Belgacom: Establishing a Business-to-Consumer (B2C) Roadmap for E-Business Leadership
Client: Belgacom, the Belgian telecom giant
Challenge: Increasing Belgacom's efficiency
Solution: Establishing a Business-to-Consumer (B2C) Roadmap
Results: Overview of prioritized projects for all customer divisions
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Every healthy corporation, including Belgacom, must work continuously to meet customer requirements. That means increasing efficiency, while keeping a close eye on the bottom line.
Belgacom's method for achieving this is centered on a strategy, which e-enables all business processes. Together they established a Business-to-Consumer (B2C) Roadmap. This comprehensive overview of prioritized projects for all customer divisions paves the way for true e-business throughout Belgacom.
CSC's pragmatic approach, based on a realistic view of the projects, as well as their enthusiastic participation in listening, assisting and advising made all the difference.
Challenge
Belgacom is the incumbent Belgian telecom operator. It manages and develops a myriad of telecom solutions for voice and data transmission, including wired telephone, mobile phone and internet.
Belgacom chose to follow a strategic path to become the Belgian leader in e-business. E-enabling processes and communication with internal and external customers should increase effiency and flexibility, raise customer satisfaction and keep costs in check within the complete business value chain.
The department responsible for the e-enabling program at Belgacom is e-Program Management, led by director M.C. Chew. "Our task is to assist all Belgacom teams within their e-projects. We initially worked on first come, first served basis. If one division had a need, we addressed that first and then went on to the next from a different division. It was all very ad hoc and it became unwieldy for the e-Program Management team to keep an eye on all aspects and check whether these initiatives complied with the company's overall e-business strategy."
Solution
CSC made sure the Roadmap included quick wins for each division involved, such as the introduction of e-ordering ADSL through the web and the link to the Order Management System. "These quick wins have a positive effect on the mindset of our people. They see that their efforts aren't in vain", confirmed Chew.
Why did Belgacom choose CSC?
"CSC's proposal met both timing and budget parameters. Previous experience showed that CSC is very reliable and would keep to these constraints. Moreover, they were familiar with Belgacom and knew our ways of working. This knowledge was an insurance policy for us with regards to their ability to handle this complex situation. So we decided to take the plunge with CSC, says Chew, CSC had the role of both facilitator and advisor," adds Chew.
"Our internal customers were always in the driver's seat, whether they were from our HR, Financial or Mobile division. Thanks to this work method, our customers were closely involved with the decisions. This was a key to the success."
