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Saving costs using smart call routing [electronic resource] : aligning business and IT through finance / Gustavo Vinueza.

Author/Creator:
Vinueza, Gustavo, author.
Publication:
London : Palgrave MacMillan UK, 2013.
Series:
SAGE Knowledge. Cases.
SAGE Knowledge. Cases.
SAGE Knowledge. Cases
Format/Description:
Book
1 online resource : illustrations.
Subjects:
Telecommunication -- Chile -- Case studies.
Information technology -- Management -- Case studies.
Cost control -- Case studies.
Summary:
This case describes the effective information technology (IT) business alignment considerations that led to the successful implementation of a telecommunication platform designed to efficiently route cell phone calls in a financial institution in Chile. The company had several branches throughout the country, including its headquarters in Santiago. This initiative was part of a Technology Cost Savings strategy generated in response to the 2008 crisis. The idea behind it was to align internal business leaders with the IT team in order to optimize these costs, realizing a more efficient telecommunication platform, and to work together, as several cost-reducing initiatives were being executed at the same time. Achievements were thoroughly reviewed by the board of directors, and thus pressure to clean up the house was high. At that time, when users called a cellular phone from a landline, the call was charged using a fee much higher than a mobile company rate. The goal of the project was naturally to optimize these charges. An automatic call routing was designed, discussed and executed with the participation of the business leaders, based on each branch's demand and projected growth. The case relates the project lifecycle: the mistakes made at the beginning, the initial platform tests and bottlenecks, the rejection and frustration of the business, and a posterior crisis control and recovery phase. IT alignment and sponsorship from the directors were crucial, as there was no way back. All these factors, plus the additional IT activities competing for business attention, made this project both a challenging and learning experience.
Notes:
Originally Published InVinueza, G. (2013). Saving costs using smart call routing: Aligning business and IT through finance. Journal of Information Technology Teaching Cases, 3, 96-105.
Includes bibliographical references and index.
Description based on XML content.
ISBN:
9781526478030 (ebook) :
OCLC:
1089148966
Access Restriction:
Restricted for use by site license.
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