Areon Consulting Partner Offer Presentation

for Norway

Areon Consulting – history, resources and

trusted advisers approach

Siebel-Integrator Benefits from Areon Consulting

Partnership Offer

Projects conducted description

Contact

Presentation Plan

About company

• Established in 2009

• 75+ specialists, 28 implemented projects

• 10+ years of Siebel CRM and BI experience

• Specialization:

CRM, contact-centers, business intelligence,

development, integration

• Our industries:

Banking and insurance companies,

telecommunication, service providers

Geography

We act

globally!

Specialists and teams

• Specialization:

– Business-consultants (telecom, banks and

insurance companies)

– Development (Siebel, JAVA, .NET, Android etc.)

– Integration solutions (call-centers integration,

DHW, eCommerce)

– Oracle BI analysts

• Attention to training and quality:

– Internal trainings and seminars

– Education and certification in Oracle

Customers

• Our Clients

– VAB Bank

– Alfa-Bank

– Kyivstar GSM

– Scartel (Yota™, Russia) – Belrosbank

– Nadra Bank

– Ukrsibbank

– Lev Ins (Bulgaria)

– Sberbank of Russia (Ukraine and Russia)

– Farlep Invest (Vega-telecom)

– Forum Bank

Singed long-term

contracts on system

support and development

Partners

• Our main technology vendors:

• Areon Consulting World Partner Network

– IPSS Finland, SBM, Unitask, Technoserv etc.

Our approach to work

• Main: business goals and business objectives

from Projcet Owner or End-Customer

• Each project is divided into stages:

– Vision of the project

– Business requirements

– Design, implementation and testing

– Preparing for a start

– Pilot operation

– Warranty support

• Functional capacity – an important part of the

contract

• Focus on partnership and further cooperation

We Offer

• To make a Prove of Concept for free (e.g. import

and primary set-up of PBX driver or business-

component on EIM design)

• Free Webinar with task estimation presentation

• Clear Secured NDA and Agreements with company

from EU

• Prices lower than in Western Europe and Quality

much higher than from Asia!

Partner Benefits from Areon

Outstanding feeling of end-Customer needs

10+ years of Siebel Projects Implementation allows

to handle any challenges

Competitive Consultant rates

Flexible Pricing Model (both time and material and

fixed price possible)

You will pay for what You’ve got plus a little more!

Portfolio…

Our projects

Industry

Functional area

Project name

Telecommunications

Client support – contact center

Processes automation for service request management

Project purpose

• To decrease time spent on service requests handling • To keep a record of all service requests in relation to each

subscriber • To increase clients loyalty

Project results

• Increased efficiency of contact center agents • Reduced operation costs • Standardization of work processes with service requests

Project scope

• Input of new service requests • Creation of typical support scripts • Escalation of service requests • Interaction with technical specialists • Analysis of service requests • Development of new products (complaints) • Integration with billing systems

Our projects

Industry

Functional area

Project name

Telecommunications

Cross Sales – contact centers, info centers

Outbound and inbound marketing

Project purposes • To increase the number of purchased products per client • To increase ARPU

Project results • Increased Cross Sale ratio • Clients` feedbacks on new products/services

Project scope

• Client segmentation • Design of call scripts and presentations (info centers) • Prioritizing marketing proposals • Receipt and record of responses • Clients questioning • Needs analysis • Analysis of Cross Sales campaigns • Integration with corporate storage

Our projects

Industry

Functional area

Project name

Telecommunications

Cross Sales – SMS/MMS

SMS/MMS - campaigns

Project purposes

• To control spam influence on clients • To control SMS/MMS channel workload • Commercial use of a channel by partners • Link between SMS/MMS and Sales

Project results • Understanding the quality of influence - responses • Decreased operation costs – by automation

Project scope

• Client segmentation • Creating SMS/MMS templates by business users • Channel workload planning • Approvals • Prioritizing • Administration of anti-spam by segment • Online control of outbound • Analysis on the facts of interaction • Interaction with a corporate storage • Integration with other systems – sources of client data

Our projects

Industry

Functional area

Project name

Telecommunications

Web marketing

Web Campaigns Management

Projects purposes • To decrease the cost of marketing impact through alternative

channels (WEB) • To increase site traffic through unique actions

Projects results

• Understanding users activity of a self-service portal • Increase data quality on prepaid subscriptions through actions

(5 uah to account for a correct email)

Project scope

• Client segmentation • Design of HTML banners by business users • Securing banners on their display areas • Online impact control (dynamic attributes) • Prioritizing • Analysis by responses, CTR • Integration with self-service websites • Integration with other systems – sources of client data

Our projects

Industry

Functional area

Project name

Telecommunications

Email marketing

Mailout management

Projects purposes

• To decrease the cost of marketing impact through alternative channels (email)

• Cross Sales for clients informing

Project results

• Understanding the quality of email address base • The first multi-marketing programs (email + Web, then

outbound to those interested)

Projects scope

• Client segmentation • Design of HTML/TXT templates of personalized email messages • Management of specific for email responses – «read»,

