SUCCESS STORIES / Digital Customer Experience
The largest communications provider in LATAM sparked powerful and memorable emotions in their customers by delivering personalized, uniform customer experience
In today’s customer-first world, providing a consistent and personalized experience across all the channels is a table-stake for businesses. With customers getting used to 30-minute deliveries, ordering books and appliances in one click from their mobile devices, and the ability to watch and browse movie trailer-made for them. Their expectation from any business on customer experience has made a giant leap from what it was a decade back.
Every business must take a holistic approach towards digitalization, ensuring ‘total experience’ for both customers and employees.
But what changes should a service provider undergo in the path to delivering a holistic digital experience faster?
61% faster delivery of services
30% increase in sales conversion rate
71% reduction in costs
50% increase in agent efficiency
Our client, a LATAM telco giant, operates in over 20 countries with 8 brands. All these brands had their customer touchpoints, were largely decentralized, and offered channel-centric services. This siloed approach to customer experience hampered the launch of new products, created complexities in providing a consistent experience across different channels, and reduced their velocity to serve customers.
Prodapt’s innovative approach helped the client deliver a personalized digital customer experience which kept them more engaged, satisfied, and loyal.
We assessed their maturity level using a Digital Maturity model based on TM Forum standards. It is a practical approach to transformation that adapts to every step in the customer journey.
Since they had acquired multiple companies, they had technical debts, duplicated business capabilities, and no unified service management. To their customers, they were one brand, whereas they were internally operating as multiple entities.
We realized that delivering digital services would get more complex over time with the current state, leading to delays in product innovation and unpleasant customer experience.
To overcome the issues mentioned above, we built a flexible, consistent, and lean platform – Digital eXperience Platform (DXP). This emerging enterprise technology helps businesses achieve better employee and customer experiences. This solution enabled them to become a ‘Digital-first’ organization, boosting their brand image in the market.
Keeping in mind the ambition to have a central solution, we built the platform with innovative technologies like – Global Design System, continuous integration/continuous delivery (CI/CD) pipeline, Mono-repository, and a headless architecture.
We established a Digital Center of Excellence (DCoE) to implement, maintain and improve the delivery of services. It helped the client redefine their relationship with customers by delivering pleasurable experiences faster.
The client could accelerate the delivery of their services by 61%. Due to enhanced customer engagement, their sales conversion rate improved by 30%. They could also reduce their costs by 71%, as their maintenance costs drastically went down. Centralized portals improved agent efficiency by 50%, which enabled them to focus on making their customers happier.
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