NEMESISCUSTOMERSUCCESS STORY
Self-care portal and ecommerce solution Vivacom
April 2018
Case Study Telecom Industry
Vivacom
THE COMPANY
VIVACOM OVERVIEW
Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards - from Мobile and Fixed Voice services, high speed Fiber Optic Internet, Digital Interactive TV, Data transfer to tailor made telecommunication solutions.
The company employs more than 6,000 people and owns a mature distribution network with over 300 branded retail outlets and alternative sale points.
Maintaining its position as a market leader means that the company had to introduce new services and adapt its service provisioning to suit the changing needs of its customers.
THE CHALLENGE
PROJECT OVERVIEW
The company wants to capitalize on its competitive advantage in convergent service sales on the difficult telecoms market. At the same time it has set a goal to reduce IT systems maintenance costs, while increasing customer service speed and driving online sales.
The aim of the project was to create a coherent self-care portal and e-commerce solution for several million clients based on one platform. One common ground for clients, sales representatives and consultants where product management in each sales channel should be simple, coherent and transparent.
EMPOWER USER EXPERIENCE
Full self-care portal that enables company customers to:
● log in web / mobile platform
● create and edit own account
● manage payment plans
● check and pay outstanding bills
● issue and view invoices
● manage used services
● add and stop extra services
● create personalized service package
DRIVE ONLINE SALES
Complete ecommerce solution that enables company customers to:
● shop mobile devices and accessories
● purchase subscription plans
● upgrade existing subscription plan
● create complex marketing promotions
● purchase complimentary services
● shop product bundles
● search with advanced search options
● omnichannel customer experience
Shopping cart● Catalog● Cart● Checkout
Content management● Device features● Pictures and video● Web content
Subscription and bundling
● Plans and add-ons
● Pricing and promotions
● Bundling content
Omnichannel experience
● Store inventory● Click and collect● Call center
integration ● Self service portal
TYPICAL COMMERCE FUNCTIONALITY
TELECOM SPECIFIC REQUIREMENTS
“We needed a commerce platform that could support our core business digitally, and also extend into other channels, customer touch points, and
product categories.”
R.D., Chief Information Officer
THE SOLUTION
Through a Single Sign On platform, authenticated and authorised users can access an administration panel allowing them to view their current service subscription, manage permissions, upgrade and renew subscriptions, and add subscription addons.
This solution helps the company put consumers in full control of their voice, mobile broadband and other service offerings. The portal can also be used to deliver precisely targeted information, such as new offers or relevant promotions based on customer activity.
PHASE 1: Self care portal
PHASE 2: Ecommerce solution
The ecommerce functionality supports commerce features that allow cross-sells, up-sells and notifications, upholding a healthy business growth.
The solution provided made it easy for the company to track sales by location or category, track margin and profit, allow discount pricing, track inventory, etc.
Now the company can offer and utilize tools like dynamic bundling and pricing, subscriptions, offer management and merchandising.
APPLIED TECHNOLOGIES
THE RESULTS
Introduce true omnichannel experience
Let customers choose the most convenient, always on, engagement channel. Regardless of whether a customer uses a desktop or mobile device, the experience is always appropriate to their channel of choice - and to the task.
Lower the cost of customer service
Reduce the workload of your customer service teams, by eliminating the number of customer service calls and moving bulk of customer management into the hands of your clients.
Boost your marketing and sales
Enhance your marketing efforts with a non-intrusive direct marketing platform for advertising new services and promotions. Increase conversion by reaching your customers with targeted, personalized offers directly on their device.
KEY BENEFITS (1)
KEY BENEFITS (2)
Increase customer satisfaction & engagement
Connect with customers in a more convenient and personalized way. Track their behavior and address their actual needs with relevant recommendations and content.
Give customers better buying experience
Let your customers browse invoices online, perform online top-ups and payments, review financial operations history, browse financial documents, and choose the language used by the system during a particular session.
Simplify selling and trouble ticketing
Empower your clients to easily access information about new services and products available, activate or deactivate services, or report issues in a convenient and simple way.
“From our first communication with Nemesis team, it was clear that the team truly understood the telecommunications market and our specific
pain points as an operator.”
R.D., Chief Information Officer