SAP CRM in Telecommunications.

Customer details
Company name

Country

Solution / Service / Functional Area

Revenue Segment

Employee Segment

Deutsche Telekom AG

DE

Current Release Level|Sales|Service

CRM Interaction Center (IC)

StarHub Ltd

SG

Field Apps

Ipko Telecommunications LLC

RS

Sales

Telekom Deutschland GmbH

DE

Analytics|E-Commerce|Marketing|Sales|Service

BOUYGUES TELECOM
TECHNOPOLE

FR

CRM - Sales and Service

500+

Telikom Limited

PG

CRM - Sales and Service

500+

Vivento Deutsche Telekom AG

DE

Sales|Service|Current Release Level

Dedicado S.A.

UY

CRM - Sales and Service

Swisscom IT Services AG, Bern

CH

CRM Interaction Center (IC)

Fujitsu Australia Limited

AU

CRM - Sales and Service

Cable & Wireless Panam

PA

CRM - Sales and Service

CORPUS SIREO

DE

Sales

Deutsche Telekom AG

DE

Sales|Marketing|Current Release Level

Deutsche Telekom AG

DE

CRM Interaction Center (IC)|Current Release Level

T-Systems International GmbH

DE

Competitive Replacement/Win (INTERNAL

customer name only)|Marketing|Sales|Service

500+

Elion Enterprises Ltd.

EE

Business Communications Management and CRM

500+

Perusahaan Perseroan
(Persero)

ID

CRM - Sales and Service

500+

500+
750MILL-1,500MILL

500+
250-499

1,500MILL+

500+

100-249
500MILL-750MILL

500+
500+
250-499

50MILL-200MILL

250-499

SAP CRM for Telecommunications

Selected Telecommunications References

Improved multichannel order management for triple-play services

Reduced cost through harmonization of sales and support processes

Increased integration and data consistency

Optimized end-to-end order to cash process

Reduced sales cycle time

Improved product positioning

Integrated order management across interaction channels

Reduced order fall-out rate to less than 1%

Reduced fraud by 80%

Improved visibility about status and results of marketing campaigns

Increased effectiveness of marketing campaigns with better segmentation

and targeting

National Cable Networks wall2wall Telco CRM for B2C

Executive Summary

Company
National Cable Networks/

The Companys top objectives

Rostelecom
Headquarters
Moscow, Russia

Industry
Telecommunications,
Cable Operator

NCN transformed its business from being a traditional cable operator to a nextgeneration service provider offering triple-play services. To support its ambitious drive
for growth and increased ARPU, NCN introduced SAP CRM as its new Customer
Care platform

Significantly improved customer

on-boarding across 7 acquired
divisions

Resolution

Complete SAP CRM Wall2Wall implementation plus SAP PI as Middleware

includes Loyalty Mgmt, Telco order management, Product Modeling, Service
Orders and SAP PI integration with external billing and the activation platform

Products and Services

The key benefits

Broadband Internet,
Voice and IP TV via Cable

Employees

170 000

support millions of customers and transactions

Powerful integration suite SAP CRM together with SAP Procurement Insight
supports flexible integration with billing and activation systems
Usability and solid road map SAP CRM provides an easy-to-use interface.
The call center agent has a unified workplace, all necessary information is
available in one screen

Revenue

RUB 238.7 billion

Web Site
http://www.ncnet.ru

Customer Video: http://www.sap-tv.com/ncn-winning-customers-in-russia/5328

"

reduced average call time in call

centers.

T-Systems RUNS BETTER SAP CRM and Billing platform

Executive Summary

Company
T-Systems

The SAP team delivered a highly successful solution for T-Systems Service Provider
business of 4300 users substituting an existing CRM and a new Billing platform

Headquarters

The Companys top objectives

Frankfurt, Germany

Industry
Telecommunications,
Service Provider

Resolution

Products and Services

Telecommunications and
IT Services for large
enterprises
Employees
48,200

Replacement of old cost and maintenance insensitive Siebel CRM

CRM is the central link for all business relevant processes
Ensure reliable and traceable billing for new and existing services

Implementation of SAP CRM (Sales and Service except incident mgmt.)

Only 11 months project duration with the SCRUM implementation approach
Implementation of SAP Billing for Telecommunications for new Services

The key benefits

Single point of truth for customer relevant information

Implementation of an E-t-E infrastructure
Decreasing complexity of interfaces and number of systems
Increased visibility and correctness in the Billing process

Revenue
US$9,5 billion
Web Site
www.t-systems.com

Thanks to the SCRUM methodology, we were able to succeed in just twelve months, a
system that was developed over eight years in one of the largest CRM installation in
Europe.
Detsch Peter, T-Systems International GmbH

15%
TCO reduction

360
View of the
Customer

BSNL High Scale Sales, Marketing&Customer Care

Company

Executive overview

BSNL

BUSINESS TRANSFORMATION

Headquarters

The Companys top objectives

India
Industry
Telecommunications

The resolution

Products and Services

wired and wireless

telecommunications

Employees

200 000
Revenue
US$ 4.3 billion
Web Site
www.bsnl.co.in

Highly diverse system landscape

seeking for consistent and integrated CRM platform for North and West Region
Wireline and Broadband
10 000 users

SAP solution consolidates all customer data in one systems and provides Marketing, Order
Capture, Service ticketing for B2C and B2B
Web self service suite

The key benefits

support of 33 Mill customers

Powerful integration suite to support integration with SAP ERP and Non SAP Billing and
activation systems
Usability and solid road map SAP CRM provides an easy-to-use interface.
The call center agent has complete 360 customer view - all necessary information is available in
one screen

TOP BENEFITS
ACHIEVED

"
Reduction in TCO

!
Improved agent
productivity