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Case study: How to enhance telecom service provider's B2B customer experience

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uniserve CorpCare digitally transformed B2B customer experience for one of the world's largest telecom service provider by modernizing existing legacy environment

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Case study: How to enhance telecom service provider's B2B customer experience

  1. 1. © Intense Technologies Limited© Intense Technologies Limited www.in10stech.com Intense Technologies Limited
  2. 2. © Intense Technologies Limited Case study ? 2
  3. 3. © Intense Technologies Limited Sophisticated B2B customers Greater control Consistent omni- channel experience Targeted communication and preferred treatment Greater transparency Proactivity Single view across lines of business Easy change management Expectations and how you can meet them? 3
  4. 4. © Intense Technologies Limited Sub-systems Stakeholders B2B customers A/c Managers and Collection agents CRM Resellers Management Current IT Infrastructure Complex web of processes Legacy systems CRM ERP Organizational challenges Integrating data from different legacy systems for 360 degree view Cross company consistency and transparency All business functions must meet customers’ needs proactively Before scenario
  5. 5. © Intense Technologies Limited Sub-systems Stakeholders B2B customers A/c Managers and Collection agents CRM Resellers Management Current IT Infrastructure Complex web of processes Legacy systems CRM ERP Before and after scenario ERP Sub-systems Legacy systems CRM B2B customers A/c Managers and Collection agents CRM Resellers Management Radical process simplification Agile customer experience platform 5
  6. 6. © Intense Technologies Limited Use case 1: B2B customer engagement • Suggest best plans • Adheres to SLAs • Control revenue leakage Faster and accurate service Streamlined collections and lesser disputes Service level agreement and Key performance indicator reports Telecom service provider management Payments CRM Account manager Single source of information enabling 360 degree view Alerts, notifications & reports Role based access • Creates roles according to geographies, departments • Views consolidated bills • Analyzes spend patterns • Greater visibility & control- Personalized dashboard • Timely payments • Purchase order management B2B Customers 6
  7. 7. © Intense Technologies Limited Use case 2: Hierarchy management  Enterprise hierarchies in billing systems do not correlate with the actual enterprise  Feeds from multiple systems were processed and unique IDs were created to establish identity of enterprise customers  Consistent omni-channel presentment of enterprise hierarchies  Complete automation of conglomerate bill generation and distribution  Easy change management CHALLENGES SOLUTION BENEFITS TESCO PLC TESCO HOLDINGS LTD STEWARTS SUPER MARKETS LTD TESCO STORES LTD TESCO FUEL LTD TESCO.COM LIMITED TESCO INTERNATIONAL SOURCING LTD B2B customers can organize their telecom expenses in tune with organizational hierarchies 7
  8. 8. © Intense Technologies Limited Use case 3: Automated conglomeration  Manual conglomeration of bills w.r.t enterprise hierarchies  Conglomerate bill module which helps in • Creation of accounts • Management of bill cycles • Deletion of accounts  Automated generation of conglomerate bills CHALLENGES SOLUTION BENEFITS TESCO PLC TESCO HOLDINGS LTD STEWARTS SUPER MARKETS LTD TESCO STORES LTD TESCO FUEL LTD TESCO.COM LIMITED TESCO INTERNATIONAL SOURCING LTD Data Managed Services Voice Automated generation of conglomerate bills across lines of business 8
  9. 9. © Intense Technologies Limited Use case 4: Automated purchase order management  Manual tracking of purchase orders results in • Delayed payments • Revenue leakages • High cost per invoice  Automated purchase order management with alerts for stakeholders  Upliftment and extension of purchase order  Faster revenue realization  Reduced disputes  Helps control revenue leakage CHALLENGES SOLUTION BENEFITS Order summary and validity check 9
  10. 10. © Intense Technologies Limited Use case 5: B2B customer experience  Multiple logins to view and analyze spend  No alerts and notifications  Limited reports and inflexibility to generate reports on demand  Single portal with self service abilities for • Reports and alerts • Consolidated and split bills • Analytics to comprehend spend  Greater control and visibility of telecom spend CHALLENGES SOLUTION BENEFITS Bill view Multiple logins and inflexibility of generating custom reportsB2B Customer Analytics Trouble ticketing B2B Customer Single portal Before After Unified portal for B2B customer experience 10
  11. 11. © Intense Technologies Limited International call data Use case 5: Enterprise customer reports 11 Trend reports Charge summary by account/line Call details Frequently called numbers Call type comparison Ad hoc reports
  12. 12. © Intense Technologies Limited Benefits Estimated savings of 4 million Euros Transformation achieved within the shortest period - 6 months Streamlined operations Contained revenue leakage Decommissioned 9 applications Reduced disputes, thus enabled account managers to focus on new business Enabled Reporting & analytics to enterprise
  13. 13. © Intense Technologies Limited CORPORATE HEADQUARTERS INDIA A1, Vikrampuri Secunderabad – 5000 09. Telangana, INDIA Tel: +91-40-44558585 / 27849019 / 27844551 Fax: +91-40-27819040 e-mail: internationalsales@in10stech.com EUROPE UNITED KINGDOM 200 Brook Drive, Green Park, Reading UK, RG2 6UB Tel: +44 7825 664 259 e-mail: internationalsales@in10stech.com AMERICAS UNITED STATES OF AMERICA 10481 NW 36 Street, Miami FL 33178 Tel: +1 954 545 2037, 305 509 1250 e-mail: internationalsales@in10stech.com MIDDLE EAST AND AFRICA UNITED ARAB EMIRATES Hamriyah Free Zone,P.O.Box 53142, Sharjah Tel: +971-4-2653202 / 56-6499568 e-mail: internationalsales@in10stech.com ASIA PACIFIC SINGAPORE 9, Temasek Boulevard # 19-05 Suntec Tower 2, Singapore 038989 Tel: +65-8288-1859 e-mail: internationalsales@in10stech.com Intense Technologies Limited About Intense Technologies Intense Technologies Limited is a global enterprise software products company, headquartered in India with a strong and emerging 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. We have a strong track record of deploying our highly scalable product suite to Banking & Financial services, Insurance, Government, Utilities, Manufacturing and Telecommunication enterprises. We serve customers in 30+ countries across 4 continents, with a 70% market share in Telecom in India 13

