One of the largest telecommunication networks in the APAC region with a large mobility, data and IP product footprint wanted to enhance the user experience across the order fulfilment cycle.
Multiple systems made self-service cumbersome for customers. Consequently, the customer service team received 300-400 emails from customers daily, 50% of which were requests seeking order status information. At the same time, order updates sent by the telco did not meet customer experience requirements.
- Lack of integration between legacy CRM and strategic provisioning systems necessitated human intervention, which increased workload of the operations team.
- Customers had to toggle between four portals to access product information, generate a quote and order data and IP products, and check order status.
- The complex architecture, legacy platforms and fragmented ecosystem prevented a seamless omni-channel experience.
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The Solution
Integrated portal mitigates operational risks due to legacy apps while delivering a seamless order-to-activate experience for users
Infosys developed a unified portal to replace legacy systems. Our team implemented a data framework to manage order status notifications via email and API gateways (push and pull notifications). We created a consolidated order status dashboard for customer self-service across the product portfolio. We leveraged the existing event-based architecture to build a data-driven notification framework for managing order status updates.
Infosys developed a reusable utility to manage document migration workflows and improve data quality. Our team introduced system checks in the order management system to improve the quality of order update notification content. Robust document management in the integrated portal ensures reliability of order status notifications. Our incremental approach helped incorporate customer feedback and prioritize change requests to maximize business outcomes. Notably, our process-driven methodology and robust knowledge management tools mitigated resource constraints.
Benefits
Intuitive portal hub interface enables customers to monitor and manage their orders and access order updates easily.
A data-driven framework drives smooth onboarding of new products and users. More than 500 users were onboarded across 70 business partners, within months from launch.
Changes to notification content can be executed as a DevOps activity, with minimal downtime across email, API and web channels. It reduces email enquiries and boosts productivity of sales and service as well as customer support teams.
Simplified IT architecture drives consistent omni-channel order fulfilment experience
- Agile frameworks used across deployments, best practices in SAFe and DevSecOps, and a solution architecture that leveraged existing systems ensured timely delivery, within budget
- Microservices-based architecture drives a consistent user experience across communication channels, including email, API and self-service dashboard
- Reliable portal performance allows decommissioning of legacy customer-facing systems by FY23
