Documentum in The Call Centre

1. Documentum inThe Call Centre Julian Still,Director,Mobistar Wim Demulder, PM, Mobistar Dave Robertson, Consultant, Envoque

2. Mobistar CorporateOverview • Mobile Telecom Operator in Belgium • 4 Years old • Owned by France Telecom • 2M Customers • Call Centres in Brussels and Ghent

3. Corporate Goals • Improve Customer Services and the Customer Experience • Increase the workload, maintain or reducing staff levels • No New CRM Solution - Cost and Operational Effectiveness

4. Application Overview • Capture all Incoming Email, Fax and Paper to the Mobistar Call Centre • Documentum is single repository for all data • Task based workflow implemented for around 600 call centre staff • 2500 concurrent workflows • Projected +300,000 documents per year

5. Pains • Paper faxes going missing • Scanning outsourced, 3 months late • No tracking of incoming email, fax or paper • Lots of paper around

6. Application Documentum Fax Dispatch Process Workflow CSD Repository Letter Scan & Dispatch Email Auto Decode Live Process View

7. Application • Faxing from VSI-FAX, Corporate Faxing Solution • Faxes dispatched manually or use forms recognition - Kofax VSI-FAX Documentum Customer Fax

8. Application • Letters Scanned via Kofax • Documents same route as faxes Kofax Scanners Documentum Customer Letter

9. Application User@domain.com maps to: Customer No - BSCS Agent - Portfolio SLA - Respond Time • Emails routed from Exchange to UNIX (Solaris) • Processing to automatically classify DocuMail Processor Documentum Inbound Email Outbound Email

10. Inbox Task view Classify Route Task Based Workflow • Once Agent get the Fax/Letter, Documentum Workflow used to route the request

11. Inbox (Classified) Task Respond Route Task Based Workflow - Email • Documentum Captures all Customer Inbound and Agent Outbound Email • All Email is classified against customers

12. Agent enters Customer Number The Call Centre View • High Speed Retrieval Required • Customer Calls - Where is my document Select Document Image View Search Times 2-3 Seconds Total Operation

13. Business Improvements • Faster Access • No Paper • KPI Monitoring • CRM Solution - Best In Class • Low Cost Implementation - Direct Consulting and Centre of Competence Created

14. Business Improvements • Current Paper System means up to 3 months delay on direct access to customer documents • No paper faxes lying on machines waiting to be handled. • Key Performance Indicators for Call Centre Performance are available - No need for secondary time tracking processes

15. Business Benefits • CRM Solution for a fraction of the cost - Using EDM can deliver much of a CRM Benefit • Customer History is tracked • Customer Experience can be determined • Using CC approach - M* Responsible for project control, technical resource imported

16. Supporting Mission Critical • Infrastructure and Desktop Design • Deployment • Backup and Security • Incremental Development - One bit at a time to the Big Bang

17. Deployment • Majority Desktop Client to 600 Desktops • New applications, DLLS downloaded via ICD built into DC • Apps driven through DC • DC delivered through remote installs • One off, since Documentum upgrades delivered through DC

18. Infrastructure • Sun E10000 300Gb 40Gb • Documentum 4i, Oracle 8i, RightSite on Solaris • Desktop NT Workstation 4.0 • UNIX/NT Connectivity via Samba and soon LDAP • Simple Docbase Federation arrangement

19. Backup & Security • Normal Oracle and Content backups • System offline at 22:00 to 23:00 daily • Content does not change - This fits well with regime

20. IncrementalDeployment • Documentum Apps delivered on small scope projects - Big Bang avoided • Control of applications and performance much easier - we start fast and remain fast • 3 Environments Development, Test and Production • Test Environment is copy of Production Environment • Business Signs off new releases of applications

21. More Info • Contact - • First Principles/Envoque Consulting • 00353 56 56 371 • dave.robertson@envoque.com