Cleverlance Enterprise Solutions participated in installing ngCRM at Slovak Telekom through the reintegration of People@work. CRM was reintegrated through the entire Deutsche Telekom group, of which Slovak Telekom is a member, in order to create an integrated customer care system and record their orders across all communication technologies, both fixed and mobile.
Because Cleverlance has long supported and developed workforce management solutions for Slovak Telekom through People At Work (P@W), it was invited onboard the project. Slovak Telekom, the largest multimedia operator in Slovakia, originally used the CRM system Siebel 6.3, which was also integrated with P@W. After Slovak Telekom decided to move from Siebel 6.3 to CRM Siebel 8.1 a range of business process needed to be modified and changes made in almost all IT systems, including P@W.
The project modifying the CRM system, including the related business processes, began halfway through 2011 and lasted more than two years. Many contractors and hundreds of people worked on it. Cleverlance integrated P@W, which it had already supplied, with ngCRM. This entailed a complex and comprehensive reintegration of the product catalogue, new workflows, etc. Several modifications had to be made to P@W for the needs of Siebel 8.1. After installation in the production environment, the catalogue of services offered was integrated, and this will impact positively on the volume of services created. Full utilisation of P@W now offers customers binding real service setup deadlines immediately upon their first getting in touch with the call centre or visiting their local shop – One Stop Shopping.
“We are really happy with the quality of service provided by Cleverlance. This was confirmed by the fact that installation took place without problem during the integration phase, which tends to be prone to programme errors,” said Beata Lacíková, head of IT solutions, Slovak Telekom.
“The smooth start-up was the result of a well chosen strategy for the development and the application of changes. Simply by changing configuration we allowed for the transition to a new version of the integration of CRM and P@W. This was also apparent in the minimum of errors during integration tests and the customer’s satisfaction,” said Milan Mitošinka, head of mobile solutions, Cleverlance.
About Slovak Telekom, a. s.
Slovak Telekom is the largest Slovak multimedia operator with many years’ experience and a responsible approach to business. Under the Telekom brand it offers individuals, households and corporate clients the products and services of a fixed and mobile telecommunications network. It brings international knowhow, innovative solutions and the latest technological trends to the market. Slovak Telekom is part of the Deutsche Telekom Group.
About Cleverlance Enterprise Solutions, a. s.
Cleverlance is the leading Czech supplier of IT consultancy services and comprehensive SW solutions for the financial, telecommunications and public sector. The company’s main offer is support for clients’ business processes and new services thanks to the effective implementation of SW solutions. The Cleverlance team comprises more than 400 specialists with knowledge in the spheres of business consultation and analysis, the design, development and implementation of information systems, project management, testing and QA, information security, technical support, and the comprehensive outsourcing of information systems. The affiliates TrustPort and AEC expand the portfolio by services in the sphere of information systems security and top-end security products, and CTS in the sphere of investment banking.
More information about the Cleverlance Group is available at: www.cleverlance.com.