Editor's Notes

  • To create a highly automated streamlined e-bill presentment and analytics platform
    To decrease cost of operations, minimizing billing inaccuracies
    To provide superior B2B customer experience to develop competitive edge

    Number of IT applications has grown over the years to respond to evolving enterprise customer requirements

    Current architecture is under stress and inflexible to growing business needs

    Digital transformation by building an agile platform for B2B customer experience
  • 1.Single view across lines of business- Unified self-service portal for subscriptions across service portfolio
    2. Proactivity-Empower internal stakeholders with right information and alerts
    3. Greater transparency-Reports and analytics on usage patterns
    4. Targeted communication and preferred treatment-Deliver insights with relevancy
    5. Consistent Omni-channel experience-Unified communication platform across channels
    6. Easy change management-Powerful self-service abilities
    7. Greater control- Seamless service for the supply chain and value chain












  • 1. Internal stakeholders will have right information at right place in right format
    2. Look at the same data, streamline across different internal viewpoints
    3. Alerts & notifications to all relevant customer facing teams
    4.Relevanc to customers’ needs
    Deliver insights that equip internal stakeholders with right information
    5.KPIs to reflect customer centricity
    Net promoter score linked rewards and recognition across teams


    Agile customer experience platform
    Billing consolidation
    Platform for presentment & analytics
    Single source of truth across stakeholders

    We have delivered immense value to the service provider by digital transformation of their B2B billing consolidation and eBPA processes without having to rip and replace their existing IT infrastructure.
     
    The platform helped consolidate multiple billing systems which were operating in silos
    Decommissioned 9 legacy applications to radically simplify their processes
    Built 45 adapters to standardize various file types for bill consolidation
    Created and consolidated billing data models for reports and analytics for internal and external stakeholders
    Created single source of truth across all customers’ touch points with role based access controls
    Single platform for automated conglomeration, bill formatting, electronic bill presentment and purchase order automation.
    Our platform supports Multi-currency, multi-location and manager services

     
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