Cybercom implements these main processes in its operation:
- Business development – development of Cybercom's services, solutions, and assignments.
- Sales – planning, sales, and customer relations.
- Delivery – production and delivery of services, solutions, and projects to the customer, plus follow-up and evaluation with the customer.
Several supportive functions, such as PR, marketing, HR, IT, and accounting departments, supplement the main processes. The main processes and supporting functions were developed so that Cybercom can retain and use the knowledge and experience that the company continually develops. Results of development efforts are documented on an ongoing basis. Clear, user-friendly business processes boost the quality of analysis and decision-making, and facilitate knowledge transfer among Cybercom's employees. So risk of losing important experience and knowledge if employees leave the company is reduced.
Business development
Development of new product solutions normally takes 6-18 months from concept to finished, ready-to-use solution. Cybercom consultants develop in close cooperation with customers – primarily in the areas of embedded systems, portals, and billing. Cybercom has gradually developed close relationships with its customers and is often a business-critical part of customers' development initiatives. Development is usually customer-specific, although sometimes a general product solution is created that is suitable for many customers.
Sales and customer relations
Each customer has special needs and requests, so each sale is unique. The sales process is long, and often begins with a frame agreement (master contract) procurement. Then discussions are begun about the usage areas for the intended solution, and Cybercom gets a requirement specification for the project. The entire sales process – from initial consultation to order – usually takes 6 to 12 months.
In nearly all sectors that Cybercom serves, frame agreements are business critical due to the trend in which customers procure increasingly large volumes from a smaller number of suppliers. Cybercom now has frame agreements with all major customers. Cybercom's account managers are responsible for their key accounts in all geographic markets in which a customer operates, because most customers in telecom operate in several countries.
Delivery
Once specifications are agreed on and approved, Cybercom implements the specified service or project. This process consists of several phases, the contents of which depend on the nature of the project and the method used. Comprehensive project phases cover analysis and planning, execution, delivery, wrap-up, and follow-up. The time from acceptance to completed delivery varies depending on project scope and type.
Recruitment
Recruitment is one of the most critical factors required to ensure Cybercom's continued profitability and growth. Cybercom concentrates on systematically identifying its future skills needs with the aim of securing access to skilled staff. In 2008, the company grew primarily outside the Nordic region's borders. Keeping key employees and attracting new ones is a strategic issue for the company. Cybercom continually addresses issues, such as working conditions, leadership, and professional skills development, to ensure that the company is a good workplace for its employees. It measures progress annually in an employee survey. Cybercom has a broad recruitment base that covers all industries. Its staff must possess experience and expertise that customers demand and that are aligned with services the company provides. The company has a detailed recruitment process based on these criteria. Cybercom has increased the percentage of recent graduates hired due to its collaboration with colleges and universities. Read more in the “Employees” section.
IT
Operation and change procedures are well-documented in Cybercom's information security policy and in the business support system. Cybercom continually conducts systematic work to protect data and systems against judged threats. The company's goal is to constantly improve use of IT support in all processes. To accomplish this goal, Cybercom uses frameworks such as the Information Technology Infrastructure Library (ITIL) and its internal global sourcing resources for cost-effective solutions.
Brand
Cybercom's branding committee, comprised of subsidiaries, is responsible for its branding strategy, which is based on: the brand platform, the communication platform, and the graphic standards. The brand platform defines fundamental values of the Cybercom brand. The communication platform defines how the brand is to be communicated to its various target groups. And the graphic profile defines how the brand's visual identity should be perceived and controlled. The goal of Cybercom's branding initiative is to focus on the company's solutions and their unique value, distinguish the company from its competitors, stimulate positive brand associations and expectations, and contribute to a clear internal focus.
Financial reporting
Cybercom continuously carries out financial reporting and profitability follow-ups – to ensure correct evaluation of planned and implemented measures. Financial reporting is based on the annual budget, which is followed up monthly. Ongoing reporting provides a sound foundation for Cybercom's quarterly forecasts.
R&D
Cybercom is an experienced outsourcing partner for many European customers. The company works in all product life-cycle phases. It focuses on technology-driven business areas and customers' entire value chains. Cybercom's services cover full staffing and equipping of R&D departments and opportunities for hosting some online services.
Quality
Cybercom complies with international quality standards, and most of its services and solutions comply with ISO 9001. One of its most important quality objectives is security of delivery. Cybercom's goal is to have 100% satisfied customers. With the aim of maintaining Cybercom's international competitive strength, it is business-critical that the company meet customer requirements for service, quality, and precision.