BTI Communications Group, Ltd.
Capabilities Presentation
Doug Lambert – GM
Six Sigma / ITIL / Prince 2
March 14, 2013
CONFIDENTIAL
The story/overview
Digital Networked Economy
Market drivers
Profitable
growth
Globalisation
Social
imperatives
Dynamic
business
Hypercompetition
Businesses need Big Thinking to thrive in the 21st Century
Six
Business
Qualities
Flexibility
Innovative
Innovation
Customer
Customer centric
centricity
Collaboration
Sustainability
Risk resilience
Core
Enabling
BTII understands the business issues
BTI has a distinct point of view as to how to tackle the issues
BTI has the propositions to convert that point of view into business deliverables
Operational
Efficiency
Propositions
2
Contact Centre
Efficiency
Unified
Communications
Secure
Networking
+ Others
BTI Hosted Data Center
BTI GlobalViewTM Data Center
i/o data centers is to all other data
centers what XBOX is to PONG
Network Operation Center
247F Help Desk (24 x 7 x FOREVER)
Hands-on Cage Support
Executive/Sales Office
Provide Borderless Networks through
Hosted
-
Exchange
VoIP
Disaster Recovery
Collaboration / Telepresence
Virtualization
Cage / Rack / 2U
GlobalView
Unified Communications Management
Services
Proactive Management and
Monitoring:
• Included Network Support (Unified
Communications, Wireless LAN, LAN,
VPN, Mission Critical UC Servers)
• Monitoring devices and applications for
performance, capacity and traffic
thresholds, connectivity, and services.
• Firewall / VPN administration
• Available Business Continuity Plan
Administration
Additional Value Added:
• Free Move/Add/Change projects
• Free network reporting
• Free training (admin and user)
Service Desk:
•
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Reactive Remote Network Support
Help Desk
Technician Dispatching
Emergency Support
BTI Customers
Summit Cold Storage, Inc.
CONFIDENTIAL
“Borderless Talking Points”
•
IP Communications Platforms
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Advanced Applications
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•
LAN/WAN (Routers, Switches, Firewalls, Filters)
Wireless Voice/Data Networks
Servers, Workstations, Virtualization
Disaster Recovery Solutions and Professional Services
Mobility, Collaboration, Telepresence and Social Networking
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•
Servers/Gateways
UM/UC/PM
CRM Integration
iPad/iTouch Wireless and CRM Integration
IVR
Logging/Recording
Voice and Data Network Design
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ShoreTel
Mitel
Cisco
Mobility
Audio, Web, Video Conferencing
Desktop sharing
Corporate Social Software
Network/Carrier Services
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Local / Long Distance PRI/SIP
Internet
Multi-Point Data Solutions
GOLD
BTI Communications – Bringing it all together!
Video
Conferencing
Bridging
Services
Problem
Resolution
Management
Endpoint
Monitoring
Proactive Monitoring
Call Management
Higher Quality &
Centralized
Improved
User
Database
Experience
Online
Reservations
Robust Online
Usage
and Ticket
Reporting
Help Desk w/
Break/Fix
Endpoint
Deployment
(new/replace)
Installation
Maintenance
entitlement
Why BTI –
Experience and Expertise
•
BTI provides you expertise in Voice hardware, Data equipment, Local and Wide
area network, traditional and IP voice connectivity to the PSTN and the invaluable
experience of interoperating all of these technologies.
•
As a Premier Cisco, Mitel and ShoreTel Champion Partner, BTI has the experience,
technical certifications and proven Customer Satisfaction Record to deliver
Superior Solutions.
•
As an Inter-Tel (now Mitel) dealer for almost 15 years we are experts in traditional
voice and VoIP technologies.
•
BTI has certified technicians that have worked on the Inter-Tel/Mitel platform for
more than 12+ years.
•
Our help desk can support remote changes, service troubleshooting and end user
training on all of our products/applications as well as desktop support, End-Point
Security… the list goes on and on.
Why BTI –
Managed Service Approach
• Why pay to make an equipment acquisition, pay to make changes
and pay to get service?
• BTI has developed a complete managed service program that allows
you to make one monthly payment that includes:
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Equipment acquisition
LAN/WAN Network Assessments for VoIP preparedness
Ongoing system support and maintenance
System Software Upgrades
Remote programming changes
Proactive system alarm monitoring
Proactive and reactive remediation services
Monitoring tools on IP-PBX that can grow to routers, servers, etc
across the Enterprise
– SLAs associated to service requirements
Dedicated Project Team
Client advocate
Key contact
Technical design
feature &
functionality
Responsible
for hardware
installation
Account
Manager
Marketing
Manager
Sales
Engineer
Represents the end user
Manages all comms
material
Project
Manager
Service
Manager
Telecom&
Installation
Billing Lead
Maps billing
requirements
Data Team
Lead
Single support contact
Service QA & escalations
Ensures data
integrity requirements
Implementation Process
Define
Requirements
Brief Teams
&
Build Plans
• Customer intent
to “buy”
• The “Kick-off”
meeting
• Identify project
requirements
• Review SoW:
address any
outstanding
issues
• Document the
Scope of Work
(SoW)
• Identify BTI and
customer project
teams
• Begin contract
• Next Stage Req:
Approved SoW
• BTI Implement
Manager takes
lead
• Write Business
Requirements
Document and
Project Plan
• Next Stage Req:
Sent to Client
BRD and PP
Approve All
Project Plans
• Final documentation and client
approval of TRD
and PP
• Proj. Governance
established:
- daily/weekly
status meetings
- risk register
- issues log
- status reports
- change mgmt
requirements
• Next Stage Req:
Client approval of
all plans
Execute
(revise as need)
• Proj. team move
into “execution”
• Key owners:
Infrastructure,
Telecom,
Data Quality,
Operations,
Billing, Portfolio,
User Adoption &
Education
• Internal training
& testing
• Next Stage Req:
Client approval
of all tactical
elements and
final “go/no go”
decision
Launch
a
•Service Live!
•End user
communications
and training
begins
•Post-launch
review with
customer (30-60
post-launch)
End User Communications Lifecycle
Pre-Launch
Define
• Campaign
Objectives
• Target Group(s)
• Key Messages
• Creative
Elements
• Branding &
Corporate
Guidelines
• Key Timing
• Approval
Process
Days 1-90
Welcome
• Announcement
• Welcome Email
• Welcome Kit
(User guide,
Wallet card,
letter)
• Website
(Overview,
Account Setup,
FAQs, etc.)
• Training (Virtual
Webinars, Online
Tutorials)
• Awareness Days
• Quick Reference
Guides
Days 90+………………………………………………………..
Remind
Thank
• Non and Lapsed
User Emails
• Product Upgrade
Email
• “Education”
Emails (i.e.
Fraud, Q&A)
• New Solutions
Emails and Call
Campaigns
• Outbound
Calling
Campaigns
• First Time User
“Thank You”
• Reminder
Emails
• Awareness
Builders
• Thank You
Program After
Year One
Elicit Feedback
• Customer
Satisfaction
Surveys
BTI Adoption & Education Program
Adoption &
Training
Introduce Service,
Educate
Welcome
Services
On-Going
Education
Creative
Services
Personalized
welcome
Thank, Educate &
Ensure Satisfaction
Differentiate
Ultimate End-User Relationship