WDSGlobal rings in efficiency with BPM solution from Metastorm

20th December 2002

The original transcript of this article can be found on the Metastorm website.

Wireless Data leader improves efficiency by 260%, Return on investment expected within a year

Metastorm today announced that it has deployed a content management solution based on its Business Process Management (BPM) software for Wireless Data Services Ltd (WDSGlobal), a leading provider of support, development, consultancy and training for the wireless data industry. The content management solution, provided by Metastorm partner ICCM, has enabled WDSGlobal to increase output efficiency by 260% and the company expects its BPM investment to pay for itself within a year.

Mobile handset manufacturers and network service providers outsource their customer service functions to WDSGlobal, which receives 35,000 end user enquiries per month concerning mobile data-related problems. With the wealth of knowledge accumulated through these customer interactions, WDSGlobal creates technical guides that help end users easily resolve technical issues. Under the old system, an average of 15 technical documents were developed every month with an unacceptable number of content errors. There was also a lack of consistency in the look and feel of these documents. These problems led WDS to evaluate solutions that would improve the content creation process.

“We initially started looking for a traditional CRM application such as Siebel to fulfil our Call Centre Operational Requirements,” said Simon Robinson, Business Process Manager, Global, WDSGlobal. “However, our immediate call management requirements could be met with Metastorm’s BPM solution, according to its partner, ICCM, which specialises in CRM and Customer Service Provision. Its flexibility and adaptability also improved other back-end processes that impact staff productivity, in particular that of the content management process which support the flag ship products WDSGlobal OTA and OTW.”

“By placing e-Work at the heart of WDS’ content management process, we can now identify and address the bottlenecks in the process and significantly reduce the time spent on chasing technical information from the engineers and call center staff. These documents help us provide better service to our customers that include Orange, Nokia , SonyEricsson, Vodafone and HP.”

In addition, WDSGlobal will be implementing a BPM-based solution for automated voice and multimedia inquires at each of the company’s global call centers. When enquiries are received at the helpdesk, the end-users and their requirements are immediately identified by the system and the call is routed to the staff with the skill sets most suited to addressing the caller’s problems. Additionally, WDSGlobal has identified further business processes to implement with this technology over a two-year period.

“In today’s uncertain economic climate, return on investment (ROI) is a significant consideration for any IT investment decisions. Not only will Metastorm’s solution provide WDS with an ROI within a year, it has also brought the company direct cost savings and productivity gains,” said James Gay, Sales Director, ICCM.

“The need for speed characterises today’s business environment. Companies need to deliver products to market faster and to continue to raise the bar on customer satisfaction,” said Kim Lewin, VP of International, Metastorm. ”Metastorm’s BPM solution will help increase the flexibility and agility of enterprises such as WDSGlobal, enabling them to improve customer performance, profitability and ROI.”

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