How we refactored the value-added service system for the Largest LATAM operator, helping them reduce costs and accelerate service delivery across 13 countries.
The past decade has seen rapid growth in digitalization and technology, leading businesses to create more differentiated services and offerings to meet the changing needs of their customers.
When it comes to profitability and market positioning, Value-Added Services (VAS) play an important role. To stay competitive, increase revenue, and ensure long-term growth, service operators must increase their investments in modernizing their old applications, accelerate deployments and efficiently manage their services.
However, modernizing the whole system from scratch is expensive and time-consuming. How do service providers optimize their expenses to achieve sustainable growth?
70% reduction in customer complaints
24% increase in the ARPU
35% reduction in the Total Cost of Ownership
A LatAm-based communications service provider operating across 20+ countries had purchased a VAS system from an American telecommunications software company. To bring their multi-product offerings under a cohesive platform that accommodates NextGen capabilities and delivers a superior customer experience, the client reached out to Prodapt.
Our new VAS approach reduced operational costs and sped up launch time.
The newly acquired VAS system relied on several legacy structures, and its IT ecosystem comprised various disparate applications. It hindered the software company from providing consolidated support across all applications and integrating the VAS system into the client's network during peak periods.
The client needed the right technology infrastructure and solution to maximize the potential of VAS across channels. But a limited knowledge of technology and the ability to transform the IT ecosystem prompted the client to look for a suitable partner who could seamlessly integrate the VAS system with their network.
Our consulting approach enabled the client’s service management journey across 13 countries under multiple brands. We leveraged a business-led transformation approach to create an architectural blueprint to transform their VAS systems.
By understanding the client’s transformational needs, we defined the process model and architected the entire IT landscape for fixed and mobile services across B2C segments. We streamlined their service delivery, transformed their infrastructure, and automated monitoring VAS systems.
Furthermore, we consolidated and automated the system, which helped the client elevate their business operations across 13 countries and supported their ability to serve digital-savvy customers better.
We helped the client reduce customer complaints by 70%. The client achieved their goal of increasing the ARPU by 24% and witnessed a 35% reduction in the Total Cost of Ownership.
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