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Copyright © 2007, Levementum LLC. Proprietary and Confidential Bright House Networks – CRM for Telecommunications, Utiliti...
Agenda <ul><li>About Bright House Networks </li></ul><ul><li>The Bright House Challenge…why ECIS? </li></ul><ul><li>Why Su...
Bright House Networks <ul><li>Privately held –  Advanced/Newhouse Communications </li></ul><ul><li>Bright House Networks e...
Key Commercial Offerings <ul><li>Commercial Business Solutions-  “ High Capacity ”   services utilize Bright House’s Netwo...
The Bright House Challenge <ul><li>Bright House’s Growth! </li></ul><ul><li>Organic growth of the customer base through ex...
The Bright House Challenge….The Goals Copyright © 2007, Levementum LLC  Construction BHN  Regional <ul><li>Improve Visibil...
The Solution?  ECIS! <ul><li>Conclusions </li></ul><ul><ul><li>An enterprise class CRM needed as the core of the “ Enterpr...
Why is SugarCRM right for Bright House? <ul><li>Excellent match of standard modules to needs </li></ul><ul><li>Open source...
Strategic Reasons for adoption of SugarCRM <ul><li>Control of Your Own destiny </li></ul><ul><ul><li>Bright House is a “CA...
ECIS SugarCRM Modules Copyright © 2007, Levementum LLC  Standard Modules <ul><li>5.1  </li></ul><ul><li>Quoting </li></ul>...
ECIS Modules: Accounts and Locations <ul><li>Account module provides complete visibility of customer its locations, contac...
ECIS Modules: Service Orders, Equipment & Services <ul><li>Manage details on all Contracts and Service Orders, and manage ...
ECIS Modules: Construction <ul><li>Manage the complex construction process from ROE to Service Start.  Deliver alerts and ...
ECIS Modules: Workflow <ul><li>Workflow is used to automate process and deliver notifications at critical times.  The foll...
ECIS Costs & Configuration <ul><li>Licenses for Bright House Orlando & Tampa </li></ul><ul><ul><li>License Count: 100-200 ...
ECIS Support <ul><li>ECIS Support currently provided remotely by Levementum </li></ul><ul><li>Support Service (Monthly) </...
Keys to ECIS Project Success <ul><li>Disappoint the Customer a Little Every Day </li></ul><ul><ul><li>Identified the key a...
About Levementum <ul><li>Founded 2004 </li></ul><ul><ul><li>Added SugarCRM service line 2005 (v3.5.1) </li></ul></ul><ul><...
About Levementum <ul><li>Bringing  Open Source  to the  Enterprise </li></ul><ul><li>Two Primary Service Lines </li></ul><...
Questions <ul><li>Contact Us </li></ul><ul><li>Geoffrey E. Mobisson </li></ul><ul><li>Director of Technical Services </li>...
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Levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009

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  • Transcript of "Levementum bright house networks – crm for telco-utilities-cable-digital mso - october 2009"

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