redeﬁne customer experience through business agility & … · 2020. 3. 4. · customer...

dEPRedefine Customer Experience throughBusiness Agility & Operational Excellence

Digital technologies have drastically changed the customer

experience. From booking a cab to ordering from Amazon,

digitisation has influenced the customer experience while ensuring

speed, quality, flexibility and efficiency.

dEP is a next-gen engagement platform powered by DevOps,

Analytics, Web-scale, Network Software (DAWN). It digitises the

end-to-end customer engagement processes including selling,

monetisation and self-care. Spanning across multiple touch-points,

channels and devices, the customer-centric platform improves the

operational efficiency by automating the end-to-end back-office

operations.

40% REDUCTION in Subscriber Acquisition Time

30% REDUCTION in Subscriber Acquisition Cost

20% RAISE IN CLICK THROUGH RATIOin the Journey

16% INCREASE IN STRAIGHT THROUGH Purchase Orders

1.5X INCREASE IN ARPU with Digital-savvy Customer Acquisition

40% RAISE IN LEADto Order Conversion

Dockerisation and zero downtime with rolling upgrades for 50% FASTER DEPLOYMENTS and automated application release process

B2C Mobile App

Contact Centre

AppStores

Voice Assist

Bots Social OTTe Store

Partner - Whitelabelled Telco Store

Charging Partner Management dBRM Analytics Orchestration Fulfillment

O/BSS & Analytics Layer

Enterprises Customers IoT Partners

Omni-channel Module

Open API

Enable Digital Ecosystems Create New Revenue Opportunities

Digital Platform

Digital Partner Onboarding

Partner Management

BOPIS/BORIS Enterprise Onboarding

Inventory & Stock Management

Digital CustomerOnboarding

Organisation & Hierarchy Management

Product & Web Content Management

Order Management & Workflow

Personalisation & Contextual Offers

Product Catalogue Management

Assisted Sales: Drop-link & Abandoned

Cart Management

dEP ARCHITECTURE

WEB-SCALE: EMBRACE INNOVATION MINDSETWeb-scale provides an extreme level of agility and scalability for designing, deploying and managing cloud-native applications. Powered by robust automation, it enables CSPs to make high-impact changes quickly and securely with a minimal effort, resulting in making the business bigger, smarter and irresistible.

Driven by cloud-native technologies, the web-scale uses open source software to containerise each part of the application, dynamically orchestrated for optimised scheduling and management of resources, and micro-services orientation for increasing the overall agility. The cloud-native technologies offer resilience, manageability and observability to these loosely coupled systems.

Auto-scaling

Zero Touch Deployment

On-demand Hardware Provisioning

Cloud-agnostic (Private, Public & Hybrid Cloud)

Multi-tenancy

Self-healing

Automated Rollback

Quick Development & Delivery with DevOps

Centralised Log & Configuration Management

Web-scale Enables:

KEY BENEFITS

B2C: MULTIPLE CUSTOMER TOUCHPOINTSdEP is designed to address the commerce requirement of CSPs and it enables fully-integrated omni-channel strategy for online, mobile and in-store functionalities.

The digital on-boarding process for CSP’s retail customers optimises customer experience and reduces the lead to activation time.

CrossSelling

Predeveloped Telco

Digital Store

Extensive Search

& Navigation

E-commerceLogistics

ProductContent

Management

Web ContentManagement

AssistedSelling

Omni-channelCapability

Promotions

StoreLocator

AdvancedPersonalisation

Payment &Collection

Easy Comparison of Device, Accessories

& Content

Effortlessly Manage Complex

Packages/Bundles

The next-generation commerce API offers a broad set of commerce and data services, leveraging the complete Commerce Suite functionality anywhere in the CSP’s existing application landscape. The omni-commerce module enables new touch points and channels without lengthy and costly IT cycles.

SMS/Notifications

EmailPrintSocial

IoTMobile Contact CenterIn-store/Branch Agent ToolsWeb Market Place

RESTful Commerce API

Commerce Business Service

Omni-commerce Enabled

Digital Telco Store

Next-Gen Customer Service Management

It provides Customer Service Agents (CSAs) with easier and faster access to the necessary information, allowing them to quickly resolve customer requests and complaints.

One-stop-store for customer needs

› Browse devices/accessories/content› View & customise plans › Include personalised plan suggestions› Recommendations for device/accessories/

content

Web Content Management

› Multi-channel support - Reuse content in different channels - Run marketing campaigns across channels› Live edit mode enabling content edit while

browsing› Responsive design offers uniform & adaptive

experience on preferred channel

Assisted Sales with Drop-link Recovery: Assist customers to continue purchase journey

360-degree View: Enable telco support agent to get 360-degree view of the customers

Digital Care

Digital self-care solutions offer a seamless digital experience, which fully-integrate mobile into the commerce infrastructure, offering:› Customer Self-care: View usage, notifications,

purchase, recharge, bill payment, register complaints, view account, billing history and order status

› Digital Commerce Integration: Omni-channel view across app, web and other channels

› Chatbot Support: For product inquiries, on-boarding journey and first-level issue resolution

› Community Forum: For easy sharing and search, asking questions, viewing responses and posting feedbacks

› Customisable SDK toolkit for iOS & Android

PCM

UserGeneratedContent

Images(Hi-res &Low-res)

SearchFilters

ProductDescription

EditorialContent

Rich ProductPresentation

ProductVideos

Categories ProductFeatures

PromotionsCampaigns

PIM

Sizes TechnicalFeatures

ProductName

ArticleNumber

Product Catalogue & Content-driven Management & Bundling

The Centralised Product Management seamlessly manages complex Product Package Information (PIM) consisting of a phone with a contract and monthly plan, top-ups, additional child accounts, free usage and chargeