版權(quán)說明:本文檔由用戶提供并上傳,收益歸屬內(nèi)容提供方,若內(nèi)容存在侵權(quán),請進(jìn)行舉報或認(rèn)領(lǐng)
文檔簡介
CRMB2C&LocalB2B
ZTESolution
ExecutiveSummaryParis,le03/01/2014Version:V1.0ContentBackground&ChallengesZTEsolutionforanOrangeB2C&LocalB2BCRMZTEprojectapproachZTEsolutionHighlights&BenefitsZSmartSuccessStoriesOrangegroupislookingforaB2CandlocalB2BCRMsolutionthatcouldbeusedineachofitsaffiliates.Thissolutionmustcomplywith3levelsofrequirements:Corefunctionsapplicabletoalltheaffiliates;Advancedfunctionsapplicabletomaturemarket;AdditionalfunctionsforB2Blocalmarket.Severaldeploymentmodescouldbeconsidered:OnPremiseorinSaasMode:TheplatformishostedinOrangePremiseorhostedbythesupplier.Mono/Multi
organisations:TheaffiliatehasitsownCRMplatformortheplatformcouldbesharedbyseveralcountries.OurunderstandingofOrangerequirements(1/2)IntegrationtoSocialnetwork
Corporatecustomermanagement360°viewforCorporateSalesforceautomationOurunderstandingofOrangerequirement(2/3)
FunctionalscopeAdvancedindivudualcustomermanagementPersonalizationbasedonthecontactroleCustomerknowledgemanagementIntegrationtocontactchannels360°viewforindividualcustomersIndividualcustomermanagementCrosschannelInteractionmanagementCustomerTroubleticketMarketingcampaignexecutionSecuritySLA/KPImonitoringCorefeaturesMaturemarketLocalB2BmarketAdvancedfeaturesHighintegrationcapability:TheCRMsolutionwillpresentaunifiedviewofthecustomers:bydoingso,itwillhavetoputalltogethermanydatacomingfromvariousdatasources.
Highcustomizationcapability:TheCRMsolutionshouldallowtheaffiliatestolocalisetheCRMsolutioninseamlessway.Security:TheCRMsolutionshouldprovidesecurityfeaturestocontrolauthorisationonfunctionsanddata.ItshouldalsoprovidemechanismforsensitivedataprotectionPerformance:Thesolutionshouldsupportthefollowingsizing:
<1millioncustomers;from15to50simultaneousconnexions,From1to10millionscustomers;from50to250simultaneousconnexions,>10millionscustomers;>250simultaneousconnexions.OurunderstandingofOrangerequirement(2/3)
TechnicalContentBackground&ChallengesZTEsolutionforanOrangeB2C&LocalB2BCRMZTEprojectapproachZTEsolutionHighlights&BenefitsZSmartSuccessStoriesZTEproposesasolutioncomposedofZSmartCRMmodulespluggedonZSmart8.0Framework:CustomerCareforCustomermanagementandContactmanagement.Thismoduleincludesthe360°view.SPMforCustomerTroubletickets.SalesForceAutomationtomanageLead,OpportunityandDeal.CampaignmanagementtomanagetheCampaignexecution.Allthesemodulesshareasingleframeworkthatprovides:Auniquecentralizeddatabase;Administrationtoolstomonitortheplatform;Securitymanagementtocontroltheaccesstofunctionsanddata;AConfigurationtooltoadapttheplatformtothelocalrequirements.ZTEsolutionforOrangeCRMB2C&LocalB2B
ZSmart8.0suiteZTEsolutionforOrangeCRMB2C&LocalB2B
ZSmartCRMfeaturesUnifiedCustomerViewBuild&providecompletecustomerview(individual/corporatecustomer);Validatesdataandeliminatestheproblemsofinconsistentcustomerdata;ProvideUnifiedcustomerexperienceandUnifiedcustomercontactinterface.ComprehensiveMarketing&SalesSupportRealizewhole-processsaleschannelmanagement.Integratedchannelmanagement.Closedloopmanagementofmarketingandsales,supportcostandeffectevaluation,interactionbetweendifferentchannels.ComprehensiveCustomerServiceOne-stopservice.Voice,data,card,internet,content,3G,NGN…Personalizedservicereception.Scheduledservice,service-levelservice…Interactiveservicereception.Expiredservicereminding,salesopportunityreminding…Multi-channelservice.Businesscenter(commercialoffice),IVR,agent,selfservice,SMS,email…Sales&MarketingMakingannualsalesplanDesigningMarketingActivitiesExecutingMarketingActivitiesEvaluationActivityResultSales&MarketingMarketingPlanManagementMarketingCampaignsSales&OrderMgmtSalesManagementCustomerProfileMgmt.OrderManagementSalesSupportMgmt.SalesOpportunitySalesActivitySalesChannelsSalesTeamComprehensiveOrder
