Enhanced mobile app ratings from 1.7 to 4.8 with 50% savings in integration costs
Call for Change
The client is a Mexican subsidiary of one of the largest telecom operators in the world, having regional presence in more than 90% of the entire Mexico region.
With heterogenous and complex B/OSS stacks for different lines of its business, the operator was facing a massive challenge of high operational expenditure with each channel demanding its own individual integration efforts and complexities. Furthermore, it lacked integrated inventory visibility across the entire distribution channel, high order fallouts because of incoherent customer experiences and a broken customer journey. Also, to bring inventory visibility across the entire distribution channel and enable real time tracking of retail store, forward and backward logistics, the operator wanted to optimize its tech stack and simplify customer journey at scale.
Technology at Play
The project was undertaken in two stages that involved streamlining the backend operations to unify sales and customer experience, integration of heterogenous and complex BSS stacks with the help of Comviva’s BlueMarble® platform, and second stage involving an app ensuring a seamless user experience with self-serve capabilities.
Comviva’s BlueMarble® platform that included Commerce, Catalogue and Order & Retail Inventory Management solutions collectively enabled unified sales and customer experience. These solutions helped with built-in simple customer journeys via a centralized digital enablement layer, connecting prepaid, postpaid and enterprise lines of businesses across all customer touchpoints. Furthermore, it empowered agents with an integrated single front end view across all stores and BTS towers sites, and enabled real-time tracking of retail inventory across the lifecycle: On receipt, through the transaction, In transit, transfer, etc.
Comviva also provided the operator with a comprehensive user database was powered by our Mobilytix® platform to analyse customer usage, behaviour and preferences insights. This significantly improved the overall customer experience by extending relevant information and recommendations in real time. To complement, Comviva developed an app powered by MobiLytix® Digital to entended self-service options and ensure seamless navigation and discovery of features on web and app without extensive support.
Ultimately, the project supported the operator in becoming the top-rated Digital Customer Experience company in Mexico, by delivering a superior mobile app and website that offers exceptional performance, usability, and customer delight
