Knowledge Management Solution
Client Challenges
- The Client had their call centers all over the US. The customer care executives had to access multiple systems to get information from various knowledge base systems.
- This led to low customer satisfaction and more time to process a customer query
- Huge trouble in notifying the new plans and releases of the organization for the call centers across North America..
- Duplication of same work across multiple systems.
Cool Minds Highlights
- Our solution integrates multiple systems and data using Sharepoint as the core knowledge management platform
- Our solution uses SharePoint Server 2010 running on Windows® Server 2008
- The complete knowledge management solution is managed using SharePoint's core capabilities.
- Many functionalities have been incorporated by customizing SharePoint and its features.
- The solution topics and contents are dynamically driven based on the login and security.
- Customized Search and publishing features.
Benefits
- Single solution across all regions in North America.
- Highly scalable and performance driven application used in the Call Center Production environment.
- Highly extensible solution with changes incorporated with little impact.
Tools and Technology
- SharePoint 2010
- ASP.NET web parts
- SQL Server 2008
Facts
- 18000+ users
- 1000+ documents per week
- Expected to scale up for 1,00,000 users by year end.
- Customer Speaks
"I think that the cool minds Team made a HUGE difference to the company and were a significant factor in us having a succesful Knowledge Management Platform"
Shawn Dennard( Engagement Manager )
Online Services/Self Care Portal
Customer Challenges
- Reduce the dependency on the IVR
- Enable self-care for the subscribers
Cool Minds Highlights
- Self-care portal and Website based on Microsoft SharePoint Server
- English and Arabic support
- View Online Bill Integrated with Backend Billing System
- Uses out-of-box features of SharePoint such as Document management, Records management , Web content management, and Enterprise Search
- One-stop shop portal for service related information
- Provide advertising opportunities on the portal, thus bringing in ad revenue
- Create and publish web pages based on predefined templates to enforce corporate standard
- Provide business users with tools to easily create and manage portal content structure (Administration Section)
- Content providers will be able to upload content from a special area on the portal
Benefits
- All functionalities under one roof
- Customer can use at their convenience
- Decreases the gap between the subscribers and Oman Mobile by reaching out to the subscribers in an non intrusive way
- Reduces the dependency on the IVR or Call Centers
Tools and Technology
- SharePoint 2010
- ASP.NET web parts
- Biztalk Server
- SQL Server 2008
Facts
- 300,000 registered users
- 100,000 paperless billing customers
- 10 K concurrent users during peak hours
- Client and Partner users
Customer Speaks
"A Big round of applause for one and all for crossing this remarkable milestone. The effort put in by the Cool Minds team is truly commendable....... It was through dedicated work and good team-play that this was possible. Each member of the cool minds team has put in their best foot forward"
Badar Samy
Customer Profitability Analysis
Client Challenges
- A large number of the TELCO's customers were running on a negative operating income (or, in other words, causing a loss to the company). But the process in place at the TELCO to identify non-profitable customers had many manual steps and was not very effective
- The existing process to identify non-Profitability was also limited to the account level and not the subscriber level.
Cool Minds Highlights
- The profitability solution is a repeatable BI solution that will provide the TELCO with the capability to perform appropriate treatment actions against their least profitable accounts and realize the business benefits per billing cycle
- The solution has enabled analytics as well as treatment via a transactional system for both voice and data customers down to the subscriber level
- System will be made available to various users with executive-level scorecards for business performance monitoring.
- Integration with third party single sign on system
- Uses out-of-box features of SharePoint such as Document management, and Enterprise Search
Benefits
- Easy way to analyse non-profitable customers
- Various Dashboards and easy drill down capabilities
- Centralised document management system
Tools and Technology
- Sharepoint 2010, TerraData, SQL Server 2005
- SSIS, SSRS, SSAS
- Proclarity, PPS
Customer Speaks
"As we wrap up the this engagement I just wanted to take a moment to thank the cool minds team for their extraordinary efforts on this BI initiative. Without the dedication of all members of the ES team, we would never have made this impossibly tight timeline. This was a great partnership"
Patrick Hicks( Director )
Iselin, NJ 08830