ManagementFosterCustomerRelationshipManageInteractiveActivityHandleServiceRequirementManageCustomerComplaintsEvaluation&RiskEliminationCustomerProfileUpdateManagecustomerSLA/QoSRetention&LoyaltyEnhancement360-degreeCustomerServiceCustomercontactServicerequest&responseSLA&QoSManagementCustomerManagementCustomerprofileupdateCustomerevaluationWorkflowFunctionalDomainZTEsolutionforOrangeCRMB2C&LocalB2BKeyElementsofCRMServiceSupportCRMprovidesfront-officeservicesupportforpre-sale,on-saleandafter-salephasesCustomerAcquisitionCustomerServicesCustomerRetentionZTEsolutionforOrangeCRMB2C&LocalB2B
ZSmart8.0Framework BusinessObjectdesignis
guidedbyTMFSIDmodel,enrichedforimplementationpurposeBPMN2.0CompliantRulerepositoryandcomponentlibraryintegrationZSmart8.0Frameworkincludesasetoftoolstomaximizetheconfigurationandminimizethesoftwarechanges.Itwillallowaseamlesslocalisationtoeachcountryspecificity.
ZTEsolutionforOrangeCRMB2C&LocalB2BFlexible
BusinessProcessPlatformIndependentWorkflowEngineGUI-basedtooltodefinebusinessflowDispatchacrossdifferentFlowInstancesExternalservicecomponentscanbepluggedinbusinessflowZTEsolutionforOrangeCRMB2C&LocalB2BLeverageCRMCapabilities(TCO/TTM)
WitharealintegratedsolutionZTEsolutionforOrangeCRMB2C&LocalB2B
IntegrationfacilityinZSmart8.0frameworkZTEsolutionforOrangeCRMB2C&LocalB2B
IntegrationFramework-PortalIntegrationZTEsolutionforOrangeCRMB2C&LocalB2B
IntegrationFramework-ServiceIntegrationZTESoftZTEsolutionforOrangeCRMB2C&LocalB2B
IntegrationFramework-DataIntegrationExternalSystemExtractionTransformation
LoadingModelingDatabaseDaily,MonthlyInterfaceprocessingDataQualityETLMetadataUnifiedCustomerViewComprehensive&UnifiedCustomerViewRawData:Customer,Product,Marketing,Event,Revenue,Resource,Network,Sale,ServiceQuality.ModelingComprehensive&UnifiedCustomerViewCRMcentralDatabaseProductCatalogueOrderMgmt.Billing……IsitreallyaDatawehouse?ZSmartCRMTypicalBusinessProcess
-eProcessChannelsCustomerRequestCustomerInterfaceMgmt.RequestIdentificationCustomerCareInteractionZSmartPositionBPMHandlingOrderHandlingTroubleTicketHandlingBillDisputeInformationInquiryExternalITsystemOrderEntryTechnicalTTBillAdjustmentServiceHandlingArchivingInteractionArchivingNotificationZSmartCRMTypicalBusinessProcess
-CampaignExecutionProcessCampaignDesignCampaignDefinition&DesignCampaignExecutionAnalyzingCustomerInterfaceMgmtFileBasedLoadingExecutionInteractionCustomerResponseBICampaignResultCampaignAnalysisNewRoundCampaignInputContextZSmartPositionZSmartCRMTypicalBusinessProcess
-SalesForceAutomationProcessChannelLeadCustomerInterfaceLeadCaptureSFAInputLeadAnalysisSFAWorkflowHandlingInteractionCustomer/FleetMgr.ResponseLeadtoCasheProcessNewRoundCampaignContextZSmartPositionBPMSFAArchivingZTEcouldproposeimmediatelyonpremisemodeeitherinmonoorganisationormulti-organisations.SaaSmode:ZTEisimplementingtheSaaSmodeontheZSmartsuite:PrivateSaaSmodecouldbeconsideredinshorttermeventhoughpricingisstillunderconstruction.PublicSaaSmodeisincludedinroadmap,inthe8.1version. ZTEcouldorganiseaworkshopwithOrangetopresentwhatwouldbetheSaaSmode.ItcouldbetheopportunitytotakeintoaccountOrangeconstraint.ZTEsolutionforOrangeCRMB2C&LocalB2BDeploymentmodeContentBackground&ChallengesZTEsolutionforanOrangeB2C&LocalB2BCRMZTEprojectapproachZTEsolutionHighlights&BenefitsZSmartSuccessStoriesZTEapproach–BuildanOrangebaselineOrangeCRMbaselinewillbebuiltapplyingthefollowingprinciples:usetheoutoftheboxfunctionsasmuchaspossible.definethescopebydeltawithwhatwasalreadydeployedinthecountriesinsteadofstartingfromawhitepage.
