success story

Digital transformation for seamless and omnichannel customer experience

Our client, one of the top telecom service providers in the world, wanted to provide best in class and secure digital customer experience to its stakeholders and external customers. They embarked on a 3 year digital transformation journey to rationalize their enterprise digital landscape and Virtusa was their partner in achieving the desired result.

 

 

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The Challenge
  • A 3-year transformation program to rationalize the Enterprise Digital Landscape.
  • Provide best in class, secure Digital Customer Experience to Enterprise and Carrier customers.
  • Process automation to achieve ZPI (Zero People Intensity), improve cycle time and customer experience by getting it right first time
  • Improve Net Promoter Score
The Solution
  • Developed a single unified enterprise-wide portal with state-of-the-art integration with BSS stack.
  • Solution based on Oracle WebCenter portal and WebCenter sites coupled with industry strength AAA provided by Oracle Identity Management.
  • 360 degree view of the customer for internal support teams and customers via personalized dashboard.
  • Optimized uniform Sell, Serve and Bill journeys across products
The Solution
The Benefit
  • Streamlined and simplified customer interaction by optimizing customer touch points.
  • Zero data inconsistency by seamlessly connecting quote and order journey.
  • Faster ordering with an improvement of over 50%. Quote journey improved by 75% and assure journey time reduced from 20 minutes to under 2 minutes
  • Multi-device and Multi-lingual
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