Success Stories

Virtusa / An end-to-end omni channel platform to maximize market opportunities
An end-to-end omni channel platform to maximize market opportunities

Our client, a leader in the home services business and is headquartered in  the UK with operations across Europe and N. America, was facing significant constraints to future growth and profitability. They were struggling with a geographic expansion and handling their day-to-day with their legacy systems.

With Virtusa as their partner of choice, they embarked on a transformation journey to maximize their market opportunities and also comply with all regulatory and internal policies. Virtusa helped its client with an end-to-end platform implementation to deliver these goals.

  • The Challenge

    • Legacy billing platform serving as CRM system
    • Lack of unified view of customers; policy-based, not customer-based
    • High inefficiencies in sales and service
    • Inability to cross-sell and up-sell
    • High customer churn
    • Duplication of policies and penalties leading to compliance risks and significant fines
    • Inability to pace operational growth to desired level
    • Absence of security for IT assets and data
    • Inability to support geographical expansion
  • The Solution

    End-to-end business transformation
    • BPM: Unified case management-based platform that automates and/or manages disparate processes, delivering  CRM, Marketing, Sales/eCommerce, Claims, Billing & Payments capabilities
    • CEM: End-to-end customer engagement platform
    • MDM: Customer and prospect data management
    • NBAM: Pega’s Next-Best-Action Marketing framework to enable omni-channel campaign management
  • The Benefit

    • Maximized market opportunities whilst ensuring compliance with regulatory and internal policies
    • Risk mitigation whilst optimizing customer interactions
    • Automated, real-time reporting against financial elements of sales
    • Effective up-sell and  cross-sell