Cingular Wireless CIO Plans for Success

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Cingular Wireless CIO Plans for
Success          
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We Introduce Cingular!

• In 2000 SBC Communications and BellSouth merged
  to form Cingular Wireless.
• In 2004 Cingular purchased ATT Wireless.
  Creating the largest U.S. wireless carrier.
• With more than 49 million customers and revenues
  in excess of 15.4 billion, much credit to their
  success is given to their CIO F. Thaddeus Arroyo.

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The Challenge

• After the merges Cingular had 1,400 different
  information systems, 60 separate call centers,
  and 11 different billing systems.
• Cingular has replaced the 60 separate call
  centers with 20 new call centers. They have also
  turned the 11 different billing systems into 1
  integrated system.

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F. Thaddeus Arroyo

• According to Arroyo, the IT pros. Didnt choose
  the computer systems for the users, but instead
  consulted with the cross-functional teams to make
  decisions.
• Arroyo said During the growth period, we were
  rushing to keep the shelves stocked.. It
  exasperated the complex infrastructure we had to
  support.

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FCC

• In 2003 the Federal Communications Commission
  (FCC) created new regulations.
• FCC required the top 100 wireless companies to
  allow customers to keep their phone numbers when
  they changed carriers.
• Cingular made major modifications to its billing
  and customer service applications.

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Merging

• Cingular merged with ATT Wireless which involved
  more than 100 different and complex projects.
• The day after the deal was closed over 70,000
  employees were merged into one email directory.
• Within 24 hours of closing the company merged
  corporate intranets.

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F. Thaddeus Arroyo CIO

• Arroyo has earned numerous industry awards.
• In 2004, the magazine Business 2.0 selected
  Arroyo as a member of its Dream Team.

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3 Keys To Success

• Build strong teams.
• Work hard.
• To plan, plan, plan.