» Financial Studies
Company background: This Banking Institution provides services
for a variety of financial asset managers such as mutual fund
complexes, investment advisors, banks and insurance companies.
Through its wholly-owned subsidiary, they provide core services,
global custody and multicurrency accounting, and value added services,
including mutual fund administration, securities lending, foreign
exchange, cash management, performance measurement and institutional
transfer agency services. Offices are located in the United States,
Canada, Cayman Islands, and Ireland.
Experiencing significant growth in their business,
our client must ensure that the proper IT infrastructure is in
place for their customers. Over a two month time period, a technical
assessment, led by JP Bhamu, helped validate and enhance their
production and development operations to leverage Oracle, Veritas,
and Solaris technologies for high performance and high availability.
Some technologies being evaluated:
Replication, Parallel Server, Clustering, Oracle New Features,
and RAID subsystems.
With over thirty production and development Oracle
databases, we compiled an Oracle migration path which included:
test plan requirements, the impact of an Oracle migration, Migration
environment recommendations, Oracle new features, a 64-bit analysis,
and a sample project plan.
We played a key role in defining the extract,
transformation, and load (ETL) process, backup & recovery
strategy using Oracle and Veritas technologies, and data model
for the 24x7, internet-driven, customer data warehouse system.
» Oracle CRM implementation
for a Global Mobile Service Provider
The Client
A large player in the telecom sector with many firsts and innovations
to its credit, ranging from being the first mobile service in
Delhi, India, first private basic telephone service provider in
the India, first Indian company to provide comprehensive telecom
services outside India in Seychelles and first private sector
service provider to launch National Long Distance Services in
India. As of April 30, 2004, this client had approximately 8 million
total customers
Key Business Requirements
Oracle CRM implementation
One of the prime objectives of the Customer Relationship Management
system implementation was to provide a consistent response to
all customer queries irrespective of the media (Voice or non-voice)
or the source of the query from the vast geographical spread of
thousands miles of client network. Customer Service, Sales &
Marketing modules were the key CRM modules to be implemented.
There was a large emphasis on the Customer Service & the various
interfaces of the CRM system with Kenan billing, IVR system, SMS,
email, OmniDocs etc.
The Solutions
Technology Environment : SF 6800 servers, Sun Solaris 2.8, 11i
CRM on 9i RAC database, Telecom Billing software.
Value Delivered
The client went live on Oracle 11i CRM implementation and began
realizing the envisaged profitability by
1) Providing better customer experience to its 7 million customers.
The satisfied customer was expected to refer more customers to
the network.
2) By capturing a 360degree view of the customer in terms of what
all services were opted for, what could cross sell and up sell
to the customers'
3) Increasing the 'first time resolution' approach to customers'
complaints. This decreased the repeat calls count and helped the
company in increasing its revenue.
4) Implementation of Service management (ITSM) processes.
5) The implementation was rolled out to 17 circles/States over
WAN/LAN
