweta | Betbeze Paul- Hadrien | Dong Naichang | Papoutsi Chrysanthi | Zeb Shafiqa. RICH PICTURE. 3. ROOT DEFINITION.

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GROUP 1

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  1. THE ALUXTEL CASE STUDY GROUP 1 AroraShweta | Betbeze Paul- Hadrien | Dong Naichang | PapoutsiChrysanthi | ZebShafiqa

  2. RICH PICTURE 3 Group 1

  3. ROOT DEFINITION A senior staff owned system (CRM) to respond to growing subscription rates and collect customer data by means of a set-top box and phone calls, in order to improve efficiency and increase profit. Group 1

  4. USE CASE – CUSTOMER PERSPECTIVE • Browsing products • Access to special offers • Order via set-top box and pay with credit card • Update details Group 1

  5. USE CASE – SALES OPERATOR PERSPECTIVE • Identify customer / Create new account → Single access • Integrated product information • Delivery and installation option • Customer profiling Group 1

  6. FEASIBILITY STUDY - 1/2 • TECHNICAL: • Cut-over plan shows how to get one clean database • Set-top box allows to display any information on TV • Remote allows full and simple interaction • LEGAL: • Establish new policies for data privacy • Secure data by encryption methods • ORGANIZATIONAL: • No real change to the organizational structure • Issue: decision process involves Sales and Mkting Group 1

  7. FEASIBILITY STUDY -2/2 • SOCIAL: • Project fosters renewed communication • Increases efficiency of various deptt  fast approval • New CRM will show latest products to every BU • Set-top box reduces calls  No lagging BU • ECONOMIC: • Creation of clean database  better customer targeting • No extra cost: customers already own a set-top box • Will increase call-centre efficiency • Competitive advantage for cross and up-selling packages • Better customer service Group 1

  8. CUT OVER PLAN Month 2 Month 3 Month 4 Month 5 Month 6 Month 1 Group 1 * All days are working days

  9. MOCK UP Group 1

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