Motorola 
Tags: 
 


MOTOROLA’S BUSINESS TO BUSINESS ORGANIZATION DEPLOYS AMDOCS CRM ACROSS WORLDWIDE SUPPORT CENTERS

Improves Customer Satisfaction and Reduces Problem Resolution by 30%
At-a-Glance
MOTOROLA
Headquarters: Schaumburg, Illinois, U.S.
Website: www.motorola.com
Stock symbol: NYSE:MOT
Annual sales: $42.9B in 2006
Employees: 68,000
Challenges
  • Make global technical support operation more efficient and cost effective

  • Improve commitment to SLAs
Solution
  • Amdocs CRM for closed-loop, diagnose-to-dispatch functionality, including CallCenter, Support, Depot Repair, Field Operations, Order Operations, Spares Manager and Sales

  • Single, global instance of Amodcs CRM to enable information sharing and reduce case and issue duplication
Results
  • Reduces problem resolution time, by 30% in some instances

  • Customer satisfaction significantly improved

  • Operational costs reduced

  • Greater flexibility to set new network resource centers or merge them to meet customer demand

  • Improves product and service quality through improved fault prediction

  • Delivers greater continuity and standardization across a multi-national support infrastructure

  • Enables a global, integrated customer support solution to be deployed

 

Motorola – which uses Amdocs solutions across a number of its business units - has standardized globally on Amdocs CRM for its Motorola business to business organization, unifying seven geographically dispersed technical support centers. This has resulted in customer satisfaction increasing significantly, improved the ability to meet and even exceed service level agreements to the current rate of nearly 100 percent, and reduced problem resolution times – in some cases by 30 percent.

A leading provider of end-to-end infrastructure, integrated voice and data communications, and information solutions, Motorola’s business to business organization delivers mission-critical and secure two-way radio, cellular and wireless broadband systems to meet the needs of public safety, government, private, service provider and enterprise customers worldwide. Motorola’s customers include Sprint, France Telecom, BT and O2 UK.

Motorola’s technical support operation used to have seven separate, un-integrated network resolution centers (NRCs) worldwide. As a result of their independent operations and disparate customer relationship management (CRM) systems, information sharing was limited, processes and operations were duplicated, and global metrics were difficult to obtain. Problem resolution was taking too long and the company was starting to miss its customer service level agreements (SLAs), increasing the threat of fiscal penalties.

"With the Amdocs solution our technical support operation is costing the business considerably less each year because we have more control, and more visibility and information to predict issues and respond to customer needs," says Blandford.

"Amdocs has enabled Motorola to be more proactive in identifying trends so we can react to customer demand more effectively."

In addition, improving the customer experience for stronger customer relationships made delivering a global, customer service and support solution imperative. Bill Blandford, IT director, Motorola’s business to business organization says,

AMDOCS UNIFIES GLOBAL TECHNICAL SERVICE CENTERS
Motorola created a single ‘diagnosis-to-dispatch’ system using Amdocs CRM across its technical support operations, resulting in improved customer service, increased ability to meet and exceed SLAs, and reduced resolution times. Today, 5000 people access Amdocs CRM from seven sites in Europe, Asia, and North and South America. They manage more than 6000 cases and 640,000 inbound and outbound interactions a month. Previously, with the disunited systems, it was very difficult to measure cases or interactions.

Blandford says, "We have improved SLA commitment to our customers because Amdocs gives us a single, logical view of all the network resolution centers while allowing us to still maintain a local presence. Today, technical support staff follow the same processes, and use the same software and database. They can easily pass cases between different technical support centers to utilize skill sets, and they have access to all the previous cases no matter where they are in the world, giving them much better access to knowledge about how similar cases where resolved.”

Because Amdocs CRM has given technical staff a clear, single view of technical problems and issues, identifying trends and re-occurring problems means faults can be eliminated before delivery to the customer, increasing product quality and reliability and reducing demand for support. Motorola is able to meet and exceed SLA targets better because complex issues can be quickly and easily passed on to a center that has the specialized knowledge to resolve the problem.

Consolidating seven systems into one was challenging. To ensure success, Motorola selected key players from each site to participate in defining the new standard. Then the company created a new instance that combined the best of every system. Systems were then migrated to the new instance one at a time. To help measure the impact of the Amdocs CRM solution problem resolution, Motorola took one type of problem and measured resolution time before and after deployment, and found a 30 percent reduction in time resolution time.

“Many divisions within Motorola had and continue to have successful experiences with Amdocs CRM. We decided to standardize on Amdocs CRM to create an intentional and consistent customer experience for ongoing customer loyalty and profitability, while also improving technical support operations.”

An additional benefit of the Amdocs solution has been to make temporary network resource centers much easier to deploy worldwide. Blandford says, “Because we have the single Amdocs CRM system and the materials and processes already established, we are in a much more flexible situation to set up new centers or merge existing ones to meet customer demand more effectively and manage operational resources more efficiently. It is these kinds of hard and tangible business benefits that Amdocs is delivering.”

Motorola’s new approach to technical support using Amdocs CRM has been so successful at improving the efficiency of staff that it has recently implemented a new bonus scheme where staff are rewarded for the number of problems they spot before the customer experiences the problem, further improving customer service.

> Back to Top