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

Our client, a leader in home services business, was headquartered in the UK with operations across Europe and N.America. The client was facing significant growth and profitability constraints. It was struggling with geographic expansion and handling of day-to-day activities with its legacy systems.

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

  • The Challenge

    • Legacy billing platform served as the CRM system
    • Lack of unified view of customers; policy-based, not customer-based
    • High level of 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-selling and cross-selling

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