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 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
•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 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