Eircom Case-study
Announcement posted by Graham Technology 12 Mar 2002
Established in January 1984, Eircom, Ireland's largest communications company, is the principal provider of fixed line and mobile telecommunications services in Ireland, offering a wide range of advanced voice, data and multimedia services. The company was floated on the Irish, London and New York stock exchanges on 8th July 1999 and changed its corporate identity from Telecom Eireann to Eircom.
Since 1992, there has been a gradual opening up of the Irish telecommunications market. The telecommunications market was completely liberalised on 1 December 1998, including the market for fixed line voice telephony services. Ireland now has one of the most liberalised telecommunications markets in the EU. Eircom expects that competition will continue to increase from new and existing competitors.
Prior to the liberalisation of the Irish telecommunications market, the company was historically the exclusive provider of national telecommunications services in Ireland. To prepare for full competition in all markets, Eircom launched the transformation programme in 1997. This programme is intended to strengthen the company's competitiveness, particularly in the fixed line telecommunications services business, through specific measures designed to enhance revenue growth through existing and new business, improve customer service and increase operational efficiency.
A complete systems solution was required to achieve the business objectives through an integrated CRM business architecture that would address core weaknesses. The system would support end-end management of customer interactions.
The Business Requirement:
The transformation programme aimed to achieve best in class in call handling through:
Greater efficiencies in order processing to lower processing costs
Greater efficiencies in query processing to lower processing costs and improve customer service.
Increased sales to increase revenue generation.
Process for customer saves to reduce customer loss.
Integrated e-channel.
In 1997 the Customer Sales and Service division of Eircom were faced with the following issues:
No system integration
Paper based system used for order taking and diaries
No customer contact history
Call handling inconsistencies and delays
Poor data available
Long call durations
High cost per contact
Inefficient processes
Missed tasks
GT-X - The Business Solution
In 1997, Graham Technologys GT-X was chosen as the driving technology behind the transformation process. GT-X was selected to integrate all new and legacy systems, providing the operator with a common front-end. The GT-X is system is process driven ensuring the most efficient processes are used at all times and provides knowledge on the network of business rules and sales opportunities etc.
Operators now had all the information required at exactly the point in the process where they needed it. Through the process orientation of GT-X operators were empowered to sell new services and discount plans to customers and significantly increase the number of electronically enabled connections. Operators were also able to view previous customer contacts, ensuring high levels of customer service and increase in sales.
We needed a sophisticated system that would provide us with the tools to excel in our new, competitive environment. GT-X was chosen as our driving technology due to its integration capabilities and the fact that it would meet all of our business requirements including lowering costs and increasing revenues. (John Thompson, Head of Transformation Programme, Eircom)
The new GT-X system was implemented throughout 7 national customer sales and service centres in Ireland, by Kainos, partners of Graham Technology.
Results:
Having implemented GT-X, Eircom have now achieved full integration, electronic diary and order management, recording of all customer contact history details, consistent call handling and good timely information is now available.
This has resulted in shorter call duration, lower costs per contact, electronic enablement is maximised, more efficient processes and automated processes where the system performs all tasks.
GT-X has enabled considerable improvement on key performance indicators:
Average call processing
In 1997, the average call processing time was 15-20 minutes. With the GT-X implementation, call duration averages 5 minutes.
Revenue per Decision Making Contact (DMC)
In 1997, revenue per DMC was 3. With the GT-X implementation this has increased to 5.51.
Speed of Answering Calls
In 1997, the average speed of answering calls was 200 seconds. With the GT-X implementation the average speed of answering is 10 seconds.
Service Levels
In 1997 service levels were 10%. With the GT-X implementation this increased to 85%.
Electronic Enablement
In 1997 electronic enablement levels were 12%. With the implementation of GT-X, this has increased to 47 %.
Graham Technology recognised the transformation that has been achieved at Eircom in the past 3 years. This transformation has not confined itself to business operations - Eircom has achieved a cultural transformation as well.
Graham Technology believe that Eircom has successfully come through the challenges of transformation. Eircom has become a pro-active, customer-centric organisation that is well placed to excel further ahead of its competitors. We are delighted that GT-X has been a driving technology in helping Eircom achieve its objectives. (Iain Graham, CEO, Graham Technology)
At the Graham Technology User Conference 2000, Graham Technology awarded Eircom with an Outstanding Customer Award as Telco of the Year.
