Resilience Servicesebrc – 10 years of innovation

David FoyBusiness Consultant

Company Profile

• 100 staff

• World-class Data Centres up to Tier IV certified

• High density hosting services

• Managed hosting services

• High bandwidth European business zone access

• Largest carrier hotel in Luxembourg

• Cloud & Saas solutions

• Professional of the Financial Sector (PSF)

2008 Best DataCenter Operator Europe2009 Best Risk Mitigation Services Provider2009 Best Managed Services Provider2010 Best Regional European DataCentre Facility

2008/9 Best Hosting & Managed Services Provider2007/8/9 Best Information Security & Data Management Company2010 Oustanding Contribution to Luxembourg ICT2010 Best Commitment for European Data Centre Services

Certified ISO/IEC 27001:2005

EUROPEAN AWARDS LOCAL MARKET AWARDS

Business Agility How can you transform your company into an agile organisation capable of evolving swiftly and cost-effectively in any circumstances - not just disasters?

By focusing on your core business and outsourcing part or all of your Information Communication Technology.

Business ContinuityHow can you ensure the business continuity in case of major operational risks?

By preventing and mitigating operational risks.

Target: Resilience as a Service

Solutions are “On demand” and in line with the business needs and the regulatory constraints.

ebrc provides advanced solutions based on 2 main business lines:

Scope, approach…

5

Project Presentation

• Project scope– Structured and centralised contact database– Sales lifecycle management– Built in Marketing Flow– Executive Reporting– Automation of simple – but time consuming – tasks

• Objectives– Provide a centrally managed environment to facilitate sales management– Facilitate sales cycle and reporting– Normalise and standardise data

• Assumptions– Availability of actors– Base functions of CRM with minor developments– Solid scope document

6

Project Presentation

In Scope - Customer management - Sales process from prospect to signature - Marketing database, events and mailshots - Data Management

Out of scope - External interfaces - Internal management workflows - Complex Workflow

Ideas - Changes to scope will not be considered but noted for future dev.

Define direction and stick to it

7

Project Presentation

Objectives

• Increase productivity• Adapt the software environment to current standards• Centralize the information• Simplify internal collaboration• Increase the efficiency of the filing• Prepare for the integration of SharePoint

Outputs/Products

Installation of a central repository for client interaction Streamline sales processes Migration of some processes from manual to paperless Template automation Executive reporting

Or

Keep It Short and Simple

Who’s the boss?

Define a Master User

• From the business unit

• Point of Reference for Workflow

• Knows the business rules

• Avoids contradiction from end users

• Master User defends workflow at GM Level

• Responsable for the Results!

Timeline• Time Line

• 27 August 2009 Kick Off

• Aug – Dec Workshops with MUT and Dev team

• 14 December Information Session

• 16 December Sales/Marketing User Training

• 18 December Support User Training

• 21 -31 December UAT

• 01 January 2010 Reporting / Adaption / Migration

• 30 January 2010 System FREEZE, Input of Live Opportunities

• 01 February 2010 CRMv4 LIVE with current data

Put in the hours to save time later

Internal Workload• Sales Workshops

– 208 Hours to design workflow

• Marketing Workshop– 40 Hours to design workflow

• Management signoff of theoretical flow– 8 Hours

• System driven workflow signoff– 16 Hours

• Development ‘on the Fly’

• Offline Development– 75 Hours

• Documentation and User Guide– 40 hours

Design customisation

Points to watch

• Business driven

• Data Quality

• User adoption

• Process mapping

• Security profiles

• Coaching, coaching, coaching

Make or break time!

Results• Reduced lead time on sales cycle

• Centralised quote management

• Maintainable processes

• Formal service catalogue

• Enhanced reporting

• Greater security of sensitive data

• A good foundation to integrate other processes……