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Enhanced Customer Service and Product Innovation for Telegraph Media Subscribers Capgemini Implements Software-On-Demand for Improved Subscriptions Management

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Enhanced Customer Service and Product Innovation for Telegraph Media Subscribers Capgemini Implements Software-On-Demand for Improved Subscriptions Management in collaboration with Enhanced Customer Service and Product Innovation for Telegraph Media Subscribers Capgemini implements Software-on-Demand for improved subscriptions management The Situation The Solution The Telegraph Media Group (TMG) Capgemini and TMG worked in publishes some of the most widely collaboration to design and implement circulated newspapers and magazines a new system based on the Software- in the United Kingdom, The Daily as-a-Service (SaaS) model. The new Telegraph and The Sunday Telegraph, solution is based on the on-demand and the UK’s fastest growing quality services from salesforce.com, the market newspaper website (www.telegraph. leader in SaaS applications, and also co.uk). Its ethos is ‘to provide includes on-demand financial quality content to customers, when applications from Payonomy, a they want it, on a platform they want salesforce.com application partner. The to receive it on’. Capgemini team was responsible for the design, configuration and systems TMG’s legacy system for subscriptions integration of the solution which was a ten-year-old solution which made involved integrating both the on- any product development or innovation demand applications and the TMG core difficult and time-consuming. applications. This subscription TMG sought to improve its service management solution is the latest to customers by enabling its call application of TMG’s overall IT strategy centre teams to quickly and easily of moving to ‘on demand’ services open or modify subscriptions. They wherever possible. The system were also seeking greater speed and replaces TMG’s older in-house flexibility in launching new products, application and includes new greater support in running targeted CRM, website and financial marketing campaigns, and the management facilities. ability to meet the rapidly changing requirements of the media industry. By working with Capgemini to implement software-on-demand “we have been able to achieve a state-of-the-art subscription management system in just six months. We have also minimised the upfront funding required and we are confident of seeing a positive return on our investment in months rather than years.” Paul Cheesbrough, Chief Information Officer TMG TME the way we do it The Result the business and user transformation, the business benefits that organisations The new system will be used to working with employees to standardise can achieve by moving to SaaS – manage subscriptions to The Daily the internal requirements for change. benefits that include rapid results at an Telegraph and The Sunday Telegraph, The strong collaborative approach attractive cost. In short, during these six and for TMG’s subscription-linked between the two partners meant that months, Capgemini has helped TMG products and services ranging from the change to the business and to the to drive efficiencies and new ways of books, theatre tickets and holidays users was managed in tandem with the working. to insurance policies, investment technology change, allowing both to be products and homes abroad. ready for the switch at the same time. Paul Cheesbrough, Chief Information Officer at TMG comments on the There are three main benefits to To design, build and commission a partnership as follows: “By working TMG’s engagement with Capgemini new end-to-end CRM cloud solution with Capgemini to implement on this project: took just six months. Whilst such software-on-demand we have been able short timescales are ordinarily to achieve a state-of-the-subscription • In evolving the technology in impossible to reach when moving management system in just six months. use at TMG, user experience from on-premise infrastructure to the We have also minimised the upfront has been significantly improved. cloud, TMG and Capgemini proved funding required and we are confident Using the latest web-based it is possible by implementing strong of seeing a positive return on our business applications allows for working processes for the project. investment in months rather than years.” a richer, more engaging and The evident success of the project intuitive experience. Using smarter demonstrates once again the power and interfaces, the business can adapt capability of on-demand solutions and to changing market requirements and get its products and services to market with greater speed and efficiency About Capgemini and the • The flexibility of the solution uses Collaborative Business ExperienceTM ® ® a standardised set of tools and processes, allowing future builds or Capgemini, one of the called Rightshore®, which aims to get the changes to be easily implemented, world’s foremost providers right balance of the best talent from as staff will not require retraining of consulting, technology and outsourcing multiple locations, working as one team • With no on-premise or physical services, enables its clients to transform to create and deliver the optimum infrastructure, all technology is and perform through technologies. solution for clients. Present in more than instantly updatable and backed up Capgemini provides its clients with 30 countries, Capgemini reported 2009 regularly. insights and capabilities that boost their global revenues of EUR 8.4 billion and freedom to achieve superior results employs 90,000 people worldwide. through a unique way of working, the How TMG and Capgemini Worked Collaborative Business ExperienceTM. The More information is available at Together Group relies on its global delivery model www.capgemini.com TMG selected Capgemini for the project based on its experience in the media industry, track record of successful Capgemini UK Approved by: SaaS implementations, status as a Consulting & Technology Services Paul Cheesbrough, CIO, TMG salesforce.com preferred partner and the Telecommunications, Media and Steve Giles, Account Director, Capgemini Rightshore® delivery model, which aims Entertainment Software as a Service (SaaS) to offer the right resources in the right Marketing, Sales & Services location at competitive cost. Testing Capgemini managed vendors and the delivery of services and were responsible In collaboration with The company is based in London, the United for the design, build, testing, Kingdom. deployment, and the migration of TMG’s old systems to salesforce.com. Telegraph Media Group Limited operates as a newspaper publisher in the United Kingdom. It ™ Capgemini used the Deliver publishes telegraph.co.uk; The Daily Telegraph; methodology adapted for SaaS The Sunday Telegraph, including Stella and implementation to ensure that tight Seven magazines; and The Weekly Telegraph. timescales were met. TMG managed 220110_IN © 2010 Capgemini. No part of this document may be modified, deleted or expanded by any process or means without prior written permission from Capgemini. Rightshore® is a trademark belonging to Capgemini..
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