ݺߣ

ݺߣShare a Scribd company logo

Levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009

•Download as PPT, PDF•
•
Geoffrey Mobisson
Geoffrey Mobisson

The document discusses Bright House Networks' (BHN) need for an enterprise customer relationship management (CRM) system to handle its rapid growth. It describes BHN's challenges with scaling its existing fragmented systems. The proposed solution is to implement SugarCRM as an enterprise customer information system (ECIS) to consolidate customer, contract, service and other data. Key benefits of SugarCRM include flexibility, low cost of ownership, and ability to integrate with other BHN systems. Levementum will provide implementation, customization, support and training services to help ensure project success.

1 of 20
Downloaded 17 times
Copyright © 2007, Levementum LLC. Proprietary and Confidential Bright House Networks – CRM for Telecommunications, Utilities and Cable/Digital MSOs October 2009
Agenda About Bright House Networks The Bright House Challenge…why ECIS? Why SugarCRM? ECIS - Modules ECIS – Costs ECIS – Support About BHN’s partner, Levementum Copyright © 2007, Levementum LLC
Bright House Networks Privately held – Advanced/Newhouse Communications Bright House Networks employs over 6,000 personnel in Florida Servicing over 3 million households in Central Florida 1.9 Million Video customers 900,000 High speed data customers 230,000 Digital Voice customers Bright House Networks owns and operates two Central Florida news channels Central Florida News 13 – Orlando, Florida Bay News 9 – Tampa, Florida Copyright © 2007, Levementum LLC.
Key Commercial Offerings Commercial Business Solutions- “ High Capacity ” services utilize Bright House’s Network high availability fiber plant. Dedicated Access Dedicated Internet Access Tele-worker Solutions Metro Ethernet Private Line Networking Point to Point Point to Multi-Point Bundled with Dedicated Access Copyright © 2007, Levementum LLC.
The Bright House Challenge Bright House’s Growth! Organic growth of the customer base through existing service offerings Rapid growth (and change) through delivery of new services Growth creates the fundamental problem….the “Scaling Challenge” How do we integrate processes to eliminate the inefficiencies of “over-the-wall” communication How do we establish a common and consistent definition of the customer , and that customer’s interactions with Bright House As the customer base grows and services expand, how do we consolidate the various systems that serve BHN departments in inconsistent ways? Copyright © 2007, Levementum LLC Sales Contracts Construct- ion Service Delivery Billing Support Account Management Contact Management Location Management Service & Equipment Cost Management iCOMS integration Cases Remedy Integration Workflow Service Orders Related Services ROI and IRR Targets Customers Leads Opportunities ROE Construction Fibre Workflow Construction Notifications
The Bright House Challenge….The Goals Copyright © 2007, Levementum LLC Construction BHN Regional Improve Visibility into Demand Improve Visibility into the Sales Process Eliminate ambiguities with Contracts and SLAs Monitor and measure ROI and IRR Manage complexities of Construction process Provide a consistent customer/location definition! Integrate with Remedy and Custom Care Applications Integrate with ICOMS and Billing Applications Customer Phone Fax Mail Attachment E-Mail Billing Customer Support BHN Corporate Phone Mail Fax Attachment Phone Mail Fax E-Mail Attachment E-Mail Phone E-Mail Mail Fax Attachment Phone Mail Fax E-Mail Attachment EMS/ CEM Customer Location
The Solution? ECIS! Conclusions An enterprise class CRM needed as the core of the “ Enterprise Customer Information System ” Solution must scale at low cost Solution must allow for deep customizations to fit unique BHN needs Solution must deliver low Total Cost of Ownership Prescriptive Training & Adoption Programs are critical An ongoing support plan to minimize impacts on IT Actions Evaluate multiple platforms Establish the “Control of Our Destiny” as the primary requirement Control of cost Control of deployment options Control of customization plan Control of integration Find a partner with extensive experience implementing CRM “as a platform for process integration and improvement” Align key organizations within BHN Align Bright House University Copyright © 2007, Levementum LLC