«received», «clicked on URL» • Analysis by responses • Integration with a corporate email server • Integration with other systems – transmission of incorrect

email addresses

Our projects

Industry

Functional area

Project name

Telecommunications

Corporate sales

SFA

Projects purposes

• To increase the effectiveness of sellers by automation of daily operations

• To manage Sales pipeline • To secure potential clients for sellers

Project results • Sales increase • Transparency of client hierarchies and potential bargains • Reduced time for new employees training

Project scope

• Sales methodology management • Working with one business client profile in the system: Contract

– Company – Billing account – Service Account - Contact • Planning and execution of tasks on the contract • Securing a team (manager, seller, support engineer) for each

client • Automatic generation of printed documents • Update of client information in all systems • Integration with billing systems • Reporting on sales in different sections

Our projects

Industry

Functional area

Project name

Banking retail

Contact center – client support, Collection

Collection process automation, contact center

Project purposes

• To improve the efficiency of contact center agents by creating the unified working system

• To reduce the portfolio of bad debts by pre-collection and formalization of behavior strategy with debtors

• To reduce operation costs by using alternative channels (IVR, SMS)

Project results • Increased number of incoming calls per agent • FCR increase • Automatic promise-to-pay control

Project scope

• Script management for typical service requests • Script management for inbound/outbound • Formalization of behavior strategies with debtors • Work of collection agents – collection of promises • Integration with Core Banking, contact center and SMS

gateway • Reporting on a contact center business

Our projects

Industry

Functional area

Project name

Public sector

Contact center – call center

Contact center automation

Project purposes

• To increase loyalty of taxpayers • To provide taxpayers with comprehensive consultations on

questions related to taxing • To handle inbound/outbound, faxes, emails

Project results • Increased number of calls by several times • Defining the most interesting topics – news coverage

Project scope

• Knowledge base management • Inbound/outbound scripts • The process of finding a typical solution • Escalation of non-typical solutions • Callback by the most convenient for a client channel • Mass campaigns on informing • Reporting on the work of a contact center

Our projects

Industry

Functional area

Project name

Banking retail

Front office

Design of a front office bank system

Project purposes

• To increase the efficiency of department managers and contact center agents

• To create a Cross Sales mechanism for each interaction with a client

Project results • Transparency of reporting and employee motivation • Reduction of time spent on typical tasks management • Change of client information in one system

Project scope

• Banking products design • Knowledge base management • Development and agreement of Sales plan • Calculation of employee motivation • Marketing impacts • Needs analysis and production recommendation • Deal management • Service requests management • Analysis on client satisfaction • Analysis and reports • Integration with Core Banking, Card system, DWH, channels

Our projects

Industry

Functional area

Project name

Risk insurance

Work with insurance policies

Automation of work with clients` insurance policies

Project purposes • To decrease operation expenses through the automation of

routine operations • To create the common customer profile

Project results • Work of department network • Decrease of time spent on insurance policy input and its

management

Project scope

• Work with client profile • Tasks planning and execution • Work with client hierarchies • Calculation of employee motivation • Insurance policies management • Analysis and reporting • Integration with insurance system

Our projects

Industry

Functional area

Project name

Banking

Bed debts management

Outbound automation for a bank collection department

Project purposes • To increase the efficiency of contact center collection operators

Project results

• Increased number of calls from bank clients by operators by 1,5 – 2,5 times

• Formalization of outbound procedure for debtors • Formalization of contact results

Project scope

• Customization of outbound campaign in Predictive mode • Design and customization of procedures for outbound file

import and outbound results export • Design of integration module for Cisco and operator`s

application on bed debts management • Integration of campaign reporting system • Analysis of the system during operational testing

Our projects

Industry

Functional area

Project name

Telecommunications

Contact center

Contact center integration

Project purpose • To increase the efficiency of client support • To increase the productivity of contact center operators

Project results

• Handling of incoming and outgoing calls through a contact center

• Calculation of the contact center efficiency by using the reporting system

• Increased efficiency of contact center operators

Project scope

• Customization of intellectual call routing according to client`s requirements

• Integration of contact center with corporate telephony • Integration of contact center reporting system • Integration of call registration system • Formalization of call types • Development of accounting procedures for outbound

Our projects

Industry

Functional area

Project name

Heavy Machinery

CRM consulting

Automation of customer relations

Project purposes • Controllable company growth • To understand the completeness of product portfolio

Project results

• Management understands current problems

• Created the common concept of company development

• Desired process model of company work is done

• Tender for a selection of an automation tool

Project scope

• Formalization of marketing processes

• Formalization of sales processes

• Formalization of sales methodology

• Relation between marketing initiatives and sales

• Creation of a single customer, competitor, partner company profile

• Formalization of proactive sales processes

Contacts

Areon Consulting www.areon.ua (Russian) www.siebeldev.com (English) Denis Serkiz Norway Partner Account Manager denis.serkiz@areon.ua Skype: serkizd +380-67-21-99-354