What evidence can you share that demonstrates the impact of the engagement?
We’ve benefitted from their work in several ways. We simplified and automated some flows that we’d been handling in a very manual way, and we’ve implemented automated flows using the tools that Clariba is an expert in. The main benefit was that we needed to do more with fewer resources in terms of full-time equivalents (FTEs), and Clariba helped us to do so.
Clariba also helped us improve how information is propagated to final business users. They helped us create an interactive dashboard and a much more intuitive way of accessing information. The solution we implemented is fully flexible in terms of access, giving us the ability to implement a governance model for publication, plus the capacity to audit the access. This enables us to see exactly which report is used by whom and to decide further actions. We can put resources in the right places based on the actual usage of our report.
How did Clariba perform from a project management standpoint?
We’ve had three project managers over the years. There were some periods when things needed to move a bit slower, but we didn’t have any issues; in fact, things seemed to work pretty well in terms of project management. The model worked best when the project manager was located on our premises.
What did you find most impressive about them?
Clariba’s technical knowledge of the SAP suite sets them apart. Additionally, they have specific business knowledge related to telecommunications. The team understood the business specifics of our organization quickly. They have a lot of telecom companies in their portfolio, both in the Middle East and Europe.
Are there any areas they could improve?
We’ve had a long relationship, and Clariba has generally been very good. The main challenge was related to Romania having lower costs than the US and Western Europe, as this sometimes made it difficult to negotiate rates closer to what we could pay. After some discussions, we managed to get things closer to what we wanted.
They’re flexible in giving us lower rates or putting a mix of resources on a task. Their resources are mainly located in Spain and the Middle East, which has created a bit of a financial burden for us. Over the last year, they’ve managed to find local resources Romania, and I think they’ll make this into some kind of permanent model. However, as a company in a market with lower salary levels than the rest of Europe, this challenge is very specific to us.
Do you have any advice for future clients of theirs?
Clients should be specific about what they want to achieve to help Clariba be more efficient. I recommend working with them to define the scope and get the right business inputs from the beginning. By this, I mean involving the people actually consuming the result of the work and getting their input. The solution will be easier to implement and closer to what you need.
We provide information that is consumed by four departments of the company—enterprise, consumer, finance, and customer operations—so it was very important for us to involve the final beneficiaries.