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Published by Adnan Alam Khan

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Published by: Adnan Alam Khan on Mar 30, 2013
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Customer Relationship Management case study

Telecom New Zealand fits the bill with AS/400 and Integrated Customer Management System
Advances in technology and growing competition spell out rapid change in the telecommunications industry. In order to stay in the race, telco providers are under a great deal of pressure not only to satisfy, but to exceed customers’ increasingly high expectations. One key to maintaining a high level of customer satisfaction is the use of an integrated, comprehensive customer service and billing (CS&B) solution. Telecom New Zealand, New Zealand’s leading telecommunications provider, knows the value of maintaining customer relationships. Telecom delivers a full range of Internet, data, mobile and fixed-line calling services to corporate, business and residential customers. In fact, the company’s cellular network covers approximately 97 percent of New Zealand’s populated area. Telecom operates one of the most advanced national telecommunications networks in the world— investing hundreds of millions of dollars every year in its local network. Above all, Telecom believes in investing in customer relationship management (CRM). Using IBM®’s Integrated Customer Management System (ICMS) running on the AS/400®, Telecom is able to deliver a superior level of service to existing customers, while attracting new business.
AS/400 and ICMS deliver centralized customer service and billing Application

In the early 1990s, soaring growth rates were taxing Telecom’s existing systems for billing and customer service. In the 1980s, inefficiencies in the system had Telecom six months behind in billing some of its customers. According to Steven Fox, an AS/400 consultant for centralized customer billing, “Telecom had been using an archaic, manual system. When the explosion in the telecommunications area started causing severe problems, they had to do something quickly to integrate the process.” Knowing that the AS/400 is an industry leader in offering CS&B applications for telco firms, Telecom chose the IBM platform to run its CS&B solution. So committed to superior customer care was Telecom, that it embarked on a joint venture with IBM to develop ICMS— now sold worldwide by IBM.

A high-performance, reliable, scalable platform to support Customer Service and Billing (CS&B) applications. Increased billing efficiency, improved customer satisfaction, and significant cost savings. IBM AS/400 server. IBM’s Integrated Customer Management System (ICMS).

Business Benefits

Hardware Software

Telecom steps up service and satisfaction with ICMS

ICMS is an integrated CS&B application that not only consolidates and facilitates billing processes, but also lets service representatives handle customer questions quickly by accessing complete account information. ICMS promotes high-quality customer service, as well as flexible billing for smoother cash flow.

“The most important thing for Telecom is ensuring that systems are available— no failure. Our internal response time runs between 0. AS/400 keeps Telecom up and running without interruption Even under the most taxing conditions. concerning the content. and Public Switched Telephone Network (PSTN) service installation— can be handled by a single call. Telecom travels to the IBM Customer Benchmark Center in Rochester. . By handling customer queries and service requests faster. account balances. AS/400 scales and performs to support tough demands from multiple transactions Telecom plans future upgrades at the IBM Customer Benchmark Center Telecom’s AS/400 has the performance and scaling capabilities to support an impressive growth rate.com/as400. our warranty terms apply.” notes Fox. Presently. with greater ease. Benefiting from the emphasis on careful planning. With about 2. Other company. no breakdown. “When we come here to do all the upgrades.” As part of its upgrade process.taylor@telecom. completeness or accuracy of the brief or the non-IBM products or services described therein. but not limited to. and it is growing quickly. The IBM Customer Benchmark Center experience truly makes things run more smoothly when we come back home.’ But that is because of all of the planning we do at Rochester.m. For Telecom’s customers. year 2000 readiness and the implied warranties of merchantability and fitness for a particular purpose.” For more information Visit the AS/400 Web site at: ibm. service. “Our latest visit was a bit of a surprise. The results described are presented as an illustration of the potential use of those products and may vary by customer environment. Copying or downloading the images contained in this document is expressly prohibited without the written consent of IBM. express or implied. Greg Taylor Manager Information Technology 141 Willis Street Wellington New Zealand Phone: 0064 4 802 9600 Fax: 0064 4 385 9457 E-mail: greg. “People will often say. it means that all of their inquiries— billing updates. the AS/400 delivers solid reliability for New Zealand Telecom. Notes Juergen Jenkner. they run very smoothly. each week. about three and a half times the capacity of the previous top-end model. In addition. staff members dramatically improve customer satisfaction and reduce the cost of providing service. project manager and seasoned benchmark center visitor.000 transactions every hour between 9 a.2 and 0. senior technical consultant for the EDS/ Telecom New Zealand account.nz The information in this brief was provided by Telecom New Zealand and not by IBM. Monday through Friday. but is intended simply as an informational service. IBM. IBM makes no representations or warranties. IBM specifically disclaims all warranties. Minnesota. or contact your IBM marketing representative or IBM Business Partner.” TELECOM New Zealand Ltd. The new 840 server delivered. ‘Oh well. There’s no other platform in a commercial environment I am aware of that can do this sort of disk I/O and keep a 0. Telecom’s database size is approximately one terabyte. I consider the AS/400’s uptime very high compared against the other platforms that we run. IBM hardware products are manufactured from new parts. conservatively. there is very little we have to change in terms of device-specific code. “The single AS/400 top-end system is serving ICMS processes with more than 300. to determine the company’s hardware needs and to benchmark the capacity of its new AS/400s.. that wasn’t a very big deal. Regardless. Telecom’s experience at the benchmark center will allow the company to carry out upgrades in its own environment. and 4 p.m. Telecom accommodates a growth in processing power (CPW) of 35 to 55 percent annually. Server Group Route 100 Somers. the AS/400’s scalability allows Telecom to manage the increased workloads and performance demands as they grow.” © Copyright IBM Corporation 2000 IBM Corporation Marketing Communications.000-plus transactions. express or implied.Using ICMS. the IBM logo and AS/400 are registered trademarks of International Business Machines Corporation. According to Fox.500 end users. or new and used parts. Telecom has quickly taken advantage of the latest hardware and software upgrades that the AS/400 offers. NY 10589 Published in the United States of America 12-00 All Rights Reserved This paper describes one customer’s experience with IBM products.3 second internal response time. According to Jenkner. The scalability introduced by IBM makes our upgrades an extraordinarily smooth process.” In the near future. product and service names may be trademarks or service marks of others. The AS/400’s consistent high performance continues to impress Telecom. That’s one billion disk I/Os per day. including. “As we scale up performance.3 seconds on average for these 300. company. or technology.co. Telecom’s frontline staff can enable multiple products and services directly from their workstations while accessing unified customer information. The changing process takes place under the covers and has no effect on the people developing applications— the application immediately starts to use benefits of the new hardware. References in this publication to IBM products or services do not imply that IBM intends to make them available in every country in which IBM operates. This brief does not constitute an express or implied recommendation or endorsement by IBM of any particular product. Says Jenkner.

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