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.

The Results

39% Increase in YoY revenue because of the new processes

Cost Reduction

46% Reduction in operational costs and customer acquisition costs

Marketing

60% Increased ability for channel partners to upsell/cross-sell all their products and services

Automation

Salesforce view

Technical leaders who have implemented automation report a stronger ROI. Nearly 75% see time savings equivalent to at least 4 hours per 40-hour week.

EIQ Features Used

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The Challenge:
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.

Our Solution:
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.

EIQ for Enterprises

EIQ is the only integrated, low-code/no-code platform for fully intelligent business automation, driving transformation at scale across the Enterprise.

Ensure frictionless enterprise-wide interactions

Business Impact Delivered

Grow Revenues by 40%

Lower customer acquisition costs and operational expenses, raise conversion rates with minimal upfront investments

Improve Operational Efficiency by 74%

Improve overall efficiency due to process automation and quicker TAT (Turn Around Time) and AHT (Average Handle Time)

Strong Built-In Governance

Empower Workforce by 73%

Grow employee satisfaction rate through intelligent incentivization and foster productivity and time “given back” to the teams

Improve Customer Experience by 60%

Elevate customer satisfaction via efficient preventive maintenance and fewer query discrepancies

Enhance Asset Utilization by 30%

Achieve a reduction in inventory to gain equal or better customer demand with the existing supply

Strong Built-In Governance

Boost Security by 95%

Cut down data integrity issues across systems with predictive & preventive analytics

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