Davor Tomašković, President of the Management Board of HT, Boris Drilo, Member of the Management Board and Chief Technical and Information Officer, and Boris Batelić, Member of the Management Board and Chief Customer Experience Officer, Mariusz Lasek, President of the Management Board of Comarch Technologies, Dragica Boca, Vice-President of IBM's Global Business Services, Juergen Reinhardt, Vice-President of Netcracker
Hrvatski Telekom (HT), the forerunner of digitalization and digital transformation in Croatia, has launched the largest IT project in Croatia today that will result in a comprehensive business IT transformation of the company. The project's primary goal is to raise service quality and customer experience standards to a new, higher level. HT is investing HRK 210 million into this project.
The project was presented by Davor Tomašković, President of the Management Board of HT, Boris Drilo, Member of the Management Board and Chief Technical and Information Officer, and Boris Batelić, Member of the Management Board and Chief Customer Experience Officer. Implementation of the project will be supported by solutions and experience contributed by renowned partners – IBM, Netcracker, Comarch Technologies, and Atos, and by subcontractors of Hrvatski Telekom, the companies Neos, Croz, Multicom and Zira.
The HT business IT transformation project will last three years and is part of the company's comprehensive digital transformation process. The project comprises business transformation aimed at optimisation of internal processes and simplification and increased modularity of the product portfolio (of the E2E process area Design and Product Portfolio Simplification), as well as IT transformation that will result in implementation of new and most advanced IT systems supporting end customer orientation (Customer Relationship Management, Order Management, Operation Support System, and Billing areas).
About 500 HT experts are engaged in the realisation of one of the most complex transformation projects in the region, which will enable acquisition of invaluable internal know-how from the area of system integration of the most advanced IT solutions.
“In the HT 2020 Strategy, we have set forth that in 2020, we will be the leader on the regional telecommunications and digital services market, characterised by the best network and the best customer experience. Business IT transformation is one of the key drivers for achievement of such goals. We are raising the quality of our service and customer experience to a new, a higher level, and in this part, we will set the new standard on the market”, said Davor Tomašković, President of the Management Board of HT.
“We will collaborate with HT on the implementation of the new, advanced Customer Relations Management System. The system will provide a faster and more proactive reaction to customers, resolution of customer requirements in less steps, and high-quality anticipation of customer needs. This will result in improved satisfaction of both customers and employees”, said Dragica Boca, Vice-President of IBM's Global Business Services. IBM will implement the Oracle Siebel Customer Relations Management System for HT that has been individually customised for the telecommunications industry.
”HT and Netcracker are working closely together to ensure HT has a basic platform for convergent offers and packages across various market segments. HT's offer of convergent fixed and mobile services will give HT customers increased flexibility and choice of the way they consume and pay for their services”, said Jürgen Reinhardt, Vice-President of Netcracker.
Comarch Technologies company is HT's partner in implementation of the Operation Support System, the aim of which is to simplify and accelerate the service delivery process regardless of technology, to replace the service provision and fault repair systems and to consolidate and upgrade the asset management systems.
“I am pleased that HT has chosen us as partners in implementation of the Operation Support System. Due to its size and complexity, this project is extraordinarily ambitious and will set new standards on the telecom market”, said Mariusz Lasek, President of the Management Board of Comarch Technologies.