2. Agenda
About Sercomtel
Focus on customer care
Tool Purchasing Process
Deployment and on-the-job-training
Tools Comparisons and benefits
Conclusion, Next Steps, and Recommendations
4. Sercomtel
Public Telecom Company
– HQ located in Londrina – Paraná State, south
of Brazil.
Population of 537,566 (IBGE/2013);
Company’s shareholders: Londrina City Hall and
COPEL (55% and 45%).
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5. Sercomtel
Operates in 13 cities across Paraná providing
voice and data services;
300,000 customers;
www.sercomtel.com.br
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6. Sercomtel and Copel – Partnership
Sercomtel and Copel have an
agreement to transport voice and data
13 cities voice/broadband
66 cities COPEL partnership
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7. Sercomtel – Administrative Structure
PARTNERS
County: 55%
Copel: 45%
Finance
Council
Administration
Council
PRESIDENT
Christian Perillier
Schneider
VICE-PRESIDENT
Eloiza Abi Antoun
DMKS
Marketing
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DAFI
Adm./Finance
DCOM
Commercial
DEOP
Engineering and
Operations
8. Telecom Scenario in Londrina
Players – Fixed Telephony / Broadband
Players – Mobile
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10. Focus on Customer Care
Customer Care through:
– Personal treatment to customers:
• Stores
• Customer´s home
– Call Center (300 assistents)
Goals
– Offer state-of-the-art technology to customers
– Customer Care Quality
– Price
– Explore innovation and opportunities in
Telecom Services
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11. What tools were available to us?
Call Center and Stores
– An in-house developed CRM software;
– Sercomtel had a collection of 500 documents about products, plans, services;
• Formats: doc, ppt, xls
– These documents were used to help call center and store assistants;
– Only keywords were associated and used to locate documents;
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12. Tool´s Name: Help On-line
Sercomtel used an in-house tool developed in 1999:
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15. Decision for a new tool
Need of a new tool:
– Indicated by the customer care sector;
Problem in that current software:
– Difficulty and long time on finding documents;
Evaluation of three different plataforms, with the following features (year 2011):
– Collaborative tool;
– Sharing files;
– Searching data and information;
– Wiki tool;
– Social platform;
– People Collaborating.
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17. Purchasing Process
June 2012
Bidding Proceeding - (government) acquisition process;
IBM Connections was the successful bidder in the acquisition process;
IBM Connections showed complete adherence to Sercomtel´s need
– Without the need of customization
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19. Consulting in Document Organization
It happens before the deployment
– Library Content Organization
• Crisalida (pt-br.facebook.com/crisalidaarquivos), organized and enhanced the existing
documents;
• It took three months to complete the service;
28 Sercomtel´s employees were in charge of review those previous documents.
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20. Deployment
After the purchase process, an organization was hired:
– Deployment, on-the-job-training and maintenance:
• LB2 (www.lb2.com.br), an IBM Partner has supplied Sercomtel with those services;
• Deployment and on-the-job-training took two months;
• In the last 15 months, LB2 has provided Sercomtel the maintenance on the system;
In addition, Sercomtel has licences from IBM to have on-line support.
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37. Conclusion and Next Steps
Savings were a consequence, not the focus; Focus is on the quality and readiness on
information to customers;
Employees are concerned about the information they find on library content;
After IBM Connections, employees started interacting more with each other about
document’s content and quality, energizing Life's Work and add value to their daily routines;
Next Steps:
– Use of Connections as a Collaborative Tool in order to allow comments and
recommendations by the attendants;
– Extend the use of Connections to other sectors of Sercomtel.
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38. Recommendations
Focus on Social Collaboration; it enhances interaction among people in the organization;
The information´s organization is extremely important and it must be done by specialized
people;
Keep a team to review and create policies in how to maintain wikis, pages and tags;
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39. Access Connect Online to complete your session surveys using any:
– Web or mobile browser
– Connect Online kiosk onsite
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