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.

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SUCCESS STORIES / Digital Customer Experience

Portal experience becomes the key ingredient for customer delight

Prodapt joined hands with North America’s leading service provider to reimagine the customer experience that helped them win the world's premier Stevie^® Awards

Background

Organizations are adopting digital transformation in a fiercely competitive market to stay relevant and improve customer experience. Many organizations face challenges with successfully orchestrating digital transformation, which requires consolidating several applications across multiple platforms.

What strategy should service providers adopt to create true business agility and respond quickly to changing customer expectations to unify their customer-facing portals and improve customer experience?

51% increase in portal revenue

57% enhancement in mobile app rating

70%improvement in portal responsiveness

Client Situation

Our client is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations, and carrier partners across the US. They had acquired three companies which resulted in different customer-facing portals, making customer service difficult.

Those companies had their respective systems and data, which were difficult to integrate and manage, leading to high operational costs. To reduce the expenses, the client planned to unify all the services and offer an integrated digital experience to their customers.

They approached Prodapt to consolidate their backend systems and relaunch their portal to bring together information, services, and engagement to support customers.

Our new unified portal opened new communication channels with customers, increasing engagement and satisfaction.

Diagnosis

The critical challenges in their digital journey were the complex nature of web portals built on fragmented and non-standard technology platforms. These disjointed applications and portals resulted from mergers and acquisitions that consumed many of the organization's resources.

Due to the lack of a unified portal, they had to log into multiple systems using different user IDs, which frustrated the users resulting in low mobile engagement and inconsistent experiences. They also needed to build consistent branding across channels and marketing initiatives and reduce the costs of managing various portals.

The lack of intuitive self-care features like billing, payments, Wi-Fi management/security, chat, and feedback functionalities impacted the customer experience.

Solving It

To overcome the above challenges, Prodapt offered a solution that consolidated multiple portals into one unified portal with modernized self-help functionality.

Our unified portal was built on highly extensible/modular architecture for heterogeneous platform integration. It brought together information, services, and engagement, providing customers with real-time access to account management functions, visibility, and support. It was a unified portal with essential self-service enablement features that provided one-click access to various functionalities, greater control, and visibility into the services for the customer.

We also built a simplified mobile application that enabled the customers to connect on the go. We introduced a feedback portal that provided insights to improve customer experience and the KPIs of the website. We implemented ChatBot & CMS–integrated Salesforce Live Chat and Bot Press for customer direct chat facility.

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