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Telecom – Engagement Process Application Development & Implementation
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Canada’s second largest telecommunications company that provides a full range of advanced communications services for home, the workplace, and on the move. The Custom Solutions business unit focuses on large complex customized voice and data outsourcing, and the Engagement Managers are responsible to take a sales lead and convert it to a customer contract.
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Experiencing a period of rapid growth, the Client discovered that they were unable to quickly move leads through the system to a signed contract. The process was not happening rapidly enough and there was considerable rework. As these deals are complex and can involve a significant number of resources to complete, the process needed to be well understood by everyone involved. The client also understood that there was an opportunity to “fast-track” many of their leads which met pre-established criteria and were looking for a system to automate these types of opportunities through the qualification and contract processes.
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BICS was brought in to facilitate mapping the “as is” process, to develop the “as should be” process, and to prepare recommendations to the senior executive. The revised business process was then modelled in BreakAwayPASS, a workflow automation development tool for e-Process and visual workflow solutions.
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The client was able to realize a significant return on investment with the implementation of the workflow automation application. The sales team now had a web based front-end in which to enter information on leads, accessible from the client’s intranet web portal. The senior managers in the engagement area were able to concentrate on opportunities which required customization, while the sales force had the ability to process fast-track qualified leads without assistance. The application also allowed managers to easily produce reports on an ad-hoc or periodic basis to review key business indicators. It should be noted that this solution went from concept through to complete implementation and launch of BreakAwayPass in less than 120 days.
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