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 [email protected] Skype: serkizd +380-67-21-99-354