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

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  • Title Page
  • Transcript

    • 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.