How a telecom service provider enhanced its B2B customer experience with UniServe™ NXT Platform
Digitization of B2B customer experience
The world’s second largest telecom service provider, saved more than 4 million Euros in just operations cost apart from other savings, in the 1st year of implementing our award winning solution built on UniServe™ NXT Platform.
Challenges faced by the TSP
The service provider was increasing their wallet share through Mergers and acquisitions and launch of new products.
- This led to a complex IT eco system where multiple systems operated in silos.
- Multiple billing, bill presentment, CRM, analytics, Self-care and distribution systems operated in silos resulting in a disjoint experience.
- Manual intervention in executing processes gave room to errors.
- The expense of maintaining multiple redundant systems was increasing.
- Absence of single view of the customer to multiple stakeholders was resulting in more disputes
- The business impact was High operations costs, inconsistent customer experience and increased DSO
B2B Customer Experience Management
UniServe™ NXT Platform offers B2B solution that can take your enterprise to the NEXT level!
The TSP decommissioned multiple self-care, CRM, Analytics, bill presentment, and distribution systems with our single solution thereby providing superior customer experience and reducing operations costs.
The outcome: customers of multiple lines of business like fixed line, global and mobile enterprise enjoy consistent experience today.
The solution led to increased customer satisfaction as they
- Have role specific access to view and analyze bills
- Have the flexibility to manage conglomeration of telecom expenses w.r.t. to their organizational needs
- Allocate budgets and analyze spend w.r.t. departments to generate reports
- Raise and track trouble tickets to ensure timely resolution
- Set alerts and notifications for threshold limits
- Their internal stakeholders couldn’t ask for more:
Stakeholder benefits
- Account managers were now up-selling instead of handing disputes
- IT operations had lower costs due to reduced number of applications
- CRM was efficient as a result of lower call handling time and availability of single source of truth
- Marketing was pleased to ensure consistent brand experience across lines of business
- Finance team had faster revenue realization and automated reconciliation of accounts
- Reduced operational costs while initiating a strategic goal of billing consolidation
- Process automation was seen by integrating 17 systems;
- A single invoice presentment; Self-care, analytics and CRM across lines of business.
- Reduced OPEX Cost by implementing the tactical billing transformation program in 6 months
- Reduced costs by eliminating dependency on legacy third-party reporting systems