Why is SugarCRM right for Bright House? Excellent match of standard modules to needs Open source application framework enables creation of detailed custom modules for Bright House Networks specific needs Easy to embed critical business processes using Sugar Workflow Web Services framework (SugarSOAP) that enables integration with 3 rd party applications (Remedy, iCOMS) Fast customizations through Sugar Module Builder High user adoption due to flexible AJAX User Interface (utilizes the Yahoo User Interface Library) Lowest Total Cost of Ownership 65% lower cost than Salesforce.com 75% lower cost than NetSuite >65% lower cost than Siebel Subscription versus Perpetual Licensing (dramatically lower initial outlay) Excellent scalability at low cost (utilizes MySQL, SQLServer or Oracle as a back end) Open Source standards minimize IT costs, as system is deployable on most hardware and OS, including Windows or Linux. Deployment flexibility (On-Demand/Hosted or On-Premise/Local)…can be different for various BHN regions Copyright © 2007, Levementum LLC
Strategic Reasons for adoption of SugarCRM Control of Your Own destiny Bright House is a “CAN DO!” company! Ease of Customization Change is a constant in MSO/Telco! Safety of Customization Desire to add features while keeping TCO low! Scalable Architecture MVA plus mySQL/SQLServer/Oracle No SAAS Lock-In We want to choose…SAAS, On-Premise, or a Blend! Copyright © 2007, Levementum LLC
ECIS SugarCRM Modules Copyright © 2007, Levementum LLC Standard Modules 5.1 Quoting Customer Newsletters Marketing Campaigns Advanced Project Management Case Knowledgebase Microsoft Outlook Integration Microsoft Word Integration Leads Opportunities Accounts Contacts Cases & Support Activities & Tasks Document Management Workflow, Alerts & Notifications Account Locations (multi-location customers Service Orders Contracts Construction Customized Reporting Remedy Integration Initial iCOMS synch Voice/ IP Trunking Module Standard Modules Custom Modules Invoicing iCOMS Integration Additional enhancements… Custom Modules
ECIS Modules: Accounts and Locations Account module provides complete visibility of customer its locations, contacts, relevant contracts and services, etc! Copyright © 2007, Levementum LLC
ECIS Modules: Service Orders, Equipment & Services Manage details on all Contracts and Service Orders, and manage associated equipment and services delivered Copyright © 2007, Levementum LLC
ECIS Modules: Construction Manage the complex construction process from ROE to Service Start. Deliver alerts and notifications throughout the process to reduce cycle times Copyright © 2007, Levementum LLC
ECIS Modules: Workflow Workflow is used to automate process and deliver notifications at critical times. The following are Automatic Billing & Construction Complete Notifications Copyright © 2007, Levementum LLC
ECIS Costs & Configuration Licenses for Bright House Orlando & Tampa License Count: 100-200 User License Software Configuration LAMP Apache MySQL 5.0 Red Hat Enterprise Hardware Configuration HP-DL380 Dual Processor, 4GB RAM Mirrored 36GB Copyright © 2007, Levementum LLC
ECIS Support ECIS Support currently provided remotely by Levementum Support Service (Monthly) Weekly Backups with Restoration Plan Free Upgrades to latest SugarCRM patches Development Service (Quarterly) Quarterly bank of hours for custom development, training, custom reports, and support (All Tiers) Copyright © 2007, Levementum LLC
Keys to ECIS Project Success Disappoint the Customer a Little Every Day Identified the key agents of change (and agents of pain), and set expectations constantly. How? By ratcheting the expectations down slowly. Don’t overpromise. Talk, Communicate..and talk some more Communicate as often as possible. Leveraged internal artifacts (newsletters). This was not a skunk-works project. Prescriptive Training Using SugarCRM’s materials as a baseline, we customized the training to fit the process. Deliver training & classes in a prescriptive and focused way (and do as much as possible face-to-face ) Continuous Knowledge Delivery Developed an in house training program with Bright House University to deliver training on an ongoing basis Copyright © 2007, Levementum LLC
About Levementum Founded 2004 Added SugarCRM service line 2005 (v3.5.1) Added Model N service line 2006 Mission: Help companies drive “world class” Operations, Revenue & Margin results by breaking down business complexity and deploying Open Source Information Technology and Process Solutions Company Information Offices: Chandler, Arizona Sydney Australia Jersey City, New Jersey Atlanta, Georgia Portland, Oregon Copyright © 2007, Levementum LLC
About Levementum Bringing Open Source to the Enterprise Two Primary Service Lines SugarCRM (Open Source CRM) Officially a “Gold Partner” of SugarCRM since 2005 Services: Consulting Training Hosting Development, Integration and Intelligence Compiere (Open Source ERP) Officially a “Compiere System Integration Partner” Services Consulting Training Development, Integration and Intelligence Copyright © 2007, Levementum LLC
Questions Contact Us Geoffrey E. Mobisson Director of Technical Services Levementum 88 S San Marcos Drive Chandler, AZ 85225 (480) 234-3993 [email_address] Copyright © 2007, Levementum LLC.

