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Coheris – CSC Partnership

Coheris – CSC Partnership. Case Studies. L’AUXILIAIRE DU BATIMENT Sales processes re-engineering and SFA solution implementation based on J2EE ConsoWeb. CONTEXT

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Coheris – CSC Partnership

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  1. Coheris – CSC Partnership Case Studies

  2. L’AUXILIAIRE DU BATIMENTSales processes re-engineering and SFA solution implementation based on J2EE ConsoWeb CONTEXT • Auxiliaire, a benefit society created in 1863, is specialized in insurances and construction sectors. This company insures persons (CEO and staff), goods, responsibilities of people and jobs involved with building and construction. It covers the risks related to professional life as well as personal life • CSC has worked on both, business in order to optimize the follow-up of prospects, IARD inspectors clients, Life Advisors, and the IT solution by the complete implementation of ConsoWeb for its sales force. The project is on-going, national roll-out is spanned over the 1st quarter 2003 CSC ROLE • CRM IT solution choice (ended up to ConsoWeb) • Technical architecture definition and data transfer • ConsoWeb customizing and specifics developments. Functional areas covered are : • Customer/prospect database creation, from existing files within the company • Marketing campaigns management • Management of contracts, timetables for inspectors • Management of links between prospects, clients (both « moral » and « physical » • Reporting and monitoring • Tests and validation, skills transfer and training RESULTS • Fast implementation of a real functional tool over the pilot areas in order to validate «shopfloor» requirements • Commercial activity monitoring with reliable KPI • Sales procedures harmonization • Improvement of definition, planning and marketing campaigns follow-up

  3. PORTAIL SANTEImplementation of Conso+ for a new common customers service heath portal CONTEXT • A major French telecom operator consolidates its service offer for heath professional throughout a web site. CSC Peat Marwick has been chosen to assist the development of the website and order/invoicing processes • CSC is also in charge of the implementation, of a new clients service gathering the different existing services, using the Conso+ solution CSC ROLE • Requirements gathering in terms of customer services, and the organization to be created • Writing of detailed specifications (Conso+ customizing, business processes definition, interfaces development with the customer portal) • Assistance for the implementation • Writing of documentation (mails, letters) to be integrated in the tool • Technical and functional tests and validation • Organization and roll-out • Planning and risks management RESULTS • Project suspended due to financial difficulties of the operator

  4. LIGNE CLAIREAssistance for the implementation of a heath and socialinformation platform CONTEXT • 3 insurance companies from public sectors decided to create a common heath and social call-center in order to deliver information : • Dental and optical quotationanalysis • Members information delivery about their guarantees • Heath and social information • Orientation towards heath professional institutions and social services offices • Particularity : 3 millions customers to be managed in the CRM tool CSC ROLE • Splitting of the project into 14 : • Insurances Information Systems • IT architecture platform • Calls • Customer relationship management • Subcontractors database • Principles and management rules : information and heath/social orientation, calculation of dental and optical settlements, conventions with heath professional institutions • Activity monitoring and reporting • Human resources • Communication • Law • Logistics • Assistance for the implementation • Prototype qualification before the roll-out RESULTS • A heath and social information platform located at Rilleux-la-Pape (69) • Good IT performances despite the large size of databases

  5. INTERNETSTART-UP Definition and implementation of a CRM division (Before-sales, Sales Management, After-sales) CONTEXT • This start-up delivers services throughout an internet platform, for international events/expositions organizers • Given the on-growing number of potential customers (thousands), this company wants to define its major CRM axis and to implement an IT solution • Implementation of an after-sales cell, to assist exhibitors for their virtual stands definition/creation on internet • Definition and launching marketing campaigns with a mass-mailing tool (letters, e-mails) • Prospects and customers qualification and follow-up CSC ROLE • Processes : • Description of customers processes based on customer life cycle analysis. For each of the processes, workshops animation with people from marketing and commercial directions • Writing of requirements for CRM tool, phoning (ACD, IVS), interfaces with existing databases • Phoning : • Management rules definition (ACD, IVS) • PCBX customizing assistance • Assistance for the ACD and ISV implementation • Conso+ tool : • Translation of processes into Conso+ procedures • Conso+, Script modules and CTI customizing • Writing of documentation (mail, letters) to be integrated in the tool • Tests : • Functional tests of Conso+ procedures • Technical tests • Call Center go-live assistance • Training : • Training of Conso+ users • Training of administrators in charge of the update of Conso+ procedures and customizing RESULTS • CRM procedures implementation throughout Conso+ implementation in 3 months • Call-center customizing and implementation • An internal CRM manager able to maintain and upgrade the system

  6. LA POSTEDefinition and implementation of a new customer service :Colissimo Tracking CONTEXT • The Direction of Grand Public wants to consolidate its product offer in order to re-enforce its market position. It wants to implement a tracking system for Colissimo packages according to the best practices CSC ROLE • Gathering of requirements in terms of customers service offer and definition of a target organization • Writing of request for proposal (phoning, CRM tool, interfaces with ELIT in charge of products tracking) • Assistance in the choice of technical architecture, tools (Conso+ for CRM) • Validation of detailed functional requirements • Functional and technical tests • Organization and roll-out • Planning and risks management RESULTS • A project under control (costs, planning, quality) • A new customer service offer same as the targeted one and which is operational • A new state of the art offer delivered

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