Telecom Evolution: Enhancing Customer Experience and Efficiency
A leading telecom operator in the US recognized the need to elevate its digital operations. This encompassed customer-facing improvements and internal enhancements, vital for both efficiency and effective partnerships. Facing these evolving industry demands, the company sought EvoluteIQ’s expertise to drive its digital transformation initiatives forward.
39% Increase in YoY revenue because of the new processes
46% Reduction in operational costs and customer acquisition costs
60% Increased ability for channel partners to upsell/cross-sell all their products and services
Market Share Risks: Transformation for a Complex Business Portfolio
Faced with the looming risk of market share erosion in established segments and eager to expand into new ones, our client embarked on a comprehensive transformation program. However, their extensive business portfolio needed complex interactions with numerous partners, entailing many manual processes. Additionally, catering to a substantial roster of B2B clients and partners demanded a flexible and scalable solution to drive their digital operations effectively.
Unified User Journeys, Persona-Driven Portal, and Back-Office Automation
EvoluteIQ spearheaded a radical solution, revitalizing customer and partner user journeys. This innovation was achieved by developing a unified, event-driven, data-driven platform.
A unified portal was crafted, catering to the diverse user base with persona-driven functionality. This approach ensured that each user group had access to the tools and features needed.
Integral to this project was automating various back-office processes and streamlining operations across disparate systems such as ERP, PLB (performance-linked bonus), and CRM. Critical functions, including Financial Control (payments processing and reconciliation), Performance Management & Credit Control, and Compliance, were among those successfully automated.