Portugal Telecom transformed customer service with business process management (BPM). They implemented a BPM system called SHOP Box to standardize and automate customer service processes after merging with another company. SHOP Box integrates with legacy systems and guides employees through customer interactions. Since implementing SHOP Box, Portugal Telecom has seen a reduction in average customer service time and has served over 28,000 customers through the new system. However, they aim to continue optimizing workflows and expanding SHOP Box to all retail locations by the end of 2015.

1. Portugal Telecom Transforms Customer Service with BPM

2. SPEAKERS
Vasileios Kospanos
Marketing Manager
@ PNMsoft
Gonçalo Mendes
Head of Excellence Unit
@ Portugal Telecom
James Luxford
CTO
@ PNMsoft

3. Este documento é propriedade intelectual da PT Portugal e fica proibida a sua utilização ou propagação sem expressa autorização escrita
SHOP Box
30.06.2015

4. AGENDA
Goal
 Converting problems into
smiles
What is SHOP Box
 Concept and examples
A Brief History What have we achieved
 First results
 What is still ahead
 What are the major pain
points

5. WHO AM I?
Excellence Unit for PT’s retail activities
Non-technical background

6. GOAL – CONVERT PROBLEMS INTO SMILES
On this presentation we will discuss
one of the projects that will help PT
to achieve this goal

7. Goal
 Converting problems into
smiles
What is SHOP Box
 Concept and examples
A Brief History What have we achieved
 First results
 What is still ahead
 What are the major pain
points
AGENDA

8. WHO IS PORTUGAL TELECOM / MEO ?
Fixed lines
Internet Access
Mobile solutions Convergent Telco

9. HOW THE MERGE HAPPENED IN THE STORES?
Information
Systems
Processes
Information
Systems
Processes
Information
Systems
Processes
The easiest way: adding

10. AND WHAT WAS THE RESULT?
More than 30
different
applications
More than 400
different
processes
Since the merge there are several efforts in MEO to simplify and
converge our internal processes and our information systems
However, on the point of sale we needed a specific tool to help the
staff members. We created SHOP Box

11. AGENDA
Goal
 Converting problems into
smiles
What is SHOP Box
 Concept and examples
A Brief History What have we achieved
 First results
 What is still ahead
 What are the major pain
points

12. WHAT IS SHOP BOX?
Concept: Framework to help the shop staff members to attend MEO’s
customer
How: Through a BPM engine that interacts with legacy systems and
that decide what to do on each step
Web Services
Automate manual
& repetitive tasks
in the front-end
Framework with
business and
client data

13. EXAMPLES
Customer Information
Voice of the client

14. Legacy System on the right screen and with customer context
Instruction to the staff member
EXAMPLES

15. WHY PNMSOFT?
 Compatibility with Portugal Telecom architecture (based
on SharePoint)
 Compatibility with CCA from Microsoft
 Usability of the BPM engine for a non-technical user
 Ability to see and measure what each person do on each
step.

16. HOW IT WAS TECHNICALLY IMPLEMENTED
SHOPBoxPTLegacy
Systems
…
…
ESB

17. HOW WE IMPLEMENT WORKFLOWS
Technical team develop artifacts. Each artifact
does a unitary action on a legacy system
Non-technical team develops workflows. Each
workflow uses the artifacts delivered by the
technical team. Each workflow represents a
different business case

18. AGENDA
Goal
 Converting problems into
smiles
What is SHOP Box
 Concept and examples
A Brief History What have we achieved
 First results
 What is still ahead
 What are the major pain
points

19. NUMBER OF CUSTOMERS LOOKED AFTER THROUGH SHOP BOX
5,022 4,716
11,224
14,145
19,892
28,528
Jan Feb Mar Apr May Jun

20. RESULT: REDUCTION OF THE AVERAGE TIME LOOKING AFTER CUSTOMERS
Note: This analysis was made considering the shops that have SHOP Box and comparing the customers that
were looked after with SHOP Box versus the customers that were looked after without SHOP Box
Before After
1:30

21. HOWEVER THERE IS STILL A LONG WAY TO GO
1) The workflows will be further optimized to reduce the time to look after customers
2) They will be also further optimized to enlarge the front office resolution
3) SHOP Box is so far on 20 of our 260 MEO Shops
4) We continually optimizing the solution to improve performance
10%
11%
14% 15%
12% 11%
Jan Feb Mar Apr May Jun
Rateofunsucsefullworkflows

22. PLANS FOR THE FUTURE
Continuously optimizing & reduce the amount of errors
Expand SHOP Box to all shops until the end of 2015
Implement this concept on other areas in PT (call center,
back-offices, etc.)

23. Executado por:
Gonçalo Mendes
Goncalo.g.mendes@telecom.pt
Este documento é propriedade intelectual da PT Portugal e fica proibida a sua utilização ou propagação sem expressa autorização escrita

24. WHO WE ARE
PNMsoft Sequence™, the leading iBPMS
for optimizing HotProcesses’ Cost of
Transaction

26. EVOLUTIONARYBPM
METHODOLOGY
SMALL STEPS,
BIG CHANGE

27. SOME OF OUR CUSTOMERS

28. SEQUENCE DEMO

29. QUESTIONS & ANSWERS

30. SCHEDULE YOUR BPM WORKSHOP!
CONTACT MARKETING@PNMSOFT.COM!