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Palaiseau, 1 October 2007

W4 provides Business Process Management solutions, and is working with the telecoms operator B3G to implement a BPM solution to help it optimize its service quality and avoid loading its employees with repetitive tasks of low added value.

B3G is the European leader in Centrex and IP telephony for businesses, with over 50,000 users connected to its network. It was created in 2001, and now has team of more than one hundred and fifty people, with a turnover in 2006 close to €70 million. B3G offers businesses a full range of distributed telecommunications services throughout France via its business telecommunications experts, including private installers, data integrators and specialists in IP telephony.

B3G’s strategy is to seek growth in the SME market. Its senior management therefore decided to streamline order processing by moving to a workflow platform that mirrors its current organization. It can thus process an increasing flow of new business while maintaining a faultless level of service.

B3G’s IS Department first specified how the process would handle new installations, defining the interactions between production managers, supervisors, and those coordinating partners and outsourcers. Then, in 2006, it selected the W4 BPM Suite for its operational focus. The W4 solution is fully customizable and easy to develop, and so has integrated seamlessly into the operator’s IS. Various repetitive tasks that absorb resources of all kinds (human and time) have progressively been automated.

Another criterion leading to the choice of the W4 platform was its ability to comply with the processing method defined by the operator, sometimes even offering the option of decoupling the stages of an automated process and allowing the relevant staff to intervene. The W4 BPM Suite is currently used throughout the installation-management process, to place orders with France Telecom for the ADSL connections, to coordinate logistics, to select installers and to generate the configuration files automatically. Six major stages are now processed entirely by the application. B3G is planning shortly to increase the number of automated stages.

This method of processing has enabled B3G to standardize processing that was previously carried out manually, and hence enhance service quality. The 30 application users will now benefit from a system that enables them not only to increase their productivity, but especially to focus on tasks with high added value, such as intervening to resolve complex technical issues.

Using the W4 BPM Suite has also enabled B3G to respond effectively to a significant increase in the Group’s activity, with customer numbers increasing sharply over a very short time. The W4 BPM Suite currently manages more than 500 new orders each month in a very flexible way. There are no overloads and processing times are never excessive. Because B3G is confident it can rely on the robust architecture of the W4 BPM Suite, it can plan for development, and will be able to rely over the longer term on an order-processing system that can handle significant increases in loading.

At management level, the W4 solution also provides a global view of the progress of new installations, reduces the load on the Group’s production teams, and enables them to enhance their skills and optimize their work loads, so that they handle the large volume of new orders more efficiently.

Eric Souchaud, from B3G’s IS Department says: “The W4 BPM Suite has enabled us to streamline our order processing and structure the way we work. It is a collaborative system in the true sense: it integrated seamlessly into our IS and has been the key factor in improving our service quality and our ability to process several hundred new orders each month”.