First Implementation of IT Service Management in Australia
““Oxygen conducted very structured blueprint workshops during which they walked us through the system in their prototype environment. Through SmartStart, we knew what to expect and Oxygen delivered against that expectation.” ”
Carl Morton, IT Customer Services Manager, RMS
““The talented Oxygen team made the upgrade to SAP CRM7.0 simple and straight forward. The project was delivered without missing a single deadline.””
Vinnie Singh, RMS Program Manager of the CRM upgrade project.
Challenge
Prior to the new implementation the RMS had been running an internal IT helpdesk servicing its internal and external employees for over 10 years. Over this time the CRM4.0 system had been heavily customised to cope with increasing ticket processing demands. Users had increased to around 250 and the department was processing around 3000 tickets per day. Recently the system had run out of SAP maintenance and had become an impediment to the implementation of an organisation-wide CRM strategy.
“The CRM4.0 solution did not provide users with
the required functionality to support the business as
it grew,” says Vinnie Singh, RMS Program Manager
of the CRM upgrade project. “A good portion of the
functionality required was achieved through custom
developments. This made the system support costly,
and complicated the establishment of a ‘fi t for
purpose’ solution across the organisation. When
the government directed the RMS to become more
customer-centric, we knew we had to upgrade the
existing solution and create a platform to enable the
organisation wide CRM strategy.”
Oxygen successfully bid for the project to upgrade
the existing solution to CRM7.0 IT Service
Management. Oxygen’s proven experience with
CRM ‘best practice’ implementations and its
SmartStart methodology convinced RMS that
Oxygen would be the best partner to ensure a
successful delivery.
Carl Morton, IT Customer Services Manager for
RMS says, “Oxygen conducted very structured
blueprint workshops during which they walked us
through the system in their prototype environment.
This ‘show and tell’ approach allowed us to visualise
the new solution and to identify any gaps. Through
SmartStart, we knew what to expect and Oxygen
delivered against that expectation.”
As part of the upgrade, more than 65 custom
programs were replaced with standard functionality.
New functionality delivered within the new IT
Service Management module provided additional
effi ciency gains to users.
Solution
- Rapid and cost effective blueprint and prototype
of SAP CRM7.0, based on Oxygen’s CRM
SmartStart methodology - Implementation of SAP ‘best practice’ IT
Service Management scenario, enabling the full
service cycle including incident and problem
management, knowledge management, contact
management, solution manager integration,
automated external email interfaces and
sophisticated escalation procedures
Return on Investment
- Drastic reduction of the total cost of ownership
- Fully supported SAP standard solution
- Platform for organisation-wide CRM strategy
- Additional operational effi ciency gains due to new
functionality (problem management etc.)
CUSTOMER PROFILE
Roads and Maritime Services (replacing Roads and Traffi c Authority),
employing more than 7000 staff across NSW, is the NSW State Government
agency responsible for the delivery of essential frontline services to people
who use roads, harbours and waterways. This includes services such as the
building and maintenance of roads; conduction of driving tests; issuing
of drivers licenses and registrations, and the management of harbours
and waterways.
Roads and Maritime Services has a vast range of customers, including
individuals, private organisations, community and road transport
groups, local councils and State and Federal Government agencies. As
of 30 June 2009 there were 4.72 million drivers and 5.33 million NSW
registered vehicles. In 2008-09 The Roads and Traffi c Authority managed
approximately 20 million registration and licensing transactions.