StandardizetheInterfacelayertominimizetheinterfaceimplementation.tohomogenizethetechnicalplatforms(HW,securityrules….)Orangebaselinewouldbebuiltiteratively:ThefirstOrangebaselinewillbebuiltonthefirstcountryscopebasedontheRFIrequirements.TheOrangebaselinewouldbeenrichedwiththenextcountryscopeandsoon.Maximizetheglobalcoverage,minimizelocaladaptation. ToacceleratethedeploymentoftheZSmartCRMsolution,ZTEproposesOrangetobuildanOrangeCRMbaselinethatwillmutualizethecustomizationandintegrationwhilekeepingahighleveloflocalisationthankstotheconfigurationcapabilityofZsmartframework.framework.CRMB2C&LocalB2BProjectDeliveryApproach
BaselinebuiltZSmartCRMprojectwilldependonOrangedeploymentroadmap.IncaseOrangewouldliketodeploythefullscopefirst,ZTEproposesthefollowingphasedapproach:CRMB2C&LocalB2BProjectDeliveryApproach
ProjectplanLot1.aLot1.bLot2Lot3ThinkingBuildingDelivery&RunY1Q1Y1Q2Y1Q3Y1Q4Y2Q1Y2Q2ThinkingBuildingDelivery&RunThinkingBuildingDelivery&RunThinkingBuildingDelivery&RunFunctionalarchitecture:AnalysethesolutionfromanEndtoEndpointofviewtoidentifyclearlyscopeoftheZSmartCRMSolutionanditsinteractionwiththelegacyIS.Gapanalysis:identifythemaingapsbetweenOrangerequirementsandZSmartearlyintheproject.Itisusuallyaonemonthactivity.Changemanagement:Identifytheimpactsonthebusinessprocessesearlyintheprojecttoanticipateachangemanagementplan.ZTEmethodologyforB2CandLocalB2BCRMAscopingphasetominimizethecustomizationandanticipatethechangesontheprocessesZTEwouldworkwithalocalpartnertosetupafunctionalteamtomanagetheseactivities.ZTEhasthewillingnesstoworkwithpartnertodelivertheOrangeCRMsolution:to
build
joint
team
to
deliver
the
project
and
drivebusiness
transformationWhile
business
transformation
is
foreseen
as
a
SIsResponsibility,Solutiondeliverymayfollow3models:ZTE
is
fully
responsible
for
solution
delivery,
no
SI.SI
partner
is
responsible
for
the
solution
delivery,
ZTE
beingSoftware
editor.ZTE
is
prime
contractor
with
SI
partner
embedded
in
the
projectteam
on
specific
activities
(e.g.
