Deliver Tangible Business Results with Siebel Commerce Applications? Yes, You Can!

1. Deliver Tangible Business Results with Siebel Commerce Applications? Yes, You Can! Liah Vazana Sales and Service Business Processes Department Manager Partner Communications

2. Bringing Benefits to Your Organization… Improve TTM by 60% Reduce 50% of Average Process Duration Provide One Stop Shop Reduce Average Training Time by 10% Support Business Rules and Regulation Increase Cross Sales

3. Agenda Market & Business Background Project Purpose & Scope Methodology Challenges Business Benefits: From Dream to Reality Technology Perspective

4. Market & Business Background

5. The Israeli Communications Market 5 Major Companies Market Saturation Quad-Play Heavy Regulation It’s a highly competitivemarket!

6. Partner Vision To lead the Israeli telecommunications market using a different marketing approach, supplying quality service and innovation in technology, for the benefit of our customers, shareholders and employees. Leadership & Innovation in Technology One-stop Comm. Company Customer Centric Dual Branding Operational Excellence

7. For Example: 80,000Contact Center Calls Answered by IVR 10,000Visits to our Sales and Service Centers 30,000Unique Log-ins to our Self-Service Site Customer Interactions More than 200,000dailyinteractions with our customers

8. Using 5 systems for sales and service processes CSR Work Complicated | Slow | Unpredictable due to unstable systems Response to New Market Needs Limited | Slow Self Service Partially prepared for IT Operations Complex Motivation We have to do something…

9. Project Purpose & Scope

10. CSR will work in one system while Customers will have access to comprehensive Self-Servicesystem Simple Fast Innovative Stable ONE Project - Vision

11. Project Phases # 0.5 Manage Business Opportunities - Open UI 1 # Consolidate Sales Processes for B2C and Small B2B Expose Sales Processes for B2C to Self Service # 1.5 2 # Consolidate Customer Care Processes 3 # Consolidate Sales and Customer Care Processes for Large B2B

12. # 0.5 - Business Opportunities • Tools for Management for Large B2B Customer: • Consolidated, Standardized Information for Existing Customers • Opportunities for Potential Customers • Summary Display for Management Use You always need something to look forward to...

14. # 1 - Sales Processes for B2C • 1.2 M Customers Consumers& Small Business Customers • 85 Processes Activate/Create & Modify Assets Processes • 4 Lines of Business Cellular | ISP | VOB | Devices & Warranty • Data Migration 70M Products & Services • Product Portfolio 4,500 Products, Services & Rules

15. ConsolidateOrder Management Process in One System Improve the SystemLook and Feel IntuitivelyNavigate the CSR in the Process Expandthe Sales Capabilities Start all Processes from One View Maintain Data Consistency AmongSystems Expose Business Logic & Product Catalog from One Source Principles

16. Cockpit All the information you need in one place

17. Sales Order

18. Methodology

19. Methodology • Redefine the Business Processes Simplification • DesignE2E Processes with Oracle Consulting Architecture Team High level design Analysis • Leverage Oracle Consulting and Cognity Best Practices Development Modeling product catalog • Model Product Catalog in Coordination with Siebel Product Managers Migration Testing Training Go Live

20. Challenges

21. Challenges Dual Processes Product Portfolio Complex Development Business Logic Production Freeze Perception Duration Technology Business Business Change Cut Over Efficiency Support System Migration Phases Attention of Organization

22. From Dream to Reality ...I have a dream

23. Users Perception Week 1 Week 2 Week 4 Week 3 High level of control Medium level of control Insufficient level of control

24. GSM Activation Equipment Sale ISP & VOB Activation Deal Cancellation Change Rate Plan Change Number Win Back Relocation Average Processes Duration 8 min 10 min 25 min 30 min 2 min 4 min 27 min 10 min

25. GSM Activation Equipment Sale ISP & VOB Activation Deal Cancellation Change Rate Plan Change Number Win Back Relocation Average Processes Duration 4 min 5 min 6 min 2 min 1 min 2 min 3 min 2 min 50% 73% 76% 93% 50% 50% 92% 75%

26. Create Dedication Choose the Right Partners Secure Business Involvement Upfront Decommission Legacy Systems Minimize the Gap Time between Project Phases Prepare Business for Go Live Prepare Operational Processes for the Day After

27. How Did Technology serve it? Penelope Mantzari Sales Consulting Manager Cognity S. A.

28. Project Management Challenge

29. Project Execution

30. Achievements Improve TTM • Use Promotions • Keep Configurator constraints to minimum • Implemented Mass Promotion Edit Tool for Product Administrators Support Business Rules and Regulation • Use Eligibility & Compatibility Rules • OCS Extended E&C Rules Framework Reduce Average Process Duration • Use Task Based UIs for all OM Processes • Use of Configurator inside Task UI • Achieved good performance - Configurator opens in less than 4sec

31. Achievements Support Self Service • Use OOTB Web Services for integration with external channels • Performance achieved: 1 sec – 7 sec for synchronous validations Expand Business Capabilities • Support new functionality: • Follow-on orders • Revision orders • Promotion Groups • Time based Offers and Future Requests • Multiple Orders per Customer and Subscription Minimize Business Disruption • Final Migration execution in less than 24 hr • Zero down-time since the beginning • System stabilized in one week, while standard is 3 months

32. Questions ? Liah Vazana Liah.vazana1@orange.co.il Penelope Mantzari pmantzari@cognity.gr