Title of Presentation Presenter name Job title Date Location

1
Case Study
2
HydrokiT
Designers , Manufacturers of Hydraulic
Electronic Solutions. Mainly for Use for
Agricultural and Construction Machinery .
VENDEE, West of France.
Business Objectives

• Improve Sales Process

• Improve Workflow via CEBP

• Eliminate Sales Leakage

• Enhance Customer Care

Communication Enabled Business Processes
3
Business Case

• 35 Internal Sales Staff in Teams of Five a
  Sales Manager. i.e. Six Teams

• Two Switchboard Operators

• Dealing with 1000 Calls Per Day. (70
  Switchboard, 30 Sales Teams)

4
Business Case

• Average Call Transfer Between Switch Board to The
  Correct Sales Staff was 2 to 3 Minutes.

• Excessive Sales Leakage, 30 of Calls!

• The call was not forwarded to the right sales
  person !!

• Extra Switchboard Staff would be Cost Only.

5
Hydrokit Technical Requirements

• Open Architecture Fully Integrated With
  Existing Infrastructure.

• Full Data Telephony Integration with Search
  Facilities Between Different Information Sources,
  e.g. Email, CRM, Telephony, Contacts.

• Future Proof. Based on Open Standards Not Tied
  to One Single Vendor.

6
Legacy Infrastructure

• Siemens Hipath Telephony.

• CRM Application and others developed on Lotus
  Notes in-house

• No Linkage between the two systems. i.e.
  Isolated Towers of Voice Data.

7
Other Solutions Considered

• Had Rejected Simple CTI Solution from PBX
  manufactures

• Claimed Siemens ACD functionality could do
  nothing to improve their Switchboard productivity.

• Were Considering Other Unified Messaging
  Solutions (voicemail Integration) Until They Were
  Introduced to Corebridge via IBM.

8
Corebridge Solutions

• Corebridge CCD Monitored the Switchboard

• Calls Dispatched According to Rules Based on
  Skill Set, Statistical

Frequency of Calls Between the Caller and the
Company.

• Calls Would Therefore Arrive at the Right Desk by
  Default, bypassing Switchboard.

Corebridge Call Dispatcher
9
Corebridge Solutions

• Statistical/ Skills Based Routing was further
  Overlaid and Enhanced by User Presence and
  Availability Status

• Delivered Stats on how many calls received per
  day, lost per day, individuals performance

• Delivered Real-time Historical Reporting on How
  Individuals in the Team were Working. i.e. How
  Many Calls Per Agent, How Many Calls Per Day?
  Easily Understood Graphical Formats.

10
Corebridge Solutions

• Delivered Managers Real-time Monitoring of the
  Call Status at the Switchboard.

• Delivered Each Sales Manager a Better View,
  Control and Immediate Identification of Missed
  Calls by Their Teams.

• Right Clicking on a Live Call the Sales
  Agent/Manager Could See All the Internal
  Contacts, Communications, Last Agents Discussions
  Essentially What Had Happened and What is to
  Follow!

11
Corebridge Solutions

• Single Integrated View of The Customer Through
  All Applications Through Corebridge Search. I.e.
  What Had Taken Place and What is to Follow During
  Live Calls or Before/After The Call Was Made or
  Received.

• Speed Up Decision Making Over Each Case By Three
  Minutes Per Call.

12
Corebridge Solutions, Integrated Messaging

• VoiceMail Fully Integrated with Hydrokits
  Messaging System (in this case Lotus Notes)

• All Messages Consolidated Into Inbox, Unified
  Messaging

Unified Communication Integrated With Email
Calendar, HW delivered through Partner
13
Results

• Call Leakage Was Eliminated by the Combination of
  Intelligent Call Routing, Presence (including
  availability) Missed Calls Notification.

• Productivity Business Efficiency Improved by
  20

• Corebridge ROI Analysis Conducted with the
  Customer, Corebridge Solutions Paid for
  Themselves in 4 months

Return On Investment
14
Outlook
Future Solutions Planned with The Customer
Full Reporting on Working Patterns including
clock-in, clock-out, habits, Productivity
During Various Hours of the Day, Impact of Call
Volumes on Productivity, etc.
15
Customer Contact
Mr. François Gourraud, CIO Email
f.gourraud_at_hydrokit.com
16
Delivering True Value