1. HMP Beratungs GmbH company presentation
Name MA
Ort, Datum
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

2. HMP Beratungs GmbH Who we are
Foundation: 1993 Ownership: managed by partners CEO: Ing. Martin Bayer, Mag. Thomas Schmutzer Employees total: 15 Locations: Vienna, Micheldorf and Bratislava – strong European Parner Network
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

3. Communication Processes Communication Processes
External
Communication Processes
Internal
Communication Processes
Customer Experience Design, Implementation & Management
Increased efficiency due to optimized information and processes
Optimal Integration of existing and new ways of interaction
Support of processes by IT- & TK- solutions
Consulting experts for the technological & organisational optimisation of processes
Target-oriented use of devices & services from the view of employees and the organisation
Provision of current and consistent information at all
contact points
Kreis JPG skalierung 24 %
Communication Costs
& Business Procedures
Optimisation of ongoing external costs (OPEX) Optimization of operating & support processes
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

4. Our References Clients and sectors
The holistically and individually aligned consulting- & project- support from the first idea until the measurable success of the implementation, is our secret of success. Our clients can confirm this…
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

5. TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF
HMP 5 good reasons
We offer technology & organisation consulting under one roof and integrate „best of both“
We listen & understand the needs of your sector and the challenges your organisation is facing
We take responsibility – our experienced consultants work side by side with decision makers and knowledge holders of your organisation
We guide you from the idea until the successful implementation and hence guarantee a verifiable and measurable success
We enhance your organisation and help you reduce costs
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

6. TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF
HMP areas of activity: External Communication Processes, Internal Communication Processes and Communication Costs & Business Procedures
Portfolio Details
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

7. The consulting experts Internal Communication Processes
External Communication Processes
Internal Communication Processes
Communication Costs & Business Procedures
Increased Efficiency due to Optimized Information and Processes
Process Optimisation
Improvement and design of processes and workflows
Provision of Information
Optimisation of provision of information alongside processes and work flows
Workflow- & Knowledge Management
Modelling and specification of workflows and tasks
ITC-Strategy
Creation of an ITC strategy according to organisational needs and consideration of existing infrastructure & investments
Infrastructure- & Transmission Technologies
Design of infrastructure- & transmission- technology based on current & future needs
Support through Technology
Optimisation of processes & workflows through use of new technologies
Support of Processes by IT- & TC-Solutions
Precise Use of Devices & Services from the perspective of Employees & Organisation
New World of Work
Development of a “New World of Work“-Vision and creation of a specific Transformation-Map
Mobility
Processes-Enhancement through use of suitable devices & applications for different usergroups
Workspace Models
Cost / benefit optimisation of workplace models & equipment in order to fulfil the needs of employees & organisation
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

8. External Communication Processes
Internal Communication Processes
Communication Costs & Business Procedures
The consulting experts
Customer Experience Design,
Implementation & Management
Understand Customer Expectations
Support employees to take up the customers position and hence improve services
Process Design
Design & Alignement of Communication- and Organisation-processes towards the customers needs & expectations
ITC & Organisational Implementation
Definition of requirements of the ITC-systems as well as of the organisation based on target processes
Optimal Integration of Existing and New Ways of Interaction
Customer Interaction Center
Design, planning & setup of customer service- and contact centers
Multi Channel Management
Conceptual design of consistent customer communication via multiple channels- and touchpoints
Automatisation
Optimisation of customer care queries based on urgency, priority & costs
Provision of Current & Consistent Information at all Contact Points
Touchpoints
Identification, analysis and active design of customer-interaction touchpoints
Data Management
Conceptual design of consistent data- & information-provision at all contact- & touchpoints
SLA / OLA Management
Development of Service Level Agreements between service providers and their partners
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

9. Communication Costs & Business Procedures
External Communication Processes
Internal Communication Processes
Communication Costs & Business Procedures
The consulting experts
Optimization of Ongoing External Costs
(OPEX)
Contract Optimisation
Decrease of ITC costs by optimising provider contracts (data, mobile, landline network, licenses, alarm systems, etc.)
Cost / Performance Management
Reduction of internal efforts in the ITC operation through professional controlling
Optimisation of Dimensioning
Reduction of ITC costs through demand-actuated dimensioning of services
Optimisation of Operating Models and Support Processes
Operational Optimisation
Optimisation of the internal & external support processes through proven methods and standards
Operating Models
Analysis and assessment of different operation models and support for the implementation
Operation Risk Management
Identification, analysis & assessment of risks as well as development of mitigation means
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

10. Overview Testimonials
Detailed project description and statements of testimonials for each of HMPs activity areas
Overview Testimonials
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

