Coega: Customer Relationship Management

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Client
Coega Development Corporation

Project
Customer Relationship Management

On the Web
www.coega.co.za

Shortcut to:
Business Challenge
How Accenture Helped
High Performance Delivered
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Executive Summary
Accenture teamed with the Coega Development Corporation to deliver a world-class Contact Centre solution in only four months.

As part of South Africa's macroeconomic policy, the Department of Trade and Industry has earmarked a number of areas for Industrial Development Zones (IDZ). The Coega IDZ was the first Industrial Development Zone to be promulgated in South Africa. These zones, are purpose-built industrial estates linked to an international port or airport, and have been specifically designated for new investment in export-driven industries. Companies that establish themselves in an IDZ are required to comply with all South African legislation, such as environmental and labour laws. They also qualify for all industrial support benefits and incentives offered by government.

The Coega Development Corporation (Pty) Ltd (CDC) is the operator of the Coega Industrial Development Zone near Port Elizabeth, South Africa. The CDC was established in 1999 and is mandated by the South African government to implement the Coega IDZ as the holder of the IDZ Provisional Operators Permit. The CDC assists businesses in growing in the global market through provision of business solutions and a competitive investment location at Coega. The CDC has expertise and capability in infrastructure development, investment promotion, project development, industrial estate management as well as small and medium enterprise skills development—underpinned by its commitment to developing a customer-focused world-class IDZ, with emphasis on human development and commitment to socio-economic transformation.

The CDC has corporate objectives that provide the context for all its programmes to be implemented in developing the industrial development zone. A key objective of the Coega IDZ is to implement a One Stop Investor Services Centre (OSISC). The Contact Centre project is a key component in ultimately creating this One Stop Investor Services Centre. The Contact Centre project created a single point of contact between the Coega IDZ and its stakeholder base, which includes local and national government, large to medium businesses and the communities at large.

Business Challenge

In line with the Coega Development Corporation's goal of establishing a single point of contact for its customer base, Accenture implemented a world-class solution consisting of:

• Telephony—The Avaya Telephony solution was implemented to enable interaction with the CDC customer base through the voice, e-mail and fax channels.
  
  
• Customer Relationship Management (CRM) Application—The SAP CRM v4.0 Web Client solution was customised and implemented according to the CDC's requirements.
  
  
• Integration—Integration was achieved between the Avaya Telephony solution and the SAP CRM solution by using AMC Technology connectors and adaptors.

This entire solution was implemented within four months.

How Accenture Helped

Accenture followed a structured implementation approach, as outlined within the Accenture Methodology, consisting of the following key phases:

• Design
  
  
• Build and Test
  
  
• Implementation
  
  
• Post-implementation Support

After each phase, the relevant project deliverables were signed off prior to continuing with the next phase.

A key success factor in the implementation of this solution was the knowledge transfer and communication sessions that were conducted regularly between Accenture and Coega Development Corporation team members. This process helped ensure that the CDC was ready to accept the organisational change.

High Performance Delivered

Accenture teamed with the CDC to deliver a world-class Contact Centre solution in only four months. This Contact Centre is a key step in helping the CDC achieve its vision of the One Stop Investor Services Centre (OSISC) that will ultimately provide a single point of contact for all CDC customers and investors.

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