Enterprise Wide Digital Platform to Improve Customer Experience

Our client, a tier-one communication service provider, foresaw an opportunity, as customers were inclined to move towards a service provider who offered better content services. To take the competitors head-on, the client decided to grow from its existing consumer broadband services business and foray into a content providing business. Leveraging their strong networks, the client wanted to deliver content services to other operators and enterprise customers. As the client’s existing stack had multiple legacy platforms with almost minimal self-service options, they decided to build a new enterprise digital content platform. Virtusa and Oracle were chosen by the client to build this new platform and grow its subscriber-base.

  • The Challenge

    The key business challenges include:

    • Long product launch time, 90 to 120 days approximately
    • Multiple, complex customer front- ending systems leading to poor customer experience
    • Legacy platforms with no self-service capabilities
    • Manual back-end processes leading to increased operational cost
  • The Solution

    Virtusa started off with a phased engagement plan delivering the enterprise digital platform in two distinct phases.

    • Phase 1: rationalized customer front-end systems across lines of businesses to build a single and unified enterprise-wide digital platform
    • Phase 2: integrated customer touch points and automated back-end business processes
  • The Benefit

    • Reduced time to launch new products from 90-120 days to 30 days
    • 80% increase in sales opportunities through new customer inquiries
    • Automated back-end processes with 40% reduction in operational expenditures
    • Improved customer experience and satisfaction with 2 million new viewers post launch

Virtusa a Visionary, 2 years in a row

2018 Gartner Magic Quadrant for IT Services for Communications Service Providers, Worldwide

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