customer
facing
activities)CRMB2C&LocalB2B
ProjectDeliveryApproachZTEApproach:Regionalhubs(1/2)Regionalskillcenterwouldbesetup
Stableteamsthatsharethecountries’sbusinessknowledge.Forbetterreactivity(onasametimeslot)Theseteamwouldactlocallyondemand:BusinessrequirementscopingLocalassistanceMaintenanceTrainingItwouldremotelytakecareof:ChangerequestfollowupSystemconfigurationSharedManagedservices(Requestmanagement,Platformmonitoring,Reporting…)IfOrangehasacleardeploymentroadmap,ZTEcouldsetupapermanentteamnearbytheCountriesandaprogrammanagementfortransversalgovernance.ZTEApproach:Regionalhubs(2/2)LocalProjectTeamCustomerLocalTeamsConductRequirementanalysisHoldinglocalbusinessworkshopsIdentificationoflocalgaps(legal)LeadtheRealizationphasewiththehelpoffactoriesLocalIntegrationtestingTrainthetrainer,acceptancesupportCutover,Go-LiveandpostgolivesupportOrangeCorporateTeamTestingFactory(RegionalTeam)DatamigrationFactory(RegionalTeam)DevFactory(RemoteTeam)TrainingFactory(RegionalTeam)Drivecountryrollouts:LocalchangerequirementsAcceptanceEndusertrainingPostGO-LIVESupportPreCustomizationSystemLocalizedandCustomizedSolutionFoundationTests
CoresystemsolutionreferentsProvideDataGatheringtemplatesandDataQualityevaluationProvideDataConversionserviceUploaddataEarlySystemTestingBuildinglocalinterfacesAdaptationofreportstolocalDevelopmentsofspecificlocalgapsLocalize/maintaintrainingmaterialsPreparetrainthetrainerenvironmentSupportend-usertrainingTranslationasrequiredConfigurationFactory
(RegionalTeam)OptimizedcollaborationbetweenRemoteteamandRegionalteamContentBackground&ChallengesZTEsolutionforanOrangeB2C&LocalB2BCRMIntegrationinOrangeEcosystemZTEprojectapproachZTEsolutionHighlights&BenefitsZSmartSuccessStories
ZTEsolutionHighlights&Benefits1AFrameworkbuiltforintegrationZSmart8.0frameworkprovidesallthefacilitiesto
溫馨提示
- 1. 本站所有資源如無特殊說明,都需要本地電腦安裝OFFICE2007和PDF閱讀器。圖紙軟件為CAD,CAXA,PROE,UG,SolidWorks等.壓縮文件請下載最新的WinRAR軟件解壓。
- 2. 本站的文檔不包含任何第三方提供的附件圖紙等,如果需要附件,請聯(lián)系上傳者。文件的所有權(quán)益歸上傳用戶所有。
- 3. 本站RAR壓縮包中若帶圖紙,網(wǎng)頁內(nèi)容里面會有圖紙預(yù)覽,若沒有圖紙預(yù)覽就沒有圖紙。
- 4. 未經(jīng)權(quán)益所有人同意不得將文件中的內(nèi)容挪作商業(yè)或盈利用途。
- 5. 人人文庫網(wǎng)僅提供信息存儲空間,僅對用戶上傳內(nèi)容的表現(xiàn)方式做保護(hù)處理,對用戶上傳分享的文檔內(nèi)容本身不做任何修改或編輯,并不能對任何下載內(nèi)容負(fù)責(zé)。
- 6. 下載文件中如有侵權(quán)或不適當(dāng)內(nèi)容,請與我們聯(lián)系,我們立即糾正。
- 7. 本站不保證下載資源的準(zhǔn)確性、安全性和完整性, 同時也不承擔(dān)用戶因使用這些下載資源對自己和他人造成任何形式的傷害或損失。
最新文檔
- 美容、護(hù)膚、護(hù)發(fā)產(chǎn)品相關(guān)行業(yè)投資規(guī)劃報告
- 加氣柱相關(guān)項(xiàng)目投資計(jì)劃書范本
- 空調(diào)過濾網(wǎng)相關(guān)項(xiàng)目投資計(jì)劃書
- 3-5-Dimethylphenol-d6-生命科學(xué)試劑-MCE
- 2-3-Dipalmitoyl-sn-glycero-1-phosphocholine-99-D-DPPC-99-生命科學(xué)試劑-MCE
- 人音版 音樂五年級上冊第1課 朝夕 漁舟唱晚 教案
- 專項(xiàng)素養(yǎng)鞏固訓(xùn)練卷(六) 電學(xué)綜合計(jì)算教學(xué)設(shè)計(jì) 2024-2025學(xué)年教科版物理九年級上冊
- 統(tǒng)編海上日出課件
- 準(zhǔn)備單元 倒立的小丑 教學(xué)設(shè)計(jì) -2024-2025學(xué)年科學(xué)三年級上冊大象版
- 災(zāi)情統(tǒng)計(jì)工作匯報
- 排球比賽成績小組記分表
- 水產(chǎn)微生物與疾病學(xué)實(shí)驗(yàn)(20155)
- 植物的逆境生理
- 農(nóng)村土地承包經(jīng)營權(quán)確權(quán)登記的困境及制度完善
- 部編版二年級上冊語文 2.《我喜歡的玩具》ppt 公開課課件
- 上消化道出血的護(hù)理.ppt
- 二年級上口算題卡加減乘法混合打印版
- 陵水縣基準(zhǔn)地價表
- 路基回填土技術(shù)交底
- 江西發(fā)展人工智能推動高質(zhì)量跨越式發(fā)展的路徑和對策研究
- 怎樣做好深度學(xué)習(xí)的四個環(huán)節(jié)
評論
0/150
提交評論