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= Examples of clients using / have used this solution =
| style="width:200px;"| [[File:logo_o2.jpg|Telefonica O2]]
| style="width:200px;"| [[File:logo_emobile.jpg|emobile]]
| style="width:200px;"| [[File:logo_clearwire.jpg|Clearwire]]
|}
Media Manager is a tool that was expressly built into bxp to allow for far greater refinement and support of marketing based activity.
The standard tools for interacting with customers are forms in bxp. These allow for logic branching. As part of the script it is possible to add a field to allow the capture of a media code. At the very bottom of the script it is also possible to include the media schedule for previous 2 hours and the forth coming hour. This listing of media events allows agents to be made aware of what's coming up to ask more probing and meaningful questions as to "Where did you hear about us?".
Using this engine a number of advantages are facilitated:
* Agents can check against actual advertisements going out
* For TV and Radio ads, better staffing can be attained as people don't go on break when a big ad is going out
* Response to ads can now be properly allocated
The bxp engine allows for the marketing department to manage the Media Schedule without adding overhead to operations. Schedules can be loaded weeks in advance. Most importantly demographic tracking is available in real time to marketers and 3rd party marketing companies to leverage real time response figures in assisting spend decisions.
bxp has demonstrate-ably been used to :
* Reclaim money from Advertising companies who did not put an ad out at all
* Reclaim money from Advertising companies who deliver ads not to schedule
* Improve response rates by staffing appropriately to ad schedules
* Directly influence marketing spend to maximise Return On Investment based on response rates
* Allow for real time shuffling of schedules to maximise return (ad slots were move to drive time home slots as people didn't call whilst in work)
Find out more about our Media Manager: [[Module_-_Media_Manager]]
As mergers happen in the telecoms industry frequently, bxp has become the platform of choice to facilitate those mergers.
Material is loaded into bxp about operation 1s products, services and most importantly procedures. Tracking is automatically set up to record which users have been through the material. Testing is provided to perform simple checks to ensure information retention. Communications tools are then used to facilitate FAQ discussions without the need to remove staff from current operations.
The eLearning module of bxp was deployed and used by Team Leads to collate initial material and begin documentation procedures with minimal operational impact and kept turn around time of the project to days instead of weeks.
Find out how easy it is to get documenting an entire organisation: [[What_is_an_eCourse]]
=== Role: Customer retention management ===
As discussed earlier in this article [[#Role: Customer Retention program management]] retention programs have massive benefits. Using the web enabled capability of bxp [[#Role: Web enabling legacy IT solutions]] as well, bxp was able to bring the power of centralised solutions to a very distributed group.
Walking into a shop is just as powerful as calling the centre. No need for staff to call the centre, they can perform exactly the same options from the store.
With the same learning and training support tools, agents in a shop have all the capability at their fingertips.
Security in bxp allows for specific users to be locked to specific IP addresses, so agents can only work from one store. Intelligent locking ensured that if an agent was to "walk away" from a terminal it would self lock within X seconds.
The very cost effective licensing meant that all the tools used were universal and single central budgeting and globally available functionality, coupled with speed of roll out meant bxp was the ideal solution to maximise staff capabilities.
=== Role: Training and compliance management ===
With small teams / smaller shops the cost of training and compliance management is magnified. You can't have everyone disappear at the same time to go training. bxp was able to deliver that training in an ongoing and audit-able way with no need to transport staff or cause loss of working day through relocation. Remotely sending trainers stopped with massive savings and displacement costs.
For team and morale building exercises, videos and conferencing tools are facilitated all within the security of a single solution.
Centralised auditing capability means that one compliance team can drill down to even the most remote store to ensure they are treated and respected as any staff member throughout the organisation.
The use of bxp alone can reduce insurance and professional indemnity costs. The cost saving in professional consistent delivery alone makes bxp the most effective distributed staff management tool available.
=== Role: Fields Sales ===
The primary challenge of field teams is churn. A difficult job at the best of times. Churn is the leaving and hiring of staff. bxp allows automated training along with quality checking.
bxp working remotely on tablets can provide GPS data back to management to track operations.
Grouped targeting allows for focused sales campaigns and real time redistribution of labour.
bxp working on a tablet allows for actions to occur in real time. Account creation, sales, customer care requests, escalations are all instant with audit-able tracking. No custom builds with team leads / managers able to adapt business processes as required.
bxp can even be used in remote areas with no Internet coverage and we have won field sales awards to back this up. [[Release_History#Award History]]
To find out more about this technology you can read here [[Using_Forms_Offline]]
=== Role: Cessations management solution ===
Moving processes from Excel sheets to structured business processes with analytics can be a daunting challenge. All n One were retained to facilitate the transition in to bxp for an entire departments operations. Effectively moving from an Excel managed solution into a fully automated system was a structured project develop
Using a structured project based approach [[All_n_One_Project_Development_Approach]] All n One successfully assisted in the transitioning into bxp.
With Phase 1 successfully completed optimisation and growth of the solution began. Integration with pubic websites optimised how customers could interact with the department. Enable the 3rd party white post management company to log data in real time greatly improved responsiveness. Dynamic filtering on mailboxes reduced wasted time on spam and spoofing enquiries.
Extensive management reporting is now also available to refine the operation and assist staff who need attention without the need to carpet bomb training on all staff.
The real time reporting gave accurate business statistics and provides an audit trail to regulators to ensure that all Service Level Agreements are being met.
Dynamism in solution now allows retention teams to directly instruct customers to reduce even further interaction times and also improve greatly the data capture and validation at source.
= Conclusion =
bxp is an awesome toolkit for any business, let alone Telco's. All n One's experience puts it in a unique position of understanding the industry and operational requirements. See how we can make you money, save you money and set you apart from your competition. Let us help you make compliance and business management a single click of a button. Chat to us today on +353 1 429 4000, just ask for Nick.
[[Category:Topic:Scenario]]