12 th Esri India User Conference 2011 “Customer Experience Management – Server T Upen 1 Sr. Project Manager, Infote 11, Software Un Abstract: In today's competitive telecom business envir customer service can act as a differentiator. The experience management is to move customers loyal and then from loyal to brand ambassa managing the customer relationship has been Customer Relationship Management. However, t solutions are designed to focus on product, pri process, with minimal or no focus on customer ne The result is a sharp mismatch between telec approach to customer expectations and what c want, resulting in the failure of many implement increase the implementation success rate, the on to use innovative spatial Information technolog effectively. This paper is discussing about lead telecom operators success story. At the time of a to create positive customer experience, this leads brand loyalty. The winning innovative solution by integrating s had helped to consolidate all independent inte migrate them into ESRI ArcGIS server 9.2, along existing database to Oracle 10g in Windo environment by using web services. The web-b system accesses the spatial data via map servic data from map document (.mxd), and read data Oracle database, and other shape files with database servers of electricity, municipality and o This innovative and optimized integrated customization has helped back-office users. The in able to view all the intra-departmental consolida sign-on (SSO), to make quick tactical decision operations. The internal department users, provisioning process effectively for feasibility services and service information to end-customer time updated data from other departme notifications. All sales and Outlet users were happy for the pe ArcGIS server and AJAX technologies and the mod Interactive UID helped easy use and more flexib sign-on (SSO). This Innovative spatial implemen customer experience management, by reducing reduced process time, maximize up-sell and cross- and improve decision making and customer servic Page 1 of 6 – An Innovative Solution Integrating Spatial Inf Technology” – A Real-Time Case Study ndar Kasam 1 , Rajesh Kumar Bethi 2 ech Enterprises Limited 2 Consultant, Infotech Enterprises nits Layout, Infocity, Madhapur, Hyderabad, AP, India ronment, superior e goal of customer s from satisfied to ador. Traditionally, n the domain of the strategies and ice and enterprise eed and desire. com organizations customers actually tations. In order to nly possible way is gies and solutions ding EMEA region acquiring customer s to customer build spatial information ernal systems and g with migration of ows 2003 server based GIS mapping ces, which enabled a from Arc-SDE, NE h multiple oracle other departments. d process with nternal users were ated data in Single ns in day to day able to support status, activation rs, along with real- ents with e-mail erformance of ESRI dern look and feel. bility due to Single ntation supported customer churns, -sell opportunities, ce-experience About the Author: Mr. Upendar Kasam, PMP, Princ He has more than 15 years o domain specializing in Geog (GIS), Operation Support Syste in Inventory Management Syst working as a Senior Project Ma Competency and Consultanc Vertical at Infotech Enterprise L E mail ID: Upendar.Kasam@infot Contact No: +91 – 917733 About the Co-Author: Mr. Rajesh Kumar Bethi, e-TO experience in Telecom domain Information System (GIS), Inv (IMS) along with implement conversion / migration project has executed several large projects for major telecom op APAC regions. E mail ID: Rajesh.Bethi@infotech Contact No: +91 – 996310 formation with ArcGIS s Limited ce2, e-TOM, ITIL & IQA of experience in the telecom graphic Information System em (OSS) with core expertize tem and BPM. He is presently anager/Consulting Manager in cy Unit (CCU) from N&CE Limited ech-enterprises.com , 35507 OM Certified, has 14 years of n, specializing in Geographical ventory Management System tation of end to end data management experience. He inventory data migration perators in USA, Europe and h-enterprises.com , 04209
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
12
th Esri India User Conference 2011
“Customer Experience Management –
Server Technology”
Upendar Kasam1
Sr. Project Manager, Infotech Enterprises Limited
11, Software Units Layout, Infocity, Madhapur, Hyderabad, AP, India
Abstract:
In today's competitive telecom business environment, superior
customer service can act as a differentiator. The goal of customer
experience management is to move customers from satisfied to
loyal and then from loyal to brand ambassador. Traditionally,
managing the customer relationship has been the domain of
Customer Relationship Management. However, the strategies and
solutions are designed to focus on product, price and enterprise
process, with minimal or no focus on customer need and desire.
The result is a sharp mismatch between telecom organizations
approach to customer expectations and what customers actually
want, resulting in the failure of many implementations. In order to
increase the implementation success rate, the only possible way is
to use innovative spatial Information technologies and solutions
effectively. This paper is discussing about leading EMEA region
telecom operators success story. At the time of acquiring customer
to create positive customer experience, this leads to customer build
brand loyalty.
