BTI Communications Group, Ltd.
Capabilities PresentationDoug Lambert – GM
Six Sigma / ITIL / Prince 2
March 14, 2013
CONFIDENTIAL
2
The story/overview
Businesses need Big Thinking to thrive in the 21st Century
BTII understands the business issues
BTI has a distinct point of view as to how to tackle the issues
BTI has the propositions to convert that point of view into business deliverables
Market drivers
Profitable growth Globalisation Social
imperativesDynamic business
Hyper-competition
OperationalEfficiency
Contact CentreEfficiency
UnifiedCommunications
SecureNetworking + Others
Propositions
CoreFlexibility Innovative Customer centric
EnablingCollaboration Sustainability Risk resilience
Six BusinessQualities
Flexibility Innovative Customer centricFlexibility Innovative CoreCustomer centricityFlexibility Innovation
Digital Networked Economy
BTI Hosted Data Center
BTI GlobalViewTM Data Center
Network Operation Center247F Help Desk (24 x 7 x
FOREVER)
Hands-on Cage SupportExecutive/Sales Office
Provide Borderless Networks throughHosted
- Exchange- VoIP- Disaster Recovery- Collaboration /
Telepresence- Virtualization- Cage / Rack / 2U
i/o data centers is to all other data centers what XBOX is to PONG
GlobalView
Additional Value Added:• Free Move/Add/Change projects • Free network reporting • Free training (admin and user)
Proactive Management and Monitoring:
• Included Network Support (Unified Communications, Wireless LAN, LAN, VPN, Mission Critical UC Servers)
• Monitoring devices and applications for performance, capacity and traffic thresholds, connectivity, and services.
• Firewall / VPN administration• Available Business Continuity Plan
Administration
Service Desk:• Reactive Remote Network Support• Help Desk• Technician Dispatching• Emergency Support
Unified C
omm
unications Man
agement
Services
BTI Customers
Summit Cold Storage, Inc.Summit Cold Storage, Inc.
CONFIDENTIAL
“Borderless Talking Points”• IP Communications Platforms
– ShoreTel– Mitel– Cisco– Mobility
• Advanced Applications– Servers/Gateways– UM/UC/PM– CRM Integration– iPad/iTouch Wireless and CRM Integration– IVR– Logging/Recording
• Voice and Data Network Design– LAN/WAN (Routers, Switches, Firewalls, Filters)– Wireless Voice/Data Networks– Servers, Workstations, Virtualization– Disaster Recovery Solutions and Professional Services
• Mobility, Collaboration, Telepresence and Social Networking
– Audio, Web, Video Conferencing– Desktop sharing– Corporate Social Software
• Network/Carrier Services– Local / Long Distance PRI/SIP– Internet– Multi-Point Data Solutions
GOLD
CentralizedDatabase
Problem Resolution
Management
Robust Online Usage
and Ticket Reporting
Installation
OnlineReservations
Video Conferencing
BridgingServices
Maintenanceentitlement
EndpointDeployment
(new/replace)
EndpointMonitoring
Higher Quality & Improved User
Experience
Proactive MonitoringCall Management
Help Desk w/ Break/Fix
BTI Communications – Bringing it all together!
Why BTI – Experience and Expertise• BTI provides you expertise in Voice hardware, Data equipment, Local and Wide
area network, traditional and IP voice connectivity to the PSTN and the invaluable experience of interoperating all of these technologies.
• As a Premier Cisco, Mitel and ShoreTel Champion Partner, BTI has the experience, technical certifications and proven Customer Satisfaction Record to deliver Superior Solutions.
• As an Inter-Tel (now Mitel) dealer for almost 15 years we are experts in traditional voice and VoIP technologies.
• BTI has certified technicians that have worked on the Inter-Tel/Mitel platform for more than 12+ years.
• Our help desk can support remote changes, service troubleshooting and end user training on all of our products/applications as well as desktop support, End-Point Security… the list goes on and on.
Why BTI – Managed Service Approach• Why pay to make an equipment acquisition, pay to make changes
and pay to get service? • BTI has developed a complete managed service program that
allows you to make one monthly payment that includes:– Equipment acquisition– LAN/WAN Network Assessments for VoIP preparedness– Ongoing system support and maintenance– System Software Upgrades– Remote programming changes– Proactive system alarm monitoring– Proactive and reactive remediation services– Monitoring tools on IP-PBX that can grow to routers, servers, etc
across the Enterprise– SLAs associated to service requirements
Dedicated Project Team
Sales Engineer
Telecom& Installation
Billing LeadData Team
Lead
Service Manager
Marketing Manager
Account Manager
ProjectManager
Client advocate Key contact
Represents the end userManages all commsmaterial
Single support contactService QA & escalations
Ensures data integrity requirements
Maps billing requirements
Responsible for hardwareinstallation
Technical designfeature & functionality
Implementation Process
• The “Kick-off” meeting
• Review SoW: address any outstanding issues
• BTI Implement Manager takes lead
• Write Business Requirements Document and Project Plan
• Next Stage Req: Sent to Client BRD and PP
Brief Teams & Build Plans
Approve All Project Plans
• Customer intent to “buy”
• Identify project requirements
• Document the Scope of Work (SoW)
• Identify BTI and customer project teams
• Begin contract
• Next Stage Req: Approved SoW
• Final document-ation and client approval of TRD and PP
• Proj. Governance established:
- daily/weekly status meetings - risk register - issues log - status reports - change mgmt requirements
• Next Stage Req: Client approval of all plans
Execute (revise as need)
Launch a
• Proj. team move into “execution”
• Key owners: Infrastructure, Telecom, Data Quality, Operations, Billing, Portfolio, User Adoption & Education
• Internal training & testing
• Next Stage Req: Client approval of all tactical elements and final “go/no go” decision
•Service Live!
•End user communications and training begins
•Post-launch review with customer (30-60 post-launch)
Define Requirements
End User Communications Lifecycle
• Announcement
• Welcome Email
• Welcome Kit (User guide, Wallet card, letter)
• Website (Overview, Account Setup, FAQs, etc.)
• Training (Virtual Webinars, Online Tutorials)
• Awareness Days
• Quick Reference Guides
Define Welcome Remind
• Campaign Objectives
• Target Group(s)
• Key Messages
• Creative Elements
• Branding & Corporate Guidelines
• Key Timing
• Approval Process
Pre-Launch Days 1-90 Days 90+………………………………………………………..
• Non and Lapsed User Emails
• “Education” Emails (i.e. Fraud, Q&A)
• Outbound Calling Campaigns
• Reminder Emails
• Awareness Builders
Thank Elicit Feedback
• Product Upgrade Email
• New Solutions Emails and Call Campaigns
• First Time User “Thank You”
• Thank You Program After Year One
• Customer Satisfaction Surveys
Ultimate End-User Relationship
Introduce Service, Educate
Thank, Educate & Ensure Satisfaction
Differentiate
On-Going Education
Adoption & Training
Welcome Services
Creative Services
BTI Adoption & Education Program
Personalized welcome