1. Deliver Tangible Business Results with Siebel Commerce Applications? Yes, You Can! Liah Vazana Sales and Service Business Processes Department Manager Partner Communications

2. Bringing Benefits to Your Organization… Reduce 50% of Average Process Duration Provide One Stop Shop Reduce Average Training Time by 10% Improve TTM by 60% Increase Cross Sales Support Business Rules and Regulation

3. Agenda Market & Business Background Project Purpose & Scope Methodology Challenges Business Benefits: From Dream to Reality Technology Perspective

4. Market & Business Background

5. The Israeli Communications Market 5 Major Companies Market Saturation Quad-Play Heavy Regulation It’s a highly competitive market!

6. Partner Vision To lead the Israeli telecommunications market using a different marketing approach, supplying quality service and innovation in technology, for the benefit of our customers, shareholders and employees. Leadership & Innovation in Technology Customer Centric Dual Branding Operational Excellence One-stop Comm. Company

7. For Example: 80,000 Contact Center Calls Answered by IVR 10,000 Visits to our Sales and Service Centers 30,000 Unique Log-ins to our Self-Service Site Customer Interactions More than 200,000 daily interactions with our customers

8. Using 5 systems for sales and service processes CSR Work Complicated | Slow | Unpredictable due to unstable systems Response to New Market Needs Limited | Slow Self Service Partially prepared for IT Operations Complex Motivation We have to do something…

9. Project Purpose & Scope

10. CSR will work in one system while Customers will have access to comprehensive Self-Service system Simple Fast Innovative Stable ONE Project - Vision

11. Project Phases Consolidate Sales Processes for B2C and Small B2B # 0.5 1 # 2 # # 1.5 3 # Manage Business Opportunities - Open UI Expose Sales Processes for B2C to Self Service Consolidate Customer Care Processes Consolidate Sales and Customer Care Processes for Large B2B

12. # 0.5 - Business Opportunities You always need something to look forward to... Tools for Management for Large B2B Customer: Consolidated, Standardized Information for Existing Customers Opportunities for Potential Customers Summary Display for Management Use

15. # 1 - Sales Processes for B2C 1.2 M Customers Consumers & Small Business Customers 85 Processes Activate/Create & Modify Assets Processes 4 Lines of Business Cellular | ISP | VOB | Devices & Warranty Data Migration 70M Products & Services Product Portfolio 4,500 Products, Services & Rules

16. Consolidate Order Management Process in One System Improve the System Look and Feel Intuitively Navigate the CSR in the Process Expand the Sales Capabilities Start all Processes from One View Maintain Data Consistency Among Systems Expose Business Logic & Product Catalog from One Source Principles

17. Cockpit All the information you need in one place

18. Sales Order

19. Methodology

20. Simplification High level design Analysis Development Testing Modeling product catalog Migration Redefine the Business Processes Design E2E Processes with Oracle Consulting Architecture Team Model Product Catalog in Coordination with Siebel Product Managers Leverage Oracle Consulting and Cognity Best Practices Go Live Training

21. Challenges

22. Perception Cut Over Support System Migration Business Change BusinessTechnology Business Logic Dual Processes Attention of Organization Product Portfolio Duration Efficiency Phases Complex Development Production Freeze

23. ...I have a dream From Dream to Reality

24. Users Perception High level of control Medium level of controlInsufficient level of control Week 1 Week 2 Week 3 Week 4

25. Average Processes Duration GSM Activation Equipment Sale ISP & VOB Activation Deal Cancellation Change Rate Plan Change Number Win Back Relocation 8 min 10 min 25 min 30 min 2 min 4 min 27 min 10 min

26. GSM Activation Equipment Sale ISP & VOB Activation Deal Cancellation Change Rate Plan Change Number Win Back Relocation 50% 76% 93% 50% 92% 73% 75% 4 min 5 min 6 min 2 min 1 min 2 min 3 min 2 min Average Processes Duration

27. Create Dedication Choose the Right Partners Secure Business Involvement Upfront Decommission Legacy Systems Minimize the Gap Time between Project Phases Prepare Business for Go Live Prepare Operational Processes for the Day After

28. How Did Technology serve it? Penelope Mantzari Sales Consulting Manager Cognity S. A.

29. Project Management Challenge Scope evolving and enriched over time Designs & Delivery alignment between cross functional areas & teams Cross cultural project, resources from different countries Continuous Business Engagement Highly complex solution - > close interaction with Siebel Product Management

30. Project Execution ONE: The perfect Launch Implementation against Operational System Retrofit process for production changes Minimize downtime Minimize time window for deployment and migration Parallel changes in Order Fulfillment Legacy Applications Implementation in multiple waves Minimized duration of repository freeze Thorough and well elaborated Cutover Plan Operations Contingency Plan for Cutover and post Go Live 30

31. Achievements Improve TTM Support Business Rules and Regulation Reduce Average Process Duration Use Promotions Keep Configurator constraints to minimum Implemented Mass Promotion Edit Tool for Product Administrators Use Eligibility & Compatibility Rules OCS Extended E&C Rules Framework Use Task Based UIs for all OM Processes Use of Configurator inside Task UI Achieved good performance - Configurator opens in less than 4sec

32. Achievements Support Self Service Use OOTB Web Services for integration with external channels Performance achieved: 1 sec – 7 sec for synchronous validations Expand Business Capabilities Support new functionality: Follow-on orders Revision orders Promotion Groups Time based Offers and Future Requests Multiple Orders per Customer and Subscription Minimize Business Disruption Final Migration execution in less than 24 hr Zero down-time since the beginning System stabilized in one week, while standard is 3 months

33. Questions ? Liah Vazana Liah.vazana1@orange.co.il Penelope Mantzari pmantzari@cognity.gr