11. Some of Our Testimonials Design of internal communication processes
Company
Project
Vienna Insurance Group
Contact Person: DI Klaus Krebs Tel.:
Conceptional design, planning, tendering and assessment of a central VoIP solution for all corporate sites incl. network planning. Development of an operational concept and a migration plan for the establishment of the new communication systems incl. integration of mobile phones. Guidance through the project-implementation for the client until the end of the roll out.
Salzburger Landeskliniken
Contact Person: DI Norbert Steiner Tel.:
Within the continuous improvement process Salzburger Landeskliniken planned to extend mobility. The need of mobile services of each department was compiled and matched with up to date technologies and analysed in regards to feasibility, availability & future viability. The cost estimation was part of the master plan for the communication process optimisation of Salzburger Landeskliniken.
OeNB
Contact Person: Christoph Martinek Tel.:
The two departments “IT-Operations” and “Procurement, Technology & Services” aim at identifying synergetic potentials of connected services & support processes. The project focused at process optimisation and benchmarking for operation and outsourcing models. Best practices from other previous HMP-projects were integrated in the solution design.
Stadt Mannheim
Contact Person:
Gerd Armbruster
Tel.:
The Managed Service solution for “7000 Freizeichen“ shall offer Stadt Mannheim an economic and flexible solution for the facilities and provision of service- & communication work places in accordance with their specific needs. HMP developed a requirement specification document, which dealt with topics from technology to the description of functionalities. All organisational frameworks, such as scope of the Managed Service and SLA were defined.
More Testimonials:
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

12. Some of Our Testimonials Design of external communication processes
Company
Project
Wiener Wohnen
Contact Person: Mag. Barbara Pilgram Tel.: +43 (0)
The goal was to implement a Customer Experience Design for business processes. In the begin, process-design-principles for increased customer satisfaction for “Wiener Wohnen” were postulated. Based on that, an exemplary process was redesigned. Finally, the experiences, approaches, tools and the sample design was replicated to all customer processes. Furthermore a process management was established.
ITSV
Contact Person: Mag. Klaus Spiegl Tel.:
On the one hand, the customer had an heterogeneous structure in its service units (Service-Desk and -Center) due to a historically grown structure – on the other hand “high costs” per call minute. Obviously diverse units were responsible for customer-oriented tasks. HMP developed possibilities how the costs per minute & manipulation can be decreased. A reorganisation of the affected departments (Service Management, Service-Desk and -Center and CRM) were designed. A1
Contact Person: MMag. Bernd Liebscher Tel.:
Business customers were able to source all services with regards to Business Communication from the A1 – but from multiple touch points and sources. Customers often did not understand why they could not receive an integrated service, incl. contact person, solution design, invoices and service processes. HMP was leading and organising the “Sales” stream of the project “Business Future” and assisted the whole project.
Direct Line
Contact Person:
Barbara Eitler Head Contact-Center
After a first analysis of the most important processes and needs of a new Contact Center system, an integrated solution concept (incl. management and personnel planning tool) was established. Possible operation options by an external service provider has been evaluated in order to develop an optimal operation model for Direct-Line. The whole implementation of the roll-out project was guided by HMP.
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TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF

13. TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF
Some of Our Testimonials Cost optimisation of communication & organisational processes
Company
Project
UNIQA Versicherungen AG
Contact Person: Anton Himml
Tel.:
International optimisation project for land line, mobile phone and data network. Project scope: 16 European countries with focus on the CEE region.
The project included: telecommunication pilot study, provider evaluation, harmonisation of providers, synchronisation of contract duration, international SLA, guidance for the implementation (project management)
Haas Waffelmaschinen
Contact Person: DI Bernd Kuntze Tel.: +43 (2262)
Haas is a globally active and leading partner in the wafer machine industry. A concept for the optimal assistance of business processes with the help of unified communications, development of a new telephone architecture and sustainable reduction of international communication costs has been developed.
Baumax
Contact Person: Werner Neuwirth-Riedl
Tel.: /410610
International optimisation project for all voice and data services of the BauMax Group in Austria incl. an optimised POE concept, Field Service for different ITC applications and provider services.
After the successful implementation in Austria, extensive cost optimisations have been conducted also in Hungary, Czech Republic and Slovakia.
Lenzing
Contact Person: Hannes Ruess
CIO
The current situation (contractual, commercial, technical and organisational) as well as current and expected future needs in regards to communication services have been analysed, optimised and tendered. Furthermore, organisational optimisation potentials have been identified and the operation model has been optimized.
More Testimonials:
TECHNOLOGY & ORGANISATION CONSULTING UNDER ONE ROOF