NorCal%20

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NorCal TCA Customer Alignment June 15, 2006

• Michele Dour
• Director, Order Management

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Aspect Software

• Worlds largest company solely focused on the
  contact center industry.
• Sept. 2005 Merger - Concerto Software and Aspect
  Communications
• Market leaders in Work Force Management and
  Outbound dialing
• Total pro forma combined revenue in excess of
  600M
• 5000 customer sites in 54 countries
• Two thirds fortune 50 in financial,
  transportation, insurance, telecommunications,
  retail, outsourcing and government
• 9 of top 10 telecommunications, 9 of top 10
  commercial banks, 9 of top 10 airlines

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The Vision A Perfect World

• A very satisfied Aspect Customer
• Orders book same day, ship complete and are
  delivered on time.
• Customers pay on time
• More time generating new business and less time
  reconciling old business
• Provide scalable solutions for managing future
  business
• Provide seamless reporting to leverage customer
  data across the organization
• It is easy for Aspect to do business with Aspect

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Systems Architecture
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Customer Master Initiative - A Simple Concept?

• Build a foundation for a world class customer
  information data base.
• A unified customer view to gain, maintain and
  service better than the competition
• Develop a customer architecture to enable
  seamless customer interactions across the
  enterprise.
• Unify business rules across platforms and lines
  of business.
• Create a robust business model to enable
  strategic reporting and analysis

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Customer Master Initiative The Approach

• Assemble a cross functional team
• Representatives from each strategic LOB
• Representatives could operate at both a strategic
  and execution able level
• Engage appropriate internal and external subject
  matter experts to facilitate best business
  practices methodology.
• Empower the functional lines of business to own
  the data and drive process change.
• Address business processes, data values and tool
  functionality in an end to end process model
• Adopt a phased implementation roadmap
• Develop an ongoing data governance and
  stewardship culture

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Goals

• Build a foundation for a world class customer
  data base
• Align the customer master with Oracles TCA
  architecture
• Standardized the naming conventions address
  protocols across integrated applications
• Empower Aspects functional lines of business to
  drive process change and alignment
• Conduct conference room pilot
• Perform clean-up and consolidation of the
  customer records in production
• Research (automated) methods and solutions
  available to capture and eliminate erroneous
  records
• Appoint champions in the LOBs to ensure ongoing
  data quality
• Implemented data quality dashboard for ongoing
  data management
• Obtain executive sponsorship, commitment and
  funding

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A Phased Approach Define Customer Roadmap
Strategy
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The Challenges

• The Culture
• Recognizing the problem and the associated costs
• Customer Sat
• Operational Efficiency
• Business Optimization
• Overcoming the myth
• That it is an technology tool issue
• That it is an IT reporting issue
• That we are experts and can do this ourselves
• Recognizing and making the investment
• Time
• Talent
• Funding
• Widely differing cross functional perspectives on
  customer data and the size of the ocean

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The Challenges

• Data
• Variety of data models
• Customer structures are not consistent with how
  the business should run
• Models based on historic billing account
  structure vs. TCA
• Duplicate data
• Duplicate data exists in customer and address
  records
• Duplicate data exists in one system and also
  across systems
• Cumbersome
• Users unable to do fuzzy match
• Users fumbling through multiple records to
  process transactions sift through too many
  records
• Lack of standard naming conventions - TBDCY
  Factor
• Undefined relationships
• Process
• Undefined (data entered casually from many
  sources)
• Multiple points of data penetration
• Silos among functional groups and systems
• Customer
• They keep buying and selling themselves

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Customer Master Initiative Structure
Project Sponsor
DQM Council
CIO VP Finance
Chair IT Marketing Support Sales Finance OM Sal
es Operations Support Delivery Education
Services Professional Services
Project Managers
Program Manager Michele Dour Project Manager

Core Team
Extended Support Teams
Customer Architect Data Research Specialist
100 Data Research Specialist 100 IB Move
Specialist IB Move Specialist
Contracts Sales Credit Collections IT Business
Analyst Technical Support Subject Matter Advisors
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Gaining Cross Functional Consensus

• Leveraged SPGs BP2A methodology
• Focus on processes, key activities and key data
  elements by functional lines of business

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Data Quality Council - Role

• Govern policy, protocols and data models
• Act as strategic change agents and advocates
• Assume stewardship role driving data quality and
  integrity across the enterprise
• Architectural review and oversight related to
  core data models and processes
• Communication and education champions within LOBS

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The Secret to Our Success

• Appointed business champions
• Create vision and lead change
• Understand the problems and realize the benefits
• Understand and can articulate the importance of
  the initiative from a business perspective.
• Broke down silos
• Built a cross functional team
• DQM Council
• Understood issues impacting data were people,
  processes and tools
• Invested time and resources up from on discerning
  business requirements and business process needs
• Executive sponsorship and timing
• Established goals and scope What are we solving
  for?
• Adopted a phased approach Dont boil the ocean
• Emulated best practices approach

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Lessons Learned

• Customer data quality is more about enterprise
  wide consensus and process than technology.
• Everyone in your organization is a steward of
  customer data.
• Customer data integration is a journey, not a
  destination
• Dont wait until you feel 100 comfortable to
  take the first step start small, align with
  strategic goals and build upon success.
• You are the experts about your customers.
• Beware of Perfection Paralysis - There are
  reasons we have add and edit buttons
• The TCA Architecture is a solid solution when a
  best practices model is followed
• Beware of Scope Creep

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Reaping The Benefits Quote to Cash

• Sales
• Increased accuracy of standard search
  functionality
• Reduced Quote Administration time by 5 10
  minutes per quote for major enterprise and
  channel partner deals
• Leverage 360 degree view of customer
  relationships and transactions Sales Online
• Order Management
• Reduced redundant updates to orders (15
  occurrence)
• Significantly reduced billing issues due to
  multiple bill to addresses and accounts
• Streamlined queries and reporting
• Invoicing Cash Collections
• Minimized manual invoice requirements to provided
  unified front to customer
• Ease of Cash application (1 account versus
  multiple)
• Support Sales and Install Base
• Reduce manual IB and support contract moves
  associated with duplicate / non install base
  record ids and locations

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Questions Answers