More Related Content

Levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009

  • 1. Copyright © 2007, Levementum LLC. Proprietary and Confidential Bright House Networks – CRM for Telecommunications, Utilities and Cable/Digital MSOs October 2009
  • 2. Agenda About Bright House Networks The Bright House Challenge…why ECIS? Why SugarCRM? ECIS - Modules ECIS – Costs ECIS – Support About BHN’s partner, Levementum Copyright © 2007, Levementum LLC
  • 3. Bright House Networks Privately held – Advanced/Newhouse Communications Bright House Networks employs over 6,000 personnel in Florida Servicing over 3 million households in Central Florida 1.9 Million Video customers 900,000 High speed data customers 230,000 Digital Voice customers Bright House Networks owns and operates two Central Florida news channels Central Florida News 13 – Orlando, Florida Bay News 9 – Tampa, Florida Copyright © 2007, Levementum LLC.
  • 4. Key Commercial Offerings Commercial Business Solutions- “ High Capacity ” services utilize Bright House’s Network high availability fiber plant. Dedicated Access Dedicated Internet Access Tele-worker Solutions Metro Ethernet Private Line Networking Point to Point Point to Multi-Point Bundled with Dedicated Access Copyright © 2007, Levementum LLC.
  • 5. The Bright House Challenge Bright House’s Growth! Organic growth of the customer base through existing service offerings Rapid growth (and change) through delivery of new services Growth creates the fundamental problem….the “Scaling Challenge” How do we integrate processes to eliminate the inefficiencies of “over-the-wall” communication How do we establish a common and consistent definition of the customer , and that customer’s interactions with Bright House As the customer base grows and services expand, how do we consolidate the various systems that serve BHN departments in inconsistent ways? Copyright © 2007, Levementum LLC Sales Contracts Construct- ion Service Delivery Billing Support Account Management Contact Management Location Management Service & Equipment Cost Management iCOMS integration Cases Remedy Integration Workflow Service Orders Related Services ROI and IRR Targets Customers Leads Opportunities ROE Construction Fibre Workflow Construction Notifications
  • 6. The Bright House Challenge….The Goals Copyright © 2007, Levementum LLC Construction BHN Regional Improve Visibility into Demand Improve Visibility into the Sales Process Eliminate ambiguities with Contracts and SLAs Monitor and measure ROI and IRR Manage complexities of Construction process Provide a consistent customer/location definition! Integrate with Remedy and Custom Care Applications Integrate with ICOMS and Billing Applications Customer Phone Fax Mail Attachment E-Mail Billing Customer Support BHN Corporate Phone Mail Fax Attachment Phone Mail Fax E-Mail Attachment E-Mail Phone E-Mail Mail Fax Attachment Phone Mail Fax E-Mail Attachment EMS/ CEM Customer Location
  • 7. The Solution? ECIS! Conclusions An enterprise class CRM needed as the core of the “ Enterprise Customer Information System ” Solution must scale at low cost Solution must allow for deep customizations to fit unique BHN needs Solution must deliver low Total Cost of Ownership Prescriptive Training & Adoption Programs are critical An ongoing support plan to minimize impacts on IT Actions Evaluate multiple platforms Establish the “Control of Our Destiny” as the primary requirement Control of cost Control of deployment options Control of customization plan Control of integration Find a partner with extensive experience implementing CRM “as a platform for process integration and improvement” Align key organizations within BHN Align Bright House University Copyright © 2007, Levementum LLC
  • 8. Why is SugarCRM right for Bright House? Excellent match of standard modules to needs Open source application framework enables creation of detailed custom modules for Bright House Networks specific needs Easy to embed critical business processes using Sugar Workflow Web Services framework (SugarSOAP) that enables integration with 3 rd party applications (Remedy, iCOMS) Fast customizations through Sugar Module Builder High user adoption due to flexible AJAX User Interface (utilizes the Yahoo User Interface Library) Lowest Total Cost of Ownership 65% lower cost than Salesforce.com 75% lower cost than NetSuite >65% lower cost than Siebel Subscription versus Perpetual Licensing (dramatically lower initial outlay) Excellent scalability at low cost (utilizes MySQL, SQLServer or Oracle as a back end) Open Source standards minimize IT costs, as system is deployable on most hardware and OS, including Windows or Linux. Deployment flexibility (On-Demand/Hosted or On-Premise/Local)…can be different for various BHN regions Copyright © 2007, Levementum LLC
