Success Stories

Digital transformation for seamless and omni-channel 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 the external customers. They embarked on a 3 year digital transformation journey to rationalizetheir enterprise digital landscape and Virtusa was their partner in achieving the desired result.

  • The Challenge

    • A 3 year transformation program to rationalize the Enterprise  Digital Landscape.
    • Provide best of class secure Digital Customer Experience to Enterprise and Carrier customers.
    • Process automation to achieve ZPI (Zero People Intensity), improve Cycle time and increase 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 Benefit

    • Streamlined and simplified the Customer interaction by optimizing the customer touch points.
    • Zero data inconsistency by seamlessly connecting the Quote and Order journey.
    • Faster Ordering with an improvement of over 50%. Quote journey quicker by 75%. Assure journey time reduced from 20 minutes to under 2 minutes
    • Multi-device and Multi-lingual enabled