uniserve CorpCare digitally transformed B2B customer experience for one of the world's largest telecom service provider by modernizing existing legacy environment

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Intense Technologies Limited

2. © Intense Technologies Limited
Case study
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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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4. © 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

5. © 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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6. © 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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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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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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9. © 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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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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11. © Intense Technologies Limited
International
call data
Use case 5: Enterprise customer reports
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Trend
reports
Charge
summary
by account/line
Call details
Frequently
called numbers
Call type
comparison
Ad hoc
reports

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Benefits
Estimated savings of
4 million Euros
Transformation achieved within
the shortest period - 6 months
Streamlined operations
Contained revenue leakage
Decommissioned 9
applications
Reduced disputes, thus enabled account
managers to focus on new business
Enabled Reporting & analytics
to enterprise

13. © Intense Technologies Limited
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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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