AT&T  Inc.  (NYSE:T)   is  the   largest  provider  of  mobile   telephone  and  the   largest  provider  of  fixed   telephone   in   the   United   States.   The   telecommunications   company   also   provides  broadband   subscription   television   services.   As   of   2014,   AT&T   is   the   20th-­‐largest   mobile  telecom  operator  in  the  world,  with  over  250  million  mobile  customers.

The  Challenge  AT&T,   like   many   companies,   had   an   enterprise-­‐wide   mobility   initiative.   As   a   strategic  initiative,   AT&T's   “Mobile   First”   strategy  was   driven   top   down   by   the   company's   CEO.   In  alignment   with   this   strategy,   the   leading   telecommunications   company   sought   to   further  mobilize  its  business-­‐to-­‐business  (B2B)  direct  and  indirect  sales  forces.  

While   AT&T   sales   teams  were   equipped  with   Apple   iPads,   the   Oracle   Siebel   8.1   for   sales  force  automation  (SFA)  was  heavily  customized  and  configured  with  a  desktop  UI  that  was  not  adequate  to  manage  selling  in  the  field.  Customer  data  and  processes  spanned  more  than  13  systems  and  required  users  to  log  into  each  system  separately  to  look  up  information  and  complete   the   sales  process.   In   addition   to   the   lack  of  cross-­‐system   integration,   there  were  other   significant   issues   with   usability,   lack   of   important   features   and   capabilities,   and  system  performance  problems  that  needed  to  be  addressed.  

AT&T   carefully   evaluated   multiple   options   in   its   effort   to   deliver   the   most   effective   and  efficient  mobile  SFA  application,  which  included:  

 

• SaaS  /  Cloud  offerings  

• Oracle  Open  UI  

• Leveraging  aMind  Solutions’  Mobile  Infrastructure  and  APIs  to  build  a  Mobile  application  

• Build  a  mobile  application  from  scratch  in-­‐house  

 All  of  the  options  AT&T  evaluated,    with   the   exception  of   the   aMind   solution,   presented   significant   performance   and/or   other  inter-­‐operational   issues.   After   successful   completion   of   a   proof   of   concept,   AT&T   chose  aMind  Solutions  to  develop  the  foundation  for  its  SFA  iPad  web  application.  

aMind  Solutions  Enables  "Mobile  First"    iPad  Application  for  AT&T  aMind's  Mobile  infrastructure  and  APIs  enable  innovative  mobile  app  for  AT&T  Sales  and  Partners  to  improve  efficiency  and  showcase  AT&T’s  mobile  capabilities.  

 

 

 

 

Customer  AT&T  Inc.  

Headquarters  Dallas,  Texas,  United  States  

Industry  Telecommunications  

Success  Highlights  

• Improvement  in  Sales  Effectiveness  

• Reduction  in  Cycle  Times  

• Improvement  in  Close  Rate  for  Existing  Customer  Add-­‐on  Sales  

• Reduction    in  Training  Time  

• Improvement  in  System  Performance  

• Acceleration    in  Time  to  Market  with  Reduced  Project  Risk  &  Cost  

 www . aM i n d S o l u t i o n s . c om  

Solution  Details  

Implementation  Time  6  Months  

Applications  

• Oracle®  Siebel®  8.1  

• Salesforce®  Data.com®  

• IBM®  Connections  

• 13  Additional  Enterprise  Applications    

Mobile  Devices  

• Apple®  iPad®  

aMind  Solution  

• aMind  Mobile  Infrastructure  and  APIs    

• aMind  Professional  Services  

Channel  Deployed  

• Sales  (16,500  users)  

• Partner  (16,000  users)  

 www . aM i n d So l u t i o n s . c om  

 

 AT&T     |     CUSTOMER  SUCCESS  STORY  

The  aMind  Solution  The   new   architecture   enabled   by   aMind   Solutions   integrated   and   consolidated   data   and  processes  from  the  numerous  enterprise  systems  then  exposing  them  through  a  set  of  APIs  to  a  single  mobile  SFA  application  developed  by  AT&T.  The  resulting  application  delivered  innovative  enhanced  features  and  capabilities  for  AT&T’s  sales  users  and  partners.    

A  Fully  Integrated  Solution  

aMind  Solutions  integrated  numerous  disparate  systems  into  a  single  mobile  application  API.  Integration   elements   included   AT&T’s   highly-­‐customized   Oracle   Siebel   CRM   system  containing   20   million   records   and   related   core   processes,   Salesforce   Data.com   company  profiles   and   business   contacts,   IBM   Connections   social   collaboration   platform,   and   13  additional   disparate   systems   for   trouble   tickets,   billing,   orders,   contracts,   revenue,   data  warehouse  and  customer  intelligence.  

