SUCCESS STORIES / IT Agility

Old systems might be a handcuff if one wants to ride growth in the new world

By transforming to a cloud-based end-to-end IT system, the client could elevate their game in serving digital-savvy customers and be ready for the 5G world

Background

To respond to the disruptive nature of today’s dynamic work and business ecosystems, businesses must embrace the digital transformation of their IT stack. It can empower businesses with greater differentiation, innovative business models, and agility, enabling them to enhance their focus on user experience.

In this scenario, how will a service provider transform their IT to deliver customer delight, stay relevant amongst digital-native competitors and drive growth in the modern world?

But which route should a telecom operator take to address this problem, and what challenges would it face?

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24% increase in ARPU

30% faster feature rollouts

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

Client Situation

A LATAM-based communications company was operating across 20+ countries. They had recently acquired a global communication company’s LATAM asset as well.

They were looking for a solution that could converge their operations, making them ready for a 5G world and providing capabilities to deliver a richer customer experience.

This entailed a massive transformation, and the client was looking for a consulting & systems integration partner with domain strength and prior experience in driving large transformational programs.

Prodapt’s successful strategy and implementation turned the client into a converged digital operator in the region.

Diagnosis

The client had multiple legacy systems for each functionality in fixed & mobile services. They had numerous disjointed and disparate applications spread across the IT ecosystem, which impacted their ability to get a 360° view of the customer. It impacted their business operations and reduced their ability to serve digital-savvy customers better.

They needed expertise in taking a business-led approach to technology transformation for building an advanced IT stack using best-of-the-breed technical components.

Solving It

We started with business consulting to enable the client’s IT transformation journey across 20 countries and multiple brands. With our business-led transformation approach, we created a futuristic architectural blueprint to support ‘Digital-first', 5G ready world. We defined the transformation needs as well as the process model and architected the full IT landscape for fixed and mobile services for all market segments (consumer, wholesale, and business).

As the lead system integrator, we implemented and integrated greenfield cloud-enabled IT (Digital-first) platform covering different functions such as CRM, billing, real-time rating, charging, network systems, etc.

We streamlined service delivery across different functions such as business, technology, and networks using the Salesforce platform. We used our best practices to facilitate the business and implement and run the operations for all operational functions.

Lastly, we managed business benefits and secured a full business implementation across multiple countries.

This transformation program enabled a truly omnichannel and rich customer experience across different products, channels, and geographies.

Our cloud-enabled IT platform allowed the client to improve customer experience throughout all customer touchpoints, which led to an increase in ARPU by 24%. They could rollout new features to customers 30% faster. It led to an increase in the customer retention rate and a reduction in overall TCO by 25%. With the transformed ‘Digital-first’ IT stack, our client was able to rapidly launch and experiment with new features and customer experiences – a critical ability needed to thrive in the digital era.

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