The Telecom service provider (TSP) operating as a subsidiary of one of the largest publicly traded companies by market capitalization in India aims to revolutionize the Indian telecom service industry by providing the lowest cost LTE services across 800 cities in India.

They wanted to establish high standards of customer experience by providing consistent, personalized and interactive engagement at every step of customer engagement

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Challenges:

• Replace their existing notifications system to an enterprise level agile solution that can handle large amount of incoming customer requests through SMS
• A unified notification hub that connects to all their existing enterprise applications and responds to any customer related event triggers

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Solution:

• Customer engagement hub will help the TSP communicate with their customers more effectively by sending the right message to the right customer at the right time through the right channel.
• The customers are thereby engaged constantly through their preferred channels of communication to increase loyalty and experience, simultaneously reduce customer service costs.

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Business value:

• Reduced the use of multiple applications to validate customer requests
• Delivery reports and analytics were available to track every communication sent to a customer.
• Multi-lingual engagements were sent to increase customer engagement

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