HughesON Portal - CRM
Introduction :
Hughes Network Systems (“Client”) engaged Aricent (“Consultant”) in a discovery and design effort to address pain points, issues, and limitations experienced by its customers, to whom the organization cannot efficiently and effectively meet obligations with respect to providing information on orders, case management, installation, monitoring and billing.
A large contributor to the aforementioned challenges is the number of systems supporting the organization that are disparate in nature. Additionally, information stakeholders have no centralized application that presents relevant information in a concise and intuitive manner. Equally poignant is the fact that business processes and workflows are not necessarily aligned with the supporting applications.
The primary goal of this effort was to develop the requisite understanding of Client’s challenges with delivering timely, relevant and quality data to information stakeholders. Output from the discovery meetings would result in Consultant delivering written recommendations with respect to approach and technology applications.
Identified Pain Points:
Client provided insight into the following application systems: CRM, portals, business intelligence and ETL. A prominent issue arising from the use of application systems includes inaccurate customer invoices; as over 75% of invoices require remediation and correction. Additionally, end users of application systems cited the following as major pain points:
a. Lack of a unified and polished end user interface
b. Difficult to ascertain good understanding of data
c. Data inaccuracies
d. Clunky and dated interface leads to negative user experience
e. End users were quoted as stating “Systems developed by engineers for engineers”
Solutions:
1. Based on interviews conducted by Consultant with Client’s peer groups, it was determined that the ideal solution would encompass a “single pane of glass” where end users could access relevant data and information. This solution would be comprised of a single point of entry and provide an intuitive interface that an end user could easily and efficiently navigate, so that the information displayed is actionable and not only for consumption.
2. A fully integrated portal will consolidate and combine multiple portals, applications and tools into one centralized resource for all areas of business to use. Supporting customers with repair or installation requests, gaining visibility into network status and performance.
3. Network performance data, reports, and alerts delivered for real-time and historical analysis will facilitate effective decision-making and encourage better collaboration and partnership between the internal business and technology counterparts.
4. However, efficient system designs are preceded and propagated with clearly articulated business processes that have been adopted by the organization (e.g. FedEx – knowing the exact location of your package at any given time and date).
Use Cases:
The HughesON portal serves many different groups of users within Hughes organization and also is a customer-facing resource. The following groups of stakeholders are identified as key to the success of the portal and define the primary use cases.
a. Sales and Marketing
b. Quality and Service
c. Program Management
d. Installation Team
e. Executives
f. Help Desk
g. Customers
Login Sceanrio :
1. A user will log into the portal using user name or email address and password based credentials.
2. Login screen should have forgot password link to reset the password. Security questions entered during user setup and email address on the account will be used to reset the password.
3. Different users will see different views or information on the portal based on the company they belong to and their role
4. Login page should have a place to display key announcements. Older announcement will be available once the user logs into the system.
5. Login should also support two factor authentication for the users that have key fob access. Both hard and soft token support will be provided.
6. Login page should also have a link for user FAQ document.
