Customer experience is important to build competitive differentiation. Enterprises need to act swiftly on insights from big data to empower stakeholders to deliver on expectations of customers. Intense Technologies helps you break the silos of technology to deliver business agility that drives customer centricity in shortest possible time.

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Build competitive edge through
differentiated customer experience

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Your customers have more
choices to interact with you

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You risk ceding more ground to disruptive
digital players if you don’t act now!
Customer experience is
the next battlefield
- Gartner
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Your customer
data is your asset
Use it to build competitive edge through
differentiated customer experience

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What needs to be done ?
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Multiple customer experience projects Enterprise wide unification
Break the departmental silos of people, process and
technology to empower stakeholders
Today’s siloed approach Future collaboration

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Why personalization is the key?

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Key imperatives of service providers
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34% of respondents from global telecom operators deemed service
personalization as their number customer centricity initiative
– E&Y study of 43 interviews with representatives of 40 organizations
Source: Global telecommunications study: navigating the road to 2020

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Outside-in approach for personalization
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Your business processes need to be proactively align to
customers’ needs

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Personalization of Omni-channel customer
experience

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Customer journey in the digital world
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Research suggests that customer hops at least three
channels before completing a single transaction

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The physical and the digital divide
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Consumers increasingly expect to move seamlessly
across channels, receiving consistent content
through physical and digital channels
No more inconsistent pricing on digital and physical channels
LG G Stylo (Sprint Prepaid)
Price: $199.99
Price: $170.99

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Bridging the gap
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Personalization is ensuring that customers get a pre-selection of what they’re
interested in, in the channels and mediums that they interact

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How it helps in boosting revenues
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Personalized up-sell and cross-sell
opportunities
While enhancing customer experience
Streamline operations
Reduce customer support costs

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Personalization of order management for
customer experience

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What Amazon does that you don’t ?
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Bundle offers (multiple products)
Recommendation based on
purchase history
Seamless experience across channels

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Modernization of order management
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Single Portal
OMS1
EPTJ
P1
OMS2
cable
P2
OMS3
Broadband
P3
Procurment1
Billing
OTD
status1
OTD
status2
OTD
status3
Procurment2 Procurment3
Billing Billing
Mobile Broadband DTH Fixed line
Prod catalogue
Modernization of existing infrastructure to enable bundle offers
across lines of business

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One customer, one experience
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What big data technologies are doing to
enhance customer experience

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Adoption of big data technologies
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Customer experience was the top priority for respondents invested or planning
to invest in big data technology
Source: Gartner

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Challenge of organizing for big data
Despite big investments surrounding big
data, information leaders are struggling to
turn proofs of concept into demonstrable
business value.
Source: Gartner
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Focus shifts from insights to action
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Agility to act quickly is important
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The pace at which customers interact with systems of
engagement is exponentially higher than response time
taken by systems of record.
Customers move channels rapidly
and expect consistency
Legacy systems react slowly to
customer needs

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IT silos impacting the entire value chain
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90% of the information assets from big data analytic efforts will be
siloed and unleveragable across multiple business processes

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Seamless federation for swift action
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Stakeholders are aligned with right information at the right time, in the
right format refines customer experience

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UniServe™ –
Fastest way to build business agility
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Platform that builds business agility
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Personalization made easy with UniServe
Just configure .. Do not code!

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Our mission: Help you act on big data
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Build competitive advantage through differentiated
customer experience