Case Study

Digital Transformation for Telecommunications Company


Digital Transformation for large telecommunications company in Europe

The client

The client is a leading European telecommunications provider looking to provide next generation customer experience.


Client was facing competitive market pressures due to international expansions and multiple mergers and acquisitions. Client was attempting to improve end to end customer experience to differentiate its offerings in crowded market and increase customer retention, in particular:

  • Improve sales and on-boarding
  • Simplify customer journeys and improve customer engagement
  • Reduce cost of sales and service
  • Optimize workforce efficiency and engagement
  • Consolidate / Integrate technology platforms for delivering Digital strategy
  • Leverage new technologies to improve business processes

Our solution

Infosys its proven methodologies and SMART EA Framework to define and measure multiple digital strategy initiative. Using telecommunications specific business capability repositories and reference architecture, Infosys’ vendor neutral approach led to pragmatic and outcomes focused architectures. In addition, we focused on cost advantages using a value realization model to define and measure specific success parameters.

Some of our key deliverables:

  • Digitizing consumer touch points, enterprise services and designing digital workplace
  • Business capability mapping and business case development
  • Impact assessment of digital transformation on existing IT ecosystem
  • Technology blueprint and program strategy for driving digital roadmap
  • Setting up digital governance
  • Rapid technology pilots and proof of value prototyping for new solutions


Infosys successfully delivered a unified online consumer experience with self-care and ecommerce for the consumers across 12 countries resulting in improved sales up to ~23% and ~3 M Euros savings per annum. Infosys re-defined the supply and demand across channels to bring efficiencies in forecasting and inventory management, delivered ~€60M benefits by rolling out the global solution across 4 countries.

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