Since 1992, there has been a gradual opening up of the Irish telecommunications market. The telecommunications market was completely liberalised on 1 December 1998, including the market for fixed line voice telephony services. Ireland now has one of the most liberalised telecommunications markets in the EU. Eircom expects that competition will continue to increase from new and existing competitors.
Prior to the liberalisation of the Irish telecommunications market, the company was historically the exclusive provider of national telecommunications services in Ireland. To prepare for full competition in all markets, Eircom launched the transformation programme in 1997. This programme is intended to strengthen the company's competitiveness, particularly in the fixed line telecommunications services business, through specific measures designed to enhance revenue growth through existing and new business, improve customer service and increase operational efficiency.
A complete systems solution was required to achieve the business objectives through an integrated CRM business architecture that would address core weaknesses. The system would support end-end management of customer interactions.
The Business Requirement:
The transformation programme aimed to achieve best in class in call handling through:
Greater efficiencies in order processing to lower processing costs
Greater efficiencies in query processing to lower processing costs and improve customer service.
Increased sales to increase revenue generation.
Process for customer saves to reduce customer loss.
Integrated e-channel.
In 1997 the Customer Sales and Service division of Eircom were faced with the following issues:
No system integration
Paper based system used for order taking and diaries
No customer contact history
Call handling inconsistencies and delays
Poor data available
Long call durations
High cost per contact
Inefficient processes
Missed tasks
GT-X - The Business Solution
In 1997, Graham Technologys GT-X was chosen as the driving technology behind the transformation process. GT-X was selected to integrate all new and legacy systems, providing the operator with a common front-end. The GT-X is system is process driven ensuring the most efficient processes are used at all times and provides knowledge on the network of business rules and sales opportunities etc.
Operators now had all the information required at exactly the point in the process where they needed it. Through the process orientation of GT-X operators were empowered to sell new services and discount plans to customers and significantly increase the number of electronically enabled connections. Operators were also able to view previous customer contacts, ensuring high levels of customer service and increase in sales.
We needed a sophisticated system that would provide us with the tools to excel in our new, competitive environment. GT-X was chosen as our driving technology due to its integration capabilities and the fact that it would meet all of our business requirements including lowering costs and increasing revenues. (John Thompson, Head of Transformation Programme, Eircom)
The new GT-X system was implemented throughout 7 national customer sales and service centres in Ireland, by Kainos, partners of Graham Technology.
Results:
Having implemented GT-X, Eircom have now achieved full integration, electronic diary and order management, recording of all customer contact history details, consistent call handling and good timely information is now available.
This has resulted in shorter call duration, lower costs per contact, electronic enablement is maximised, more efficient processes and automated processes where the system performs all tasks.
GT-X has enabled considerable improvement on key performance indicators:
Average call processing
In 1997, the average call processing time was 15-20 minutes. With the GT-X implementation, call duration averages 5 minutes.
Revenue per Decision Making Contact (DMC)
In 1997, revenue per DMC was 3. With the GT-X implementation this has increased to 5.51.
Speed of Answering Calls
In 1997, the average speed of answering calls was 200 seconds. With the GT-X implementation the average speed of answering is 10 seconds.
Service Levels
In 1997 service levels were 10%. With the GT-X implementation this increased to 85%.
Electronic Enablement
In 1997 electronic enablement levels were 12%. With the implementation of GT-X, this has increased to 47 %.
Graham Technology recognised the transformation that has been achieved at Eircom in the past 3 years. This transformation has not confined itself to business operations - Eircom has achieved a cultural transformation as well.
Graham Technology believe that Eircom has successfully come through the challenges of transformation. Eircom has become a pro-active, customer-centric organisation that is well placed to excel further ahead of its competitors. We are delighted that GT-X has been a driving technology in helping Eircom achieve its objectives. (Iain Graham, CEO, Graham Technology)
At the Graham Technology User Conference 2000, Graham Technology awarded Eircom with an Outstanding Customer Award as Telco of the Year.