  • 9. Strategic Reasons for adoption of SugarCRM Control of Your Own destiny Bright House is a “CAN DO!” company! Ease of Customization Change is a constant in MSO/Telco! Safety of Customization Desire to add features while keeping TCO low! Scalable Architecture MVA plus mySQL/SQLServer/Oracle No SAAS Lock-In We want to choose…SAAS, On-Premise, or a Blend! Copyright © 2007, Levementum LLC
  • 10. ECIS SugarCRM Modules Copyright © 2007, Levementum LLC Standard Modules 5.1 Quoting Customer Newsletters Marketing Campaigns Advanced Project Management Case Knowledgebase Microsoft Outlook Integration Microsoft Word Integration Leads Opportunities Accounts Contacts Cases & Support Activities & Tasks Document Management Workflow, Alerts & Notifications Account Locations (multi-location customers Service Orders Contracts Construction Customized Reporting Remedy Integration Initial iCOMS synch Voice/ IP Trunking Module Standard Modules Custom Modules Invoicing iCOMS Integration Additional enhancements… Custom Modules
  • 11. ECIS Modules: Accounts and Locations Account module provides complete visibility of customer its locations, contacts, relevant contracts and services, etc! Copyright © 2007, Levementum LLC
  • 12. ECIS Modules: Service Orders, Equipment & Services Manage details on all Contracts and Service Orders, and manage associated equipment and services delivered Copyright © 2007, Levementum LLC
  • 13. ECIS Modules: Construction Manage the complex construction process from ROE to Service Start. Deliver alerts and notifications throughout the process to reduce cycle times Copyright © 2007, Levementum LLC
  • 14. ECIS Modules: Workflow Workflow is used to automate process and deliver notifications at critical times. The following are Automatic Billing & Construction Complete Notifications Copyright © 2007, Levementum LLC
  • 15. ECIS Costs & Configuration Licenses for Bright House Orlando & Tampa License Count: 100-200 User License Software Configuration LAMP Apache MySQL 5.0 Red Hat Enterprise Hardware Configuration HP-DL380 Dual Processor, 4GB RAM Mirrored 36GB Copyright © 2007, Levementum LLC
  • 16. ECIS Support ECIS Support currently provided remotely by Levementum Support Service (Monthly) Weekly Backups with Restoration Plan Free Upgrades to latest SugarCRM patches Development Service (Quarterly) Quarterly bank of hours for custom development, training, custom reports, and support (All Tiers) Copyright © 2007, Levementum LLC
  • 17. Keys to ECIS Project Success Disappoint the Customer a Little Every Day Identified the key agents of change (and agents of pain), and set expectations constantly. How? By ratcheting the expectations down slowly. Don’t overpromise. Talk, Communicate..and talk some more Communicate as often as possible. Leveraged internal artifacts (newsletters). This was not a skunk-works project. Prescriptive Training Using SugarCRM’s materials as a baseline, we customized the training to fit the process. Deliver training & classes in a prescriptive and focused way (and do as much as possible face-to-face ) Continuous Knowledge Delivery Developed an in house training program with Bright House University to deliver training on an ongoing basis Copyright © 2007, Levementum LLC
  • 18. About Levementum Founded 2004 Added SugarCRM service line 2005 (v3.5.1) Added Model N service line 2006 Mission: Help companies drive “world class” Operations, Revenue & Margin results by breaking down business complexity and deploying Open Source Information Technology and Process Solutions Company Information Offices: Chandler, Arizona Sydney Australia Jersey City, New Jersey Atlanta, Georgia Portland, Oregon Copyright © 2007, Levementum LLC
  • 19. About Levementum Bringing Open Source to the Enterprise Two Primary Service Lines SugarCRM (Open Source CRM) Officially a “Gold Partner” of SugarCRM since 2005 Services: Consulting Training Hosting Development, Integration and Intelligence Compiere (Open Source ERP) Officially a “Compiere System Integration Partner” Services Consulting Training Development, Integration and Intelligence Copyright © 2007, Levementum LLC
  • 20. Questions Contact Us Geoffrey E. Mobisson Director of Technical Services Levementum 88 S San Marcos Drive Chandler, AZ 85225 (480) 234-3993 [email_address] Copyright © 2007, Levementum LLC.

Editor's Notes

  • #2: Title Page