The winning innovative solution by integrating spatial information
had helped to consolidate all independent internal systems and
migrate them into ESRI ArcGIS server 9.2, along with migration of
existing database to Oracle 10g in Windows 200
environment by using web services. The web-based GIS mapping
system accesses the spatial data via map services, which enabled
data from map document (.mxd), and read data from Arc
Oracle database, and other shape files with multiple oracle
database servers of electricity, municipality and other departments.
This innovative and optimized integrated process with
customization has helped back-office users. The internal users were
able to view all the intra-departmental consolidated data in Sin
sign-on (SSO), to make quick tactical decisions in day to day
operations. The internal department users, able to support
provisioning process effectively for feasibility status, activation
services and service information to end-customers, along with r
time updated data from other departments with e
notifications.
All sales and Outlet users were happy for the performance of ESRI
ArcGIS server and AJAX technologies and the modern look and feel.
Interactive UID helped easy use and more flexibilit
sign-on (SSO). This Innovative spatial implementation supported
customer experience management, by reducing customer churns,
reduced process time, maximize up-sell and cross-
and improve decision making and customer service
Page 1 of 6
– An Innovative Solution Integrating Spatial Information with ArcGIS
Server Technology” – A Real-Time Case Study
Upendar Kasam 1, Rajesh Kumar Bethi
2
Infotech Enterprises Limited 2
Consultant, Infotech Enterprises Limited
11, Software Units Layout, Infocity, Madhapur, Hyderabad, AP, India
oday's competitive telecom business environment, superior
customer service can act as a differentiator. The goal of customer
experience management is to move customers from satisfied to
loyal and then from loyal to brand ambassador. Traditionally,
the customer relationship has been the domain of
Customer Relationship Management. However, the strategies and
solutions are designed to focus on product, price and enterprise
process, with minimal or no focus on customer need and desire.
a sharp mismatch between telecom organizations
approach to customer expectations and what customers actually
want, resulting in the failure of many implementations. In order to
increase the implementation success rate, the only possible way is
ative spatial Information technologies and solutions
effectively. This paper is discussing about leading EMEA region
telecom operators success story. At the time of acquiring customer
to create positive customer experience, this leads to customer build
The winning innovative solution by integrating spatial information
had helped to consolidate all independent internal systems and
migrate them into ESRI ArcGIS server 9.2, along with migration of
existing database to Oracle 10g in Windows 2003 server
based GIS mapping
system accesses the spatial data via map services, which enabled
data from map document (.mxd), and read data from Arc-SDE, NE
Oracle database, and other shape files with multiple oracle
database servers of electricity, municipality and other departments.
This innovative and optimized integrated process with
The internal users were
departmental consolidated data in Single
on (SSO), to make quick tactical decisions in day to day
operations. The internal department users, able to support
provisioning process effectively for feasibility status, activation
customers, along with real-
ted data from other departments with e-mail
ll sales and Outlet users were happy for the performance of ESRI
modern look and feel.
more flexibility due to Single
on (SSO). This Innovative spatial implementation supported
customer experience management, by reducing customer churns,
-sell opportunities,
ce-experience
About the Author:
Mr. Upendar Kasam, PMP, Prince2, e
He has more than 15 years of experience in the telecom
domain specializing in Geographic Information System
(GIS), Operation Support System (OSS) with core
in Inventory Management System
working as a Senior Project Manager/Consulting Manager in
Competency and Consultancy Unit (CCU) from N&CE
Vertical at Infotech Enterprise Limited
E mail ID: Upendar.Kasam@infotech
Contact No: +91 – 9177335507
About the Co-Author:
Mr. Rajesh Kumar Bethi, e-TOM Certified, has 14 years of
experience in Telecom domain, specializing in Geographical
Information System (GIS), Inventory Management System
(IMS) along with implementation of end to end data
conversion / migration project management experience. He
has executed several large inventory data migration
projects for major telecom operators in USA, Europe and
APAC regions.
E mail ID: Rajesh.Bethi@infotech
Contact No: +91 – 9963104209
An Innovative Solution Integrating Spatial Information with ArcGIS
Infotech Enterprises Limited
PMP, Prince2, e-TOM, ITIL & IQA
has more than 15 years of experience in the telecom
domain specializing in Geographic Information System
(GIS), Operation Support System (OSS) with core expertize
in Inventory Management System and BPM. He is presently
working as a Senior Project Manager/Consulting Manager in