Rostelecom continues to invest hundreds of millions in the development of the Amdocs CRM system

Project Progress

2022: Rostelecom imports Israeli Amdocs with Russian CRM system for 526.5 million rubles

Rostelecom [1] , as part of a project to modernize the CRM system for the mass business segment, replaces the decision of the Israeli company Amdocs with the development of the domestic company R.T. Solution. Rostelecom on February 7, 2022 announced an open request for proposals in electronic form on the public procurement portal, and on March 25 summed up the results of the competition. Read more here

2016: Contract for the development of the system for 766 million rubles

In 2016, Rostelecom launched a project to develop the Amdocs CRM system. In August, the company published^[1] information on plans to conclude a contract with its "daughter" Rostelecom-Integration for this purpose. The maximum price that Rostelecom is ready to pay for the work is about 766.7 million rubles.

The system is based on the Amdocs CM 8.1 solution. It covers segments of corporate and public clients, individuals and telecom operators. CRM automates customer interaction through a single contact center, sales and customer service offices, Rostelecom's website, a single personal account B2C and IVR. The territorial system covers all seven macro-regional branches (MYFF) of Rostelecom.

Earlier, AT Consulting was the CRM Amdocs implementation and development contractor at Rostelecom

Within the framework of the project, Rostelecom's requests for changing the processes of service management and sales in CRM, the processes of servicing virtual telecom operators will be implemented, changes to the single product catalog will be made and new marketing activities of the customer will be implemented. Integration with a number of other Rostelecom systems will also be carried out.

Earlier, in February 2016, Rostelecom and Amdocs signed a memorandum of strategic partnership for a period of five years. It involves upgrading the basic licensed products of Amdocs CRM, Amdocs Ordering and Amdocs EPC to version 9.2, replicating the Rostelecom CRM system across macro-regional branches, as well as creating a system of self-service and relationship management with dealers.

2014-2015: Contracts with AT Consulting for system development and support

In 2014-2015, Rostelecom entered into a number of major contracts related to the development and support of CRM based on Amdocs software. For example, in November 2014, the company signed^[2] with AT Consulting in the amount of 129.3 million rubles for the provision of services for the development of CRM Amdocs functionality in terms of business sales service processes for B2C customers.

In December 2015, Rostelecom entered into Purchase Agreement^[3] with AT Consulting for the provision of CRM technical support services based on Amdocs software in the amount of 42.7 million rubles. Its validity is indicated in March 2017.

2012: AT Consulting begins implementation

In 2012, Rostelecom announced the start of a project to transition to CRM Amdocs^[4]which will combine data from existing enterprise support systems (BSS), including billing, resource management and accounting systems, as well as working with subscriber claims.

By the time the project was launched, the company used a large list of systems that functioned in macro-regional branches (MYFF) and Rostelecom before unification, some of them were from various suppliers and integrators, and some were developed independently. The CRM implementation project was implemented in stages: the systems used earlier were taken out of service when their functionality was replaced by the functionality of the centralized CRM Amdocs solution.

According to the company's representatives, the main goals of the project are to combine the information of the entire client base for all services and services, provide customers with a single process and service level anywhere in the country, manage a general list of products and services with the ability to quickly administer the business logic of their provision to customers, increase the level of automation of business processes of interaction with customers, etc.

Rostelecom explained that a distinctive feature from previous systems, which to one degree or another helped to perform the functions of interaction with customers, is the application of a unified approach to modernization and management of sales and maintenance processes in this solution, and the management of the product catalog of the entire company.

CRM implementation at Rostelecom was carried out by AT Consulting. The description of the vacancy for Java developers for this project said that this is "the largest CRM implementation project in Russia." The target load of the system is 30 thousand simultaneous users, and it should be integrated with more than 160 Rostelecom IT systems.

It also stated that the project uses technologies:

• Oracle DB 11g,
• Oracle WebLogic Server 11g,
• Oracle Service Bus 11g,
• Oracle SOA Suite 11g,
• Amdocs CRM 8.1,
• Amdocs Ordering Management System 8.1,
• Amdocs Enterprise Product Catalog 8.1.

2009: Creation of a master system for implementation in RBM

In 2009, the project completed the stage of creating a "master system." After acceptance of this stage, implementation CRM in the RBM was to begin. The site "Svyazintek" (system integrator) "Svyazinvesta" said that the completion of the project is scheduled for 2011. The development of the CRM master system and its implementation in the pilot RBM was carried out with the involvement of Amdocs.

2008: Memorandum on implementation in RBM for $35 million

In June 2008, Svyazinvest and Amdocs signed a memorandum on the implementation of CRM in the subsidiaries of the holding. At the first stage, each of Svyazinvest's interregional companies (MK) had to pay Amdocs $5 million (i.e. only $35 million), sources from Svyazinvest claimed in the press^[5]. At the same time, the RBK was supposed to use licenses purchased together with the Amdocs billing system in 2004. The representative of Amdocs at that time confirmed: such a memorandum was signed, but did not name the amount.

The executive director of Svyazinvest Anton Shchegolikhin said that the implementation of CRM from Amdocs will begin in Dalsvyaz and Centrtelecom. The first phase of the project, as expected at that time, was supposed to be completed in the 2nd quarter of 2009. At the same time, the amount of the project, the source close to Svyazinvest claimed, is "many times less than $35 million."

2007: Recommendations for implementation in the RCM

According to the report of Svyazynteka, in 2007 recommendations were made on further areas of the program and an approach to the implementation of CRM-solution in interregional companies of the holding was developed.

2006: Start of implementation in Svyazinvest

The program for the implementation of CRM based on Amdocs began at Svyazinvest (the company was subsequently reorganized on the basis of Rostelecom) in the mid-2000s. In 2006, a detailed project plan and a charter of the CRM system were developed, on the basis of which in the same year the first stage of implementation was planned - in the branches Sibirtelecom and Volgatelecom. In total, three stages were planned for 2006-2009.

Advisor to the General Director of Svyazinvest Vladimir Bychkov in 2006 told^[6], that it will be possible to implement the system in all companies in the form provided for by the draft charter in 2007. The implementation was to be carried out in parallel with the implementation of the ERP system and the holding billing system.

Previously, the company had already purchased Oracle CRM licenses. As part of the new project, Amdocs and it had to be integrated into a single CRM solution.

In 2006, Svyazintek entered into a number of transactions related to the implementation of the CRM system, totaling about $3.9 million. Information about them is contained in the annual report of Svyazinteka.

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