1. How Proximus
transforms sales
through
UX reimagination
CAS6956

2. With you today Kurt Van de Moortele Nandu More Sandeep Padhye
Domain Manager, Proximus
Client Director, Tata Consultancy Services
Senior Director, Oracle, Tata Consultancy Services

3. Customer experience
In the Business 4.0TM era

4. Business 4.0 - Superior customer experience is key
86% of buyers will pay more for a better brand experience, but only 1% feel that vendors consistently meet expectations - Oracle
47% of organizations will use chatbots for customer care and 40% will deploy virtual assistants - Gartner
By 2020 more than 40% of all data analytics projects will relate to an aspect of customer experience - Gartner

5. Proximus -Reimagining CRM

6. Proximus Group Proximus Brands
Proximus – largest communications provider for Belgium
Proximus Group
Proximus Brands
Proximus is a leading Telecommunications company & a Digital Service Provider operating in the Benelux and international markets (through its affiliate BICS)
Proximus provides telephony, internet, television and network-based ICT services and digital services like smart mobility and security
Wide range of products including - Fixed, Mobile, ICT, Data Solutions*
*Source: Proximus Annual Report 2017 & BIPT Portal

7. Going digital first - evolving CRM Landscape
Technology for mobile stack
Business
MVNO
Selling
Ordering
Provisioning
Billing
K E N A N
(Home-grown)
Selling applications for consumer market rationalized with Siebel

8. Going digital first - Value Delivered

9. Siebel based Innovations @ Proximus

10. The journey so far

11. The Proximus journey…
In a competitive market, with digital-first customers – what is Proximus’ long term vision for enhancing customer experience? 1
What challenges did you face when you moved towards one selling system using Siebel ? 2
What benefits did your customers receive from your recent User Experience (UX) enhancement program? 3
Improve collection
Effectively managing invoices, disputed transactions can improve cash flows and help businesses allocate freed up resources more effectively. Streamlining and optimizing invoice processing involves:
Locating past due and disputed invoices adversely impacting collections
Understand payment behavior patterns of potential high risk customers and their expected payment delays
Customized collection actions tailored for each invoice or customer
Estimate past due and disputed invoices delays
Optimize Tail Spend
Low value spend management is becoming important while focus remains on high spend or core areas. Tail spend can be optimized in analyzing Purchase Orders and Invoices to:
Rationalize and consolidate the vendor network
Consistently validate price points at which products were procured
Identify direct spend reduction opportunities
Reduce Procurement transactions
Backlog Likelihood Identification
Manufacturing organizations have to ensure timely order fulfillment to enhance customer experience. Lack of an effective system to identify completion time of both internal and external order can result in increased costs and it impacts customer satisfaction levels adversely. Areas of maximum backlog likelihood can be identified and order completion time can be projected by:
• Developing rules for predicting the chances of delay for orders in each phase of fulfillment
• Creating an algorithm capable of predicting completion time
Identify Idle Inventory
Idle inventories being held at different warehouses without any perceptible demand can lead to high holding costs, extra inventory piled up in warehouses, inefficient demand fulfillment and over procurement.
Historical inventory data across warehouses can be analyzed on various aspects including SKUs and demand across locations over time and an optimization engine can be developed that can provide the optimal inventory relocation plan and Purchase Order (PO) schedule for each SKU. This can signi­ficantly reduce the extra procurement and provide a centralized PO schedule for all warehouses
Inventory Optimization through accurate forecasting
Successful lean manufacturing depends, in part on efficient inventory management. A large stockpile of finished products hampers cash flow and increases overhead costs. Additionally, a bloated inventory runs the risk of obsolescence. Improving on this performance requires:
• Analyze historical data and forecast demand
• Improve forecasting accuracy to reduce overhead costs, capture sales opportunities and ensure customer satisfaction
Proactive Quality Control
Production process optimization, while reducing wastage and containing costs is a key focus of any manufacturing organization. Manufacturing processes can be improved by understanding what drives product quality and thereby gaining the ability to predict future quality. Real time alerts can be put in place for the most susceptible machine components to highlight ongoing or likely production issues.
Predictive Maintenance
Equipment failures drive up maintenance costs and can result in unplanned shut downs which impact efficiency and production. Historical sensor data can be analyzed to identify causes of such disruptions thereby gaining the ability to accurately forecast the occurrence of unplanned failures and. Such a system can predict failure events and provide the resource management decision (RMD) team with enough notice and response time to plan their maintenance schedule. It reduces equipment failure, reduce unplanned maintenance and overall maintenance cost.

12. …to Business 4.0 transformation
What will be your key message to the customers who are probably at the same stage as you, but are not sure of moving out of Siebel? 4 5
How is TCS involved as a partner in this Proximus journey to transform their customer experience?
Lastly, how does Proximus plan to leverage next gen technologies - like AI, Chatbot, adaptive intelligence to enhance their customer experience? 6
Improve collection
Effectively managing invoices, disputed transactions can improve cash flows and help businesses allocate freed up resources more effectively. Streamlining and optimizing invoice processing involves:
Locating past due and disputed invoices adversely impacting collections
Understand payment behavior patterns of potential high risk customers and their expected payment delays
Customized collection actions tailored for each invoice or customer
Estimate past due and disputed invoices delays
Optimize Tail Spend
Low value spend management is becoming important while focus remains on high spend or core areas. Tail spend can be optimized in analyzing Purchase Orders and Invoices to:
Rationalize and consolidate the vendor network
Consistently validate price points at which products were procured
Identify direct spend reduction opportunities
Reduce Procurement transactions
Backlog Likelihood Identification
Manufacturing organizations have to ensure timely order fulfillment to enhance customer experience. Lack of an effective system to identify completion time of both internal and external order can result in increased costs and it impacts customer satisfaction levels adversely. Areas of maximum backlog likelihood can be identified and order completion time can be projected by:
• Developing rules for predicting the chances of delay for orders in each phase of fulfillment
• Creating an algorithm capable of predicting completion time
Identify Idle Inventory
Idle inventories being held at different warehouses without any perceptible demand can lead to high holding costs, extra inventory piled up in warehouses, inefficient demand fulfillment and over procurement.
Historical inventory data across warehouses can be analyzed on various aspects including SKUs and demand across locations over time and an optimization engine can be developed that can provide the optimal inventory relocation plan and Purchase Order (PO) schedule for each SKU. This can signi­ficantly reduce the extra procurement and provide a centralized PO schedule for all warehouses
Inventory Optimization through accurate forecasting
Successful lean manufacturing depends, in part on efficient inventory management. A large stockpile of finished products hampers cash flow and increases overhead costs. Additionally, a bloated inventory runs the risk of obsolescence. Improving on this performance requires:
• Analyze historical data and forecast demand
• Improve forecasting accuracy to reduce overhead costs, capture sales opportunities and ensure customer satisfaction
Proactive Quality Control
Production process optimization, while reducing wastage and containing costs is a key focus of any manufacturing organization. Manufacturing processes can be improved by understanding what drives product quality and thereby gaining the ability to predict future quality. Real time alerts can be put in place for the most susceptible machine components to highlight ongoing or likely production issues.
Predictive Maintenance
Equipment failures drive up maintenance costs and can result in unplanned shut downs which impact efficiency and production. Historical sensor data can be analyzed to identify causes of such disruptions thereby gaining the ability to accurately forecast the occurrence of unplanned failures and. Such a system can predict failure events and provide the resource management decision (RMD) team with enough notice and response time to plan their maintenance schedule. It reduces equipment failure, reduce unplanned maintenance and overall maintenance cost.

13. Thank You