To   achieve   this   undertaking   the   aMind-­‐designed   architecture   included   proprietary   aMind  technology   to   connect   Siebel  with   the   aMind  Mobile  Application  APIs.   The   aMind   services  layer   orchestrates   processes   and   data   from   AT&T's   multiple   systems,   leveraging   aMind's  proven  integration  patterns  into  a  single  application  for  a  unified  mobile  user  experience.  

Enhanced  Features  and  Capabilities  

In  addition  to  a  seamlessly  integrated  system,  numerous  new  features  and  capabilities  were  added  by  AT&T  developers  to  improve  the  mobile  sales  user  process:  

• Sleek,  Intuitive  User  Interface:  UI  optimized  specifically  for  the  device  and  includes  tabs  for  Home,  Accounts,  Opportunities,   Leads,   People,   Communities,   and   Search.  UI   offers  recently   viewed   (accessed)   records,   Dashboards,   Lead   and   Opportunity   drill-­‐downs,  advanced  search  capabilities,  etc.  

• Collaboration   &   Socialization:   Enterprise   social   collaboration   (IBM   Connections)  integrated  into  the  overall  sales  process.  Crowd-­‐sourced  data  (Salesforce  Data.com,  etc.)  tied   to   enterprise   systems   within   the   aMind   services   layer.   Social   feeds   integrated  allowing  users  to  post  social  updates  within  the  application.  Additional  features  include:  social  profile  management,  social  communities  dashboard,  search  feeds,  etc.  

• Customization  &  Personalization:  Channel-­‐specific  (internal  vs.  external)  and  role-­‐based  (seller  vs.  manager)  customization  enabled  both   functionality   and  visibility.  Extensive  end-­‐user   customization   allows  users   to   fully   personalize   the  UI  with   simple  drag   and  drop  actions  to  re-­‐arrange  the  tiles  as  they  like.  

• Financial,  Business  Intelligence  &  Reporting:  Analytics  stored  locally  to  enable  real-­‐time  financial,   revenue,   and   drill-­‐down   analytics.   Preferences   also   stored   locally   to   enable  Dashboard  personalization  and  customization.  

• Electronic  Signature  Capture:  Electronic  document  signing  enabled  on  the  iPad  to  allow  customers  to  sign  contracts  on  the  spot.  

• GPS  Mapping:  Location-­‐based  account  proximity  mapping  integrated  with  multiple  data  sources.  

• Support  System  Integration:  Trouble  ticket  system  integration  provides  user  the  ability  to   log   and   look   up   trouble   tickets   improves   problem   tracking   and   organization   and  increases  customer  satisfaction.    

the

The  Result  aMind  Solutions  developed  the  infrastructure  and  APIs  delivering  significant  businesses  benefits  for  AT&T  and  its  sales  and  partner  teams.  

Result   How  the  aMind  Solution  Achieved  the  Result  

Improvement  in  Sales  Effectiveness  

Reduction  in  Cycle  Times  

Improvement  in  Close  Rate  for  Existing  Customer  Add-­‐on  Sales  

• Multiple   systems   seamlessly   integrated   into   a   single  mobile  API,   allowing   the   entire   sales   process   to   be   easily   and  efficiently  managed  on  the  mobile  device.  

• New  and  enhanced  features  –  dashboards,  social   integration,  location-­‐based  mapping,  electronic  signature  capture,  trouble  ticket   integration,   drill   down,   search,   and   more   −   further  streamline   the   process,   increase   sales   effectiveness,   reduce  sales  cycle  times,  and  increase  close  rates.  

• Drag   and  drop  UI   customization  allows  users   to  personalize  the  application  for  individual  usability.  

Reduction  in  Training  Time  

• The   UI   is   designed   to   intuitively   guide   sales   and   partners  through  the  sales  process,  virtually  eliminating  training.  

Improvement    in  System  Performance  

• The  mobile  application  runs  faster  than  native  Oracle  Siebel.  

• Orchestration  across  multiple  backend  systems  using  aMind’s  proven   integration   patterns   seamlessly   streamline   the  processes  and  improve  overall  system  performance.  

• Long  running  operations  are  performed  in  the  background  so  the  user  does  not  need  to  wait  for  them.  

Acceleration    in  Time  to  Market  with  Reduced  Project  Risk  and  Cost  

 

• Advanced  knowledge  of  Siebel  data  models  saved  the  project  from   unnecessary   development   rework   and   considerably  reduced  project  risk.    

• Leveraging   AT&T's   Siebel   investment   and   reusing   existing  custom   business   logic   reduced   project   cost   and   ongoing  operational  costs.  

• The  aMind  Solutions  team  delivered  everything  on  time  with  no  schedule  slips  or  delays.    

 

 

“The aMind

solution fulfilled our

“Mobile First”

strategy, provides

the latest in mobile

tools and an

applications

improving sales and

partner efficiency,

and showcases

AT&T’s capabilities

to our customers.”  

-­‐  AT&T  

 

 

 

 

 www . aM i n d So l u t i o n s . c om  

 

AT&T     |     CUSTOMER  SUCCESS   STORY  

Success  Update  

Based  on  the  success  of  the  aMind  solution  −  which  has  increased  sales  and  partner  mobility,  sales  process  productivity,  and  user  satisfaction  −  AT&T  is  actively  extending  the  solution  across  the  entire  enterprise  leveraging  the  aMind  solution  as  the  mobile  platform  to  achieve  enterprise-­‐wide  "Mobile  First"  success.  

About  aMind  Solutions  

With  deep  roots  in  the  Siebel  CRM  and  Order  Management  world,  aMind  Solutions  is  the  leading  provider  of  technology  as  well  as  implementation  and  consulting  services  for  Oracle’s  Siebel  CRM  solutions.  By  complementing  and  extending  Siebel  CRM,  aMind  Solutions  helps  companies  deliver  a  world-­‐class,  seamless  customer  experience  across  all  touch  points  –  mobile,  web,  partner  portal,  contact  center,  and  more.    

 

 

   

 

                      aMind  Solutions       5000  Executive  Parkway,  Suite  495  

  San  Ramon,  CA  94583     Tel  1.925.804.6139  

  www.aMindSolutions.com  

The  Bottom  Line  aMind   Solutions’   technology,   coupled   with   aMind’s   expert   professional   services,   enabled  the  rapid  development  of  highly  performing  Mobile   friendly  APIs  against  Siebel  and  other  systems   enabling   AT&T's   32,000   sales   and   partner   users   to   easily   and   efficiently   access  data   from  Oracle  Siebel  CRM  and  other  enterprise  applications  via  their   iPads.  The  aMind  solution   provides   support   for   all   standard   sales   force   automation   processes,   as   well   as  advanced  mobile   features   such   as:  GPS  mapping,   electronic   signature,   etc.   and  meets   the  company's  "Mobile  First"  strategy  to  mobilize  its  sales  and  partner  teams.    

The  aMind  solution  delivers  significant  benefits  for  AT&T  including:  

• Provides  AT&T  Sales  and  Partners  with  the  latest  mobile  tools  and  applications  to  improve  efficiency  and  showcase  AT&T’s  capabilities  to  its  customers.    

• Enables   AT&T   Sales   users   to   embrace   enterprise   social   collaboration   (e.g.   IBM  Connections)   as   a   valuable   method   of   serving   its   customers,   working   efficiently  internally  and  connecting  team  members  throughout  the  sales  process.    

• Improves   AT&T   Sales   and   Partners   cycle   times   and   sales   effectiveness,  demonstrates   technology   leadership,  and  enables  AT&T's  ability  to  attract  and  retain  top  sales  talent.    

• Infuses  collaboration   into  AT&T's  workplace,  allowing  people  to  find  one  another,  connect  and   share   information   through   an   enterprise  social  media   and   collaboration  platform.    

• Introduces   AT&T   Sales   to   new   social   customer   account   and   contact   data   via  Salesforce  Data.com  product.    

• Introduces  AT&T  Sales  and  Partners  to  a  single,  holistic  account  dashboard  that  provides  sales  users  with  a  360-­‐degree  view  of  key  account  information  (contacts,  opportunities,  solutions,  orders,  trouble  tickets,  etc.).    

Now  AT&T’s  direct  and  indirect  sales  teams  are  armed  with  a  powerful  iPad  application  to  manage  customers,  quotes,  orders,  and  more  in  the  field  and  at  customer  locations.    

Based   on   the   success   of   the   aMind   Connected   Mobile   Application,   AT&T   is   actively  expanding   the   solution   across   the   entire   enterprise   leveraging   the   aMind   solution   as   the  mobile  platform  to  achieve  enterprise-­‐wide  "Mobile  First"  success.    

Experience  The  Difference  To   find   out   how   your   company   can   leverage   aMind   Solution's   products   and   services   to  mobilize  your  workforce,   increase  sales  productivity,  improve  system  performance,  speed  time-­‐to-­‐market,   and   reduce   costs   with   an   even   more   powerful   and   mobile-­‐ready   CRM  solution,   call   aMind   Solutions   today   at   925.804.6139   or   visit   us   at  www.aMindSolutions.com.  

 

AT&T     |     CUSTOMER  SUCCESS   STORY  

   

aMind  Solutions,  aMind  Web  Framework,  aMind  Mobile  Framework,  and  the  aMind  logos  are  trademarks  of  aMind  Solutions  LLC  and  may  be  registered  in  the  United  States  and/or  other  countries.    Other  names  may  be  trademarks  of  their  respective  owners.  

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