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Our intensity. Your agility. Digital Transformation of Enterprise Customer Experience at a leading TSP in the UK
Our intensity.Your agility.
Digital Transformation of Enterprise Customer Experience at a leading TSP in the UK
A leading telecom service provider
in the UK having extensive enterprise
lines of business and operating across
30 countries wanted to digitally
transform their enterprise customer
experience. Their existing IT systems
were not equipped to meet the
challenges. They needed solutions
which addressed their operational
inefficiencies and customer
dissatisfaction. We helped them in
redefining their processes to gain a
sustainable competitive advantage.
SolutionsIntense Technologies delivered two on-premise solutions to help the service provider overcome challenges:
B2B Customer Experience Management Our B2B Customer Experience Management solution built on UniServe™ platform is a unified digital enterprise customer experience solution that enabled the service provider to distinguish their services and save millions in costs from streamlined operations. The solution improved customer retention because of its powerful analytics and service management capabilities.
Customer Communications Management
The Customer Communications Management solution built on UniServe™ platform provided the service provider with a completely automated solution for handling customer communications by integrating with core billing applications and CRM/self-care applications.
For Fixed Line EnterpriseThe telecom service provider needed an on-premise solution for its fixed-line enterprise segment in order to streamline the process, bridge silos and required an application for presentment, reporting & analytics.
Functionalities Delivered
Ÿ Unified platform for enhanced digital customer experience without having to rip and replace their existing systems
Ÿ Comprehensive analytics portal for greater visibility and control for enterprise customers
Ÿ Portal integrated to provide Bill View for downloading invoices
Ÿ Email notifications where users could subscribe to emails for receiving invoices/CDRs as attachments
Ÿ Reports and Analytics: Provided 16 fixed reports having a fixed structure along with custom report creation and schedule reports based on custom intervals, which were both for internal and external users
Ÿ Internal users had the option of hierarchy management that also helped with the online bill presentment
Ÿ Purchase order management system was in place such that whenever thresholds are reached, notifications are sent
Ÿ Caters to 32,000 Enterprise Customers (containing approx. 20 Million CTN's/Service ID's)
Benefits
Ÿ Operational Efficiency
- Integrated with 7 billing systems
- Invoice Formatting
- Created print ready invoices PS/PDF files for email
Ÿ Enhanced customer experience
- Enterprise customer is in greater control of their telecom services
- Swift response to service requests
Ÿ Reduced Costs
- Facilitated the overall billing transformation program by implementing the project end-to-end in a record six-month timeline. This allowed the business to de-commission multiple legacy billing systems as well as bespoke 3rd party online presentment and reporting systems.
- Estimated savings to the business by virtue of implementation, approximately 2 million GBP
For Global Enterprise The telecom service provider needed an on-premise solution for its global enterprise segment particularly for MNC customers contracted out of the UK; in order to streamline the process, bridge silos and send consistent customer communications across lines of business.
Functionalities Delivered:
Ÿ Enterprise level Invoice fulfilment & distribution, Online Bill Presentment, Automated email distribution solution deployed in a multi-tenanted environment.
Ÿ Caters to all multi-national customers of telecom contracted out of the UK including 3000 enterprise customers containing approximately 2.5 million CTN's/Service ID's
Ÿ Email distribution of invoices and online presentment according to billing hierarchy management
Ÿ Extended the capability of the UK fixed-line implementation via a separate multi-tenanted instance with end-to-end deployment completed in 4-5 months
Benefits
Ÿ Project timeline came down significantly
Ÿ Enhanced customer experience
For Mobile Enterprise The telecom service provider needed a cloud-based solution to cater to its mobile enterprise segment that comprised of all mobile services provisioned for enterprise customers out of the UK. The solution needed to address the following challenges:
Ÿ Huge dependency on third-party reporting systems resulting in high OPEX costs every year
Ÿ Different portals for different customers of the mobile business to access set reports
Ÿ Lack of consistency between types of reports across each of the different portals
Ÿ Disjointed service experience
Benefits
Ÿ Centralised the whole reporting capability and decommissioned some of the systems have led to noted savings of 600k GBP
Ÿ As part of phase 2 of the overall project, they have further estimated over 2 million GBP savings
Ÿ Reduced OPEX costs by eliminating dependency on legacy third-party reporting systems
Functionalities Delivered:
Ÿ An online Enterprise level Hierarchy Management, Cost Centre & Bill usage based analytics solution deployed in a multi-tenanted environment
Ÿ Application for online reporting and analytics
Ÿ Processing 400million CDRs every month data model and deposited into a repository
Ÿ Single Reporting application integrated using RBAC with 3 portals, each catering to specific user base across the mobile business to view and access different reports
Ÿ Providing consistent reports across lines of business
Ÿ Streamlining of service experience
Copyright © Intense Technologies Limited. All rights reserved.
Intense Technologies Limited is a global enterprise software products company, headquartered in India with a strong presence in USA, LATAM, EMEA and APAC. Our enterprise software products are used globally by Fortune 500s for digital transformation of their mission critical, customer-facing processes that result in increased revenues and improved customer experience.
To know more about our solutions, visit www.in10stech.com, call +91 40 44558585 / 27849019 / 27844551 or e-mail [email protected]
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