Software Intensive Networks

With virtualized networks, your business can take advantage of evolving technologies like 5G and the opportunities that they bring.

Digital Customer Experience

Businesses today need to address individuals, not a crowd. The frontier of excellence is digital, where millions of ones are served at scale.

Operational Excellence

Continuous improvement is non-negotiable for delivering value to your customers. Take apart, cutout, reorder, and automate as needed.

IT Agility

End-to-end service design and implementation that anticipates industry trends in data, digital, and cloud.

Product Engineering

Emerging future of software, embedded or served, that changes how we use everyday objects. Or entirely new conceptions of devices.

Featured services

Salesforce

Prodapt enables businesses to transform customer engagement and deliver best-in-class service with personalized experiences using Salesforce platform.

Cloud & Data

We enable faster adoption of cloud technologies and transform your businesses through a full spectrum of services including cloud advisory.

Media & Entertainment

Prodapt's media and entertainment services help service providers deliver content, enhance experience and improve commercial operations.

Semiconductors

Our expertise spans multiple domains, including IoT, 5G, AI, cloud, and ADAS. As a trusted partner, we work with Top Tier clients worldwide and have experience with advanced nodes such as 3nm.

Connected platforms & software

Prodapt’s solutions place your product development on the secure DevOps track, offering Generative AI -powered performance, reliability, and monitoring.

Fiber

Fiber Internet providers are racing to expand networks and accelerate business growth.

ServiceNow

Prodapt's consulting and ServiceNow implementation expertise gets the results faster - accelerating digitization.

About us

Prodapt Red Book

We are very proud to present you with our Red Book.The Red Book explores Prodapt’s view of the connected world. And especially the part Prodapt plays in it.

Prodapt foundation

We are on a sustainable endeavor towards making a positive difference to the world we operate in.

Leadership team

Highly driven individuals with diverse experience and strong business acumen that have a shared vision of inspiring, innovating, and impressing.

Diversity and inclusion

We believe in connecting people from diverse backgrounds to achieve our collective goal of accelerating â€˜Connectednessâ€™.

Massively distributed delivery

Ultimate business continuity. Operate from anywhere deliver everywhere, tap talent across the world.

Newsroom

Get the latest news and feature stories on our businesses, community initiatives, heritage, and people.

SUCCESS STORIES / Salesforce

Hyper-personalization creates ‘magical experiences’ and builds customer trust

Modernization of the CRM with a ‘Customer-first’ approach enabled a leading communications company to combat digital native competitors

Background

Customer hyper-personalization has become critical for business success. However, delivering such experiences at scale becomes difficult with a limited understanding of customer needs and preferences.

A business can tailor customer experiences if they have a thorough understanding of their products and a 360° view of their customers. They should equip themselves to combine data and technology to offer hyper-personalized products and services.

Dissatisfied customers indicate that a business has a limited view of customer engagement. So, how can a business gain customer confidence and increase brand value?

67% acceleration in the time-to-market

28% increase in the average revenue per customer

25% reduction in the Total Cost of Ownership (TCO)

20 points rise in NPS

Client Situation

Our client, a leading LATAM communications provider, operates across 20+ countries with 8 brands. All these brands had legacy systems that were decentralized, leading to operational silos. It hampered their ability to deliver personalized products, and consistent experiences, reducing their care team’s ability to serve customers faster. In addition, the overall cost of operations was increasing.

As a result, the service provider was challenged with hyper-personalized customer care, and they desperately needed to address these issues.

Turning customers into brand champions was a significant achievement that Prodapt's client was able to achieve, as a result of the connected experience solution.

Diagnosis

Due to multiple acquisitions, the client’s customer care platform grew complex and had duplicate as well as limited business capabilities. It didn't integrate well with other enterprise applications, limiting its usage and scalability. The customer care teams were having a nightmare using various tools to address customer queries.

These challenges impacted the overall productivity and efficiency of the customer care teams. Furthermore, there was no scope to deliver personalization due to a lack of insights into customer engagement.

Prodapt demonstrated a clear need to adopt a game-changing operation for the service provider. The client needed a unified digital platform to transform customer care.

Solving It

Prodapt modernized the customer care journey from merely transactional to relationship-based care, powered by Salesforce Communications Cloud. This solution included powerful offerings of Salesforce such as Salesforce Industries (Vlocity), Customer 360, Salesforce Einstein, and VisualForce that digitalized the complete lifecycle of the customer journey from lead to loyalty.

Our solution focused on modernizing the customer onboarding process, providing a unified view for care teams to accelerate the fulfillment of orders, and offering hyper-personalized products and services. We also automated the trouble resolution to address customer problems faster.

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