How a telecom service provider enhanced its B2B customer experience with UniServe™ NXT Platform

Digitization of B2B customer experience

The world’s second largest telecom service provider, saved more than 4 million Euros in just operations cost apart from other savings, in the 1st year of implementing our award winning solution built on UniServe™ NXT Platform.

Challenges faced by the TSP

The service provider was increasing their wallet share through Mergers and acquisitions and launch of new products.

• This led to a complex IT eco system where multiple systems operated in silos.
• Multiple billing, bill presentment, CRM, analytics, Self-care and distribution systems operated in silos resulting in a disjoint experience.
• Manual intervention in executing processes gave room to errors.
• The expense of maintaining multiple redundant systems was increasing.
• Absence of single view of the customer to multiple stakeholders was resulting in more disputes
• The business impact was High operations costs, inconsistent customer experience and increased DSO

B2B Customer Experience Management

UniServe™ NXT Platform offers B2B solution that can take your enterprise to the NEXT level!

The TSP decommissioned multiple self-care, CRM, Analytics, bill presentment, and distribution systems with our single solution thereby providing superior customer experience and reducing operations costs.

The outcome: customers of multiple lines of business like fixed line, global and mobile enterprise enjoy consistent experience today.

The solution led to increased customer satisfaction as they

• Have role specific access to view and analyze bills
• Have the flexibility to manage conglomeration of telecom expenses w.r.t. to their organizational needs
• Allocate budgets and analyze spend w.r.t. departments to generate reports
• Raise and track trouble tickets to ensure timely resolution
• Set alerts and notifications for threshold limits
• Their internal stakeholders couldn’t ask for more:

Stakeholder benefits

• Account managers were now up-selling instead of handing disputes
• IT operations had lower costs due to reduced number of applications
• CRM was efficient as a result of lower call handling time and availability of single source of truth
• Marketing was pleased to ensure consistent brand experience across lines of business
• Finance team had faster revenue realization and automated reconciliation of accounts
• Reduced operational costs while initiating a strategic goal of billing consolidation
• Process automation was seen by integrating 17 systems;
• A single invoice presentment; Self-care, analytics and CRM across lines of business.
• Reduced OPEX Cost by implementing the tactical billing transformation program in 6 months
• Reduced costs by eliminating dependency on legacy third-party reporting systems