Success Stories

Multi-channel Solution for Enterprise Business Transformation

Our client, a global telecommunications company, had acquired a fixed line company in 2012 as it wanted to foray into enterprise business from a mobile-only business. Post the acquisition, the client ended up managing 4500 enterprise clients and 15000+ users across multiple and siloed system stacks. These stacks included 96 disparate customer-facing applications running through 15+ siloed business processes across 70+ IT systems. Due to this, the client’s customers had to navigate through multiple online channels for cross-product sales and services, thus making their customer journey, complex and disjointed.

Virtusa was chosen to work on the strategy, vision, and roadmap and consolidate these 96 customer-facing front-end applications into a single application. We successfully transformed the system and rationalized the channels into a single channel in a span of just 24 months delivering business outcomes in every step.

  • The Challenge

    The key business challenges include:

    •20 minutes to raise a new fault using online channels
    •80% failed orders at the backend
    •Disjointed customer journeys because of different processes and legacy stacks
    •Difficulty to integrate complex and disparate stacks with their enterprise ecosystem

  • The Solution

    •Rationalized 96 online channels into a single unified enterprise-wide channel with state-of-the-art integration with BSS stack
    •Delivered a solution based on Oracle WebCenter portal and WebCenter sites coupled with Oracle Identity Management (IDM)
    •Provided a 360-degree view of the customer via personalized dashboards
    •Built 70+ reusable modules to optimize sell, serve and bill journeys across product and service lines

  • The Benefit

    The key benefits delivered include

    •70% faster product launches, hence accelerating time-to-market
    •30% reduction in total cost of ownership and higher operational efficiency
    •50% reduction in manual touchpoints through rationalized processes
    •30% increase in online sales, hence improving topline revenue

Virtusa a Visionary, 2 years in a row

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