Selecting and integrating the various components of a customer relationship follow-up system...

Ediliance takes part in many international CRM projects. One of our main accomplishments was the construction of an entire CRM system for a new telecommunications operator (T) in Taiwan, in quite a delicate context:

The context: In March 2000, following the deregulation of telecommunications in Taiwan, operating licences were granted to 3 new, fixed telephone operators. In August 2000, telecommunications operator T signed a contract with a major equipment manufacturer for the latter to provide and integrate all network facilities, as well as the operations support system (OSS) including call centre, invoicing system, network supervision and provisioning.

The stakes: By choosing one unique integrator for its network and OSS, T wished to simplify the management of its subcontractors, in order to focus on the commercial launch of its services and to benefit from the first-mover premium, by reducing the length of the project to 7 months. A world first.

The project's aims: The CRM project - at the heart of the OSS - encompasses all customer-related processes, such as prospecting, contract entering, reservation, line activation, invoicing and dealing with complaints. Ediliance was in charge of organising this project, by designing its functional and technical architecture, defining its parameters (in a BSCS, SAP and SIEBEL environment) and providing staff training, change management and assistance in its launch.

Why Ediliance? Taking into account the scope of the whole project (USD 120 million, 200 p), its technical complexity and short time frame, our client chose its partners for their reactivity, the individual backgrounds of each of the suggested team members, as well as their expertise in CRM and related products. Thanks to its unique collaborative platform, Ediliance was able to manage its teams on 4 different worksites (France, India, Singapore and Taiwan) and thus run the project effectively. We also made a contractual agreement on results, cost containing and deadlines.