Customer Case Study: AAPT

AAPT is a thriving telecommunications company with thousands of customers spread across the Australian continent. These customers must be continually and consistently serviced by the AAPT sales, customer service and finance teams. Alex Youroukelis, Senior Systems Analyst for AAPT, is a member of the IT team that is charged with assuring these operations run smoothly and data is available to the diverse teams within AAPT as well as to AAPT management for analysis and reporting.

According to Alex, “Several years ago, AAPT had many web integrations in place but the company had no integration for our Salesforce SFA data and Clarify CRM data. We needed a single customer view across these two systems for sales and customer service.”

Challenge:

Australian telecommunications company, AAPT, first contacted Sesame Software with a project to protect, manage and integrate their in-house data for business critical customer analysis and single-view reporting. With sales offices spread across Australia, efficiency of analysis and reporting is important to corporate operations.

Two years later AAPT again contacted Sesame Software because they wanted to integrate their sales/CRM system, Salesforce, with their service assurance system, Clarify. AAPT’s data challenges were:

Solution:

The AAPT IT team selected Sesame Software’s Relational Junction for Salesforce and Relational Junction ETL Manager because they are cost-effective, short-time-to-implement yet feature-rich data protection and integration solutions.

  • Eliminates 2/3 of annual customer audit project time.
  • Effectively allows integration of Salesforce CRM data with Clarify service data.
  • Easily connects to AAPT in-house developed portal to present a single, complete view of customers.
  • Manageable by the small IT staff.
  • Well-suited to AAPT’s distributed operational structure.
  • Includes comprehensive installation support and always available ongoing customer
    service to respond to questions quickly.

AAPT is one of Australia’s leading telecommunications companies, offering local and long distance voice, mobile, data and internet services for business, government and wholesale customers, via their extensive fiber network.

AAPT is 100% owned by Telecom New Zealand, New Zealand’s largest listed company and one of the top 20 largest companies listed on the Australian stock exchange.

Formed in 1991 as Telstra’s first competitor in long distance data services, today, AAPT has a three percent share of Australia’s $32 billion telecommunications market. AAPT is one of only three Australian telecommunications providers to own and operate a national voice and data network. Their Australian operations bring together approximately 1500 people across the country. Each month, the AAPT network:

"Before we implemented Relational Junction, our annual customer review was extremely manual, iterative and painful. Now, with RJ, we have reduced the time from 3 months down to 1 month – it is no longer a dreaded process! The implementation of single customer view solved a number of reporting/analytics/commissions/ portfolio issues – it simplified our processes."
Alex Youroukelis, Senior Systems Analyst AAPT

First Step – Simple Data Warehouse

AAPT selected Sesame Software’s Relational Junction for Salesforce to replicate their Salesforce data to an in-house Sybase data warehouse.

“This provided the foundation for AAPT to have a single customer view of all the customers’ data across Salesforce and three separate billing systems to pay commissions, report and do analytics,” claims Alex.

Next Step – Simple Data Integration

AAPT ran Relational Junction for Salesforce for several years and then added the Relational JunctionJunction ETL Manager to integrate their customer service data from Clarify with their Salesforce data.

“The actual integration was a heck of a lot easier because we already had single customer view across 90% of our data,” said Alex.

Complete data integration for a comprehensive single customer view was completed quickly and efficiently.

Using Relational Junction, AAPT has successfully integrated all of their customer information across departmental databases providing the sales and services teams with a common view of each customer. AAPT evaluated other data integration solutions but none could provide the requisite functionality at a cost-effective price. AAPT is pleased with the responsiveness of the Sesame Software customer service and the AAPT team appreciated Sesame’s integration expertise which helped AAPT highlight and head off potential project issues before they occurred.

Relational Junction has also facilitated improved integration with the AAPT customer portal. The company has developed a custom portal for employees and customers to access the single customer view. The result is that everyone works more efficiently. Sales and service have complete visibility of the customers, their contact information, products and issues. Customers can see their data, modify their contact information, order products and raise trouble tickets.

Relational Junction has helped AAPT: Improve Business Processes, Increase Employee Productivity and Reduce Operating Costs.