Sercomtel is a telecommunications company in Brazil that provides voice and data services to over 300,000 customers across 13 cities. Seeking to improve customer service and reduce call times, Sercomtel purchased IBM Connections to replace its outdated internal document search and knowledge base tool. The deployment and training process took two months. Since adopting IBM Connections, Sercomtel has seen a 50% reduction in document search time, leading to a 9% reduction in average call time. This has resulted in estimated annual savings of $41,670 USD.

1. ECE204: SERCOMTEL
Delivers Velocity and
Accuracy in Customer Care
Services
Orlando Miguel Vivan, Sercomtel S.A.
Luister Bonzanini, LB2 – IBM Partner
© 2014 IBM Corporation

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

3. About Sercomtel
3

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%).
4

5. Sercomtel
 Operates in 13 cities across Paraná providing
voice and data services;
 300,000 customers;
www.sercomtel.com.br
5

6. Sercomtel and Copel – Partnership
Sercomtel and Copel have an
agreement to transport voice and data
13 cities voice/broadband
66 cities COPEL partnership
6

7. Sercomtel – Administrative Structure
PARTNERS
County: 55%
Copel: 45%
Finance
Council
Administration
Council
PRESIDENT
Christian Perillier
Schneider
VICE-PRESIDENT
Eloiza Abi Antoun
DMKS
Marketing
7
DAFI
Adm./Finance
DCOM
Commercial
DEOP
Engineering and
Operations

8. Telecom Scenario in Londrina
 Players – Fixed Telephony / Broadband
 Players – Mobile
8

9. Focus on Customer Care
9

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
10

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;
11

12. Tool´s Name: Help On-line
 Sercomtel used an in-house tool developed in 1999:
12

13. Interface – Search for Keyword
13

14. Document Retrieved
14

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.
15

16. Purchasing Process
16

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
17

18. Deployment and
training
18

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.
19

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.
20

21. Tools Comparisons
and Statistics
21

22. IBM Connections – Sercomtel
New Interface
22

23. Comparison between Connections and the Old Tool
Search by tag (keyword)
23

24. Comparison between Connections and the Old Tool
Document
24

25. Comparison between Connections and the Old Tool
Search by Product
Landline telephony
Mobile telephony
Broadband
ISP
25

26. IBM Connections – Sercomtel
Search by Content
26

27. IBM Connections - Sercomtel
Metrics
27

28. Total Incoming Calls in a Month
Use of Connections in 70% of the calls
28

29. Document´s Search with Connections
Time Reduction in 50%
29

30. Average Attendance Time Reduced
Percentage of Average Reduction on Attendance time: 9%
7.5
7.0
6.4
5.9
2.55
30
2.05

31. Annual Ammount of Reduced Hours
Estimative
31

32. Annual Savings with Time Reduction
6440
hours
R$ 100,000.00
US$ 41,670.00
71560 hours
32

33. Number of Tags
33

34. Wiki Pages
34

35. Data Growth (MB)
35

36. Conclusion, Next Steps,
and Recommendations
36

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.
37

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;
38

39.  Access Connect Online to complete your session surveys using any:
– Web or mobile browser
– Connect Online kiosk onsite
39

40. Acknowledgements and Disclaimers
Availability. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates.
The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither
intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts were made to verify the completeness and accuracy of the information
contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise
related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or
its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.
All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and
performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you
will result in any specific sales, revenue growth or other results.
© Copyright IBM Corporation 2014. All rights reserved.
 U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
 IBM, the IBM logo, ibm.com, and IBM Connections are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both.
If these and other IBM trademarked tersms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common
law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM
trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml
LB2 is an IBM Partner and Crisalida is an organization specialized in management of files and documents.
Embratel, GVT, Claro, Vivo, Tim, Oi, and Nextel are Trademarks and Telecommunication Company in Brazil
Other company, product, or service names may be trademarks or service marks of others.
40