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BTI Communications Group, Ltd.

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Presentation on theme: "BTI Communications Group, Ltd."— Presentation transcript:

1 BTI Communications Group, Ltd.
Capabilities Presentation Doug Lambert – GM Six Sigma / ITIL / Prince 2 March 14, 2013 CONFIDENTIAL

2 The story/overview Digital Networked Economy Six Business Core
Market drivers Profitable growth Globalisation Social imperatives Dynamic business Hyper-competition Businesses need Big Thinking to thrive in the 21st Century Core Flexibility Innovative Customer centric Enabling Collaboration Sustainability Risk resilience Six Business Qualities Customer centricity Innovation BTII understands the business issues This slide for internal use only A reference slide to put the story in context and provide a helicopter view of the overall story we’re telling in this presentation. Please understand this story flow before giving the presentation – don’t show this slide to customers, so please delete it from any pack used in a customer facing situation. The flow of the overall story is this: First of all there are 5 market drivers that we’ve identified at BTI that need to be faced up to by today’s business: challenges that require Big Thinking. Thriving in the 21st century demands a considered approach – consideration of these drivers. In setting about this Big Thinking, there are a number of qualities that businesses need to address these drivers – we’ve identified 6 here, with 3 core qualities and 3 enabling qualities. BTI is focusing on the enabling qualities that business need. The presentation goes on to describe an approach to achieve Collaboration. We have developed a coherent journey for customers to follow and constructive propositions that can help customers address the challenges outlined at the beginning. Responding to the challenges of today’s business is not easy to do unaided, but BTI can provide that aid, and the propositions that come at the end part of the presentation are the steps to achieve collaboration. The final step – at this stage – is to start talking. Establish where a customer is on the journey to collaboration, which step is the priority for their business. Then arrange meetings with relevant experts and continue on the journey. BTI has a distinct point of view as to how to tackle the issues BTI has the propositions to convert that point of view into business deliverables Operational Efficiency Contact Centre Efficiency Unified Communications Secure Networking + Others Propositions

3 i/o data centers is to all other data centers what XBOX is to PONG
BTI Hosted Data Center BTI GlobalViewTM Data Center Network Operation Center 247F Help Desk (24 x 7 x FOREVER) Hands-on Cage Support Executive/Sales Office Provide Borderless Networks through Hosted - Exchange - VoIP - Disaster Recovery - Collaboration / Telepresence - Virtualization - Cage / Rack / 2U i/o data centers is to all other data centers what XBOX is to PONG

4 Unified Communications Management Services
GlobalView Unified Communications Management Services Proactive Management and Monitoring: Included Network Support (Unified Communications, Wireless LAN, LAN, VPN, Mission Critical UC Servers) Monitoring devices and applications for performance, capacity and traffic thresholds, connectivity, and services. Firewall / VPN administration Available Business Continuity Plan Administration Additional Value Added: Free Move/Add/Change projects Free network reporting Free training (admin and user) Service Desk: Reactive Remote Network Support Help Desk Technician Dispatching Emergency Support

5 BTI Customers Summit Cold Storage, Inc. CONFIDENTIAL

6 “Borderless Talking Points”
IP Communications Platforms ShoreTel Mitel Cisco Mobility Advanced Applications Servers/Gateways UM/UC/PM CRM Integration iPad/iTouch Wireless and CRM Integration IVR Logging/Recording Voice and Data Network Design LAN/WAN (Routers, Switches, Firewalls, Filters) Wireless Voice/Data Networks Servers, Workstations, Virtualization Disaster Recovery Solutions and Professional Services Mobility, Collaboration, Telepresence and Social Networking Audio, Web, Video Conferencing Desktop sharing Corporate Social Software Network/Carrier Services Local / Long Distance PRI/SIP Internet Multi-Point Data Solutions GOLD

7 BTI Communications – Bringing it all together!
Higher Quality & Improved User Experience Proactive Monitoring Call Management Help Desk w/ Break/Fix

8 Why BTI – Experience and Expertise
BTI provides you expertise in Voice hardware, Data equipment, Local and Wide area network, traditional and IP voice connectivity to the PSTN and the invaluable experience of interoperating all of these technologies. As a Premier Cisco, Mitel and ShoreTel Champion Partner, BTI has the experience, technical certifications and proven Customer Satisfaction Record to deliver Superior Solutions. As an Inter-Tel (now Mitel) dealer for almost 15 years we are experts in traditional voice and VoIP technologies. BTI has certified technicians that have worked on the Inter-Tel/Mitel platform for more than 12+ years. Our help desk can support remote changes, service troubleshooting and end user training on all of our products/applications as well as desktop support, End-Point Security… the list goes on and on.

9 Why BTI – Managed Service Approach
Why pay to make an equipment acquisition, pay to make changes and pay to get service? BTI has developed a complete managed service program that allows you to make one monthly payment that includes: Equipment acquisition LAN/WAN Network Assessments for VoIP preparedness Ongoing system support and maintenance System Software Upgrades Remote programming changes Proactive system alarm monitoring Proactive and reactive remediation services Monitoring tools on IP-PBX that can grow to routers, servers, etc across the Enterprise SLAs associated to service requirements

10 Dedicated Project Team
Client advocate Key contact Technical design feature & functionality Represents the end user Manages all comms material Responsible for hardware installation Single support contact Service QA & escalations Maps billing requirements Ensures data integrity requirements

11 Implementation Process
Define Requirements Brief Teams & Build Plans Approve All Project Plans Execute (revise as need) Launch a Customer intent to “buy” Identify project requirements Document the Scope of Work (SoW) Identify BTI and customer project teams Begin contract Next Stage Req: Approved SoW The “Kick-off” meeting Review SoW: address any outstanding issues BTI Implement Manager takes lead Write Business Requirements Document and Project Plan Next Stage Req: Sent to Client BRD and PP Final document-ation and client approval of TRD and PP Proj. Governance established: - daily/weekly status meetings - risk register - issues log - status reports - change mgmt requirements Next Stage Req: Client approval of all plans Proj. team move into “execution” Key owners: Infrastructure, Telecom, Data Quality, Operations, Billing, Portfolio, User Adoption & Education Internal training & testing Next Stage Req: Client approval of all tactical elements and final “go/no go” decision Service Live! End user communications and training begins Post-launch review with customer (30-60 post-launch)

12 End User Communications Lifecycle
Pre-Launch Days 1-90 Days 90+……………………………………………………….. Define Welcome Remind Thank Elicit Feedback Campaign Objectives Target Group(s) Key Messages Creative Elements Branding & Corporate Guidelines Key Timing Approval Process Announcement Welcome Welcome Kit (User guide, Wallet card, letter) Website (Overview, Account Setup, FAQs, etc.) Training (Virtual Webinars, Online Tutorials) Awareness Days Quick Reference Guides Non and Lapsed User s “Education” s (i.e. Fraud, Q&A) Outbound Calling Campaigns Reminder s Awareness Builders Product Upgrade New Solutions s and Call Campaigns First Time User “Thank You” Thank You Program After Year One Customer Satisfaction Surveys

13 Ultimate End-User Relationship
BTI Adoption & Education Program Adoption & Training Welcome Services On-Going Education Creative Services Introduce Service, Educate Personalized welcome Thank, Educate & Ensure Satisfaction Differentiate Ultimate End-User Relationship


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