Customer and CSR Facing Applications Upgraded and Integrated to Increase Average Revenue per Customer
Company Overview:
Generating over $9 billion in annual revenue, this leading telecommunications company in Canada provides a full range of wireless and wire line communications products and services including data, Internet Protocol (IP), voice, entertainment and video through 11 million customer connections.
Purpose:
The client organization evolved through a series of acquisitions of regional telcos resulting in significant systems architecture, integration and infrastructure challenges. The numerous organizational consolidations also resulted in the need to align cultures, processes and staff.
Business Objectives:
eLoyalty provided resources to support the implementation of ‘best practices’ across all components of the IT organization, initially with architecture and infrastructure, and eventually supporting the development and implementation of a number of diverse applications. The solutions leveraged existing technologies and resources with eLoyalty providing critical skills and expertise enabling the client to achieve tactical objectives in short timeframes while driving towards a unified architecture.
The Solutions:
eLoyalty provided:- Expertise for the development of a web-based self-help portal for subscribers and for the client’s Provisioning systems enhancing and extending handset and data capabilities.
- Thought leadership, project management and skilled resources in the design, development and deployment of inbound and outbound campaign and offer management applications, processes and data.
- Design, development and deployment of a new integrated agent desktop as a customized J2EE web-based application encapsulating the client’s account management and billing system functions.
- Project management and technical expertise in developing the client’s first web-based application supporting their entire dealer network in fulfilling and tracking orders.
- Architecture and redesign of the client’s prepaid platform.
- Development of Internet services providing customer handset access to Internet and related services.
- Design and implementation of an upgraded, standardized, cost-efficient web application infrastructure significantly reducing cost of ownership and improving service levels.
- Project management and technical expertise in the implementation of Local Number Portability and high-bandwidth data capabilities.
Results:
eLoyalty has played a key role in helping the client organization achieve industry-leading ARPU (Average Revenue per Unit), churn, cost and growth metrics. Our continued success is based on our skilled and highly competent resources, our commitment to quality, timely deliverables and working within the client’s extended team.