A recentexamination of the BPM used for the Carphone Warehouse (News - Alert) revealed some interesting findings.
“The Carphone Warehouse has already seen early benefits from its BPM implementations,” say official of Macehiter Ward-Dutton, who conducted the study. “Processes linking CRM and billing functionality are now in place and are able to be changed much more quickly than would have been the case using ‘traditional’ integration methods. In another project, a telecoms service activation process has been implemented centrally and made available to retail operations across Europe, bringing major time-to-market benefits for new products.”
The company’s fast growth, combined with the way it’s grown -- “blending organic growth with a very proactive approach to acquisition of businesses in order to enter new markets and territories” -- means it has a base of complicated applications. This is a big IT challenge, given all the legacy demands.
As a result, Carphone Warehouse decided to implement not just a new billing system, but a new CRM system as well. They chose Chordiant (News - Alert) for the CRM part.
The most obvious short-term benefit of the company’s BPM implementations, the case study found, was that “a key technology capability it needed urgently, flexible automation of long-running processes linking billing and CRM, has finally been provided.
In April TMC’s (News - Alert) Brendan Read reported that BPM supplier Pegasystems (News - Alert) acquired Chordiant Software in an all-cash deal for approximately $161.5 million or $5/share.
Chordiant brought to Pegasystems its Customer Experience (Cx) inbound and outbound CRM, predictive analytics, adaptive decisioning, cross-sell/upsell, retention and process monitoring software and services.
“Chordiant’s newest product, announced in early April, just before stepping to the altar with Pegasystems, is Chordiant Cx Outbound,” Read wrote at the time: “It offers businesses the opportunity to use a common set of customer strategies to systematically determine the best next action for a customer regardless of the direction of the communication and the channel.”
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Erin Monda