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REDUCTION IN PERFORMANCE ISSUES AND ENRICH CUSTOMER EXPERIENCE FOR A LEADING US TELECOM SERVICES PROVIDER

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The customer is one of the leading providers of IP-based communications services in the world and the one having the largest international coverage amongst US wireless carriers. HCL reduced maintenance effort and cost by providing wireless support migration to the eSupport platform.

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REDUCTION IN PERFORMANCE ISSUES AND ENRICH CUSTOMER EXPERIENCE FOR A LEADING US TELECOM SERVICES PROVIDER

  1. 1. REDUCTION IN PERFORMANCE ISSUES AND ENRICH CUSTOMER EXPERIENCE FOR A LEADING US TELECOM SERVICES PROVIDER
  2. 2. The customer is one of the leading providers of IP-based communication services in the world and having the largest international coverage amongst US wireless carriers. CLIENT PROFILE
  3. 3. • The customer wanted to enhance customer experience and improve sales. However, it was proving to be a challenge because the portals deployed for both B2B (Premier) and B2C (Consumer) had usability and performance issues hence not providing a consistent journey to potential customers. • An added objective that they wanted to achieve was to retain the migrated customers while improving their service management metrics by reducing the number of tickets logged in their customer care center BACKGROUND
  4. 4. • Design and develop using the onsite/offshore model • Design and Development of all application pages and a new skin • Provide an authentication model which allows customer data to validate and enter the Pre-select pahse • Utilize Content management to Populate cart with user mapped default device and plans while allowing the customer to upgrade if required • Perform initial fulfillment and make the order data available to the order gateway HCL’s SOLUTION
  5. 5. • Reduced application maintenance effort and cost by providing wireless support migration to the eSupport platform • Enhanced the customer experience of the eSupport site by adding several new features / enhancements • Improved the performance of the eSupport site through several ATG, Front end and query optimizations • Reduce Time to Market as well as reduced application development and maintenance cost BENEFITS
  6. 6. • What were the objectives of the client? • Why was HCL chosen for this engagement? • What were some additional tenants of the solution deployed for this engagement? • What were the differentiators provided by HCL? QUESTIONS Click here to download the Document
  7. 7. $6.5 BILLION | 105,000 EMPLOYEES | 31 COUNTRIES

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