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© Intense Technologies Limited © Intense Technologies Limited www.in10stech.com Intense Technologies Limited

Case study: How to enhance telecom service provider's B2B customer experience

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Page 1: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited© Intense Technologies Limited www.in10stech.com

Intense Technologies Limited

Page 2: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Case study

?

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Page 3: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Sophisticated B2B customers

Greater control

Consistent omni-

channel experience

Targeted communication and

preferred treatment

Greater transparency

Proactivity

Single view across

lines of business

Easy change

management

Expectations and how you can meet them?

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Page 4: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Sub-systems

Stakeholders

B2B

customers

A/c Managers and

Collection agents

CRM

Resellers

Management

Current IT Infrastructure

Complex web of processes

Legacy systems

CRM

ERP

Organizational challenges

Integrating data from

different legacy systems

for 360 degree view

Cross company

consistency and

transparency

All business functions

must meet customers’

needs proactively

Before scenario

Page 5: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Sub-systems

Stakeholders

B2B

customers

A/c Managers and

Collection agents

CRM

Resellers

Management

Current IT Infrastructure

Complex web of processes

Legacy systems

CRM

ERP

Before and after scenario

ERP

Sub-systems

Legacy systems

CRM

B2B

customers

A/c Managers and

Collection agents

CRM

Resellers

Management

Radical process simplification

Agile customer experience

platform

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Page 6: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Use case 1: B2B customer engagement

• Suggest best plans• Adheres to SLAs• Control revenue leakage

Faster and accurate service

Streamlined collections and lesser disputes

Service level agreement and Key performance indicator

reports

Telecom service

provider management Payments CRM Account manager

Single source of information enabling 360 degree view Alerts, notifications & reports

Role based access

• Creates roles according to geographies, departments

• Views consolidated bills• Analyzes spend

patterns

• Greater visibility & control- Personalized dashboard

• Timely payments• Purchase order

management

B2B Customers

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Page 7: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Use case 2: Hierarchy management

Enterprise hierarchies in billing

systems do not correlate with the

actual enterprise

Feeds from multiple systems were

processed and unique IDs were

created to establish identity of

enterprise customers

Consistent omni-channel presentment

of enterprise hierarchies

Complete automation of conglomerate

bill generation and distribution

Easy change management

CHALLENGES

SOLUTION

BENEFITS

TESCO PLC

TESCO HOLDINGS LTD

STEWARTS SUPER MARKETS LTD

TESCO STORES LTD

TESCO FUEL LTD

TESCO.COM LIMITED

TESCO INTERNATIONAL SOURCING LTD

B2B customers can organize their telecom expenses in tune with

organizational hierarchies

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Page 8: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Use case 3: Automated conglomeration

Manual conglomeration of bills w.r.t

enterprise hierarchies

Conglomerate bill module which

helps in

• Creation of accounts

• Management of bill cycles

• Deletion of accounts

Automated generation of

conglomerate bills

CHALLENGES

SOLUTION

BENEFITS

TESCO PLC

TESCO HOLDINGS LTD

STEWARTS SUPER MARKETS LTD

TESCO STORES LTD

TESCO FUEL LTD

TESCO.COM LIMITED

TESCO INTERNATIONAL SOURCING LTD

Data Managed

Services

Voice

Automated generation of

conglomerate bills across lines of

business

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Page 9: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Use case 4: Automated purchase order management

Manual tracking of purchase orders

results in

• Delayed payments

• Revenue leakages

• High cost per invoice

Automated purchase order

management with alerts for

stakeholders

Upliftment and extension of

purchase order

Faster revenue realization

Reduced disputes

Helps control revenue leakage

CHALLENGES

SOLUTION

BENEFITS

Order summary and validity check

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Page 10: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Use case 5: B2B customer experience

Multiple logins to view and analyze

spend

No alerts and notifications

Limited reports and inflexibility to

generate reports on demand

Single portal with self service

abilities for

• Reports and alerts

• Consolidated and split bills

• Analytics to comprehend spend

Greater control and visibility of

telecom spend

CHALLENGES

SOLUTION

BENEFITS

Bill view Multiple logins and

inflexibility of generating

custom reportsB2B

Customer

Analytics

Trouble ticketing

B2B

Customer

Single portal

Before

After

Unified portal for B2B

customer experience

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Page 11: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

International

call data

Use case 5: Enterprise customer reports

11

Trend

reports

Charge

summary

by account/line

Call details

Frequently

called numbers

Call type

comparison

Ad hoc

reports

Page 12: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

Benefits

Estimated savings of

4 million Euros

Transformation achieved within

the shortest period - 6 monthsStreamlined operations

Contained revenue leakageDecommissioned 9

applications

Reduced disputes, thus enabled account

managers to focus on new businessEnabled Reporting & analytics

to enterprise

Page 13: Case study: How to enhance telecom service provider's B2B customer experience

© Intense Technologies Limited

CORPORATE HEADQUARTERS

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e-mail: [email protected]

Intense Technologies Limited

About Intense Technologies

Intense Technologies Limited is a global enterprise software products company, headquartered in India with a strong and emerging presence in USA, LATAM, EMEA and APAC.

Our enterprise software products are used globally by Fortune 500s for digital transformation of their mission critical, customer-facing processes that result in increased revenues

and improved customer experience.

We have a strong track record of deploying our highly scalable product suite to Banking & Financial services, Insurance, Government, Utilities, Manufacturing and Telecommunication enterprises. We serve customers in 30+ countries across 4 continents, with a 70% market share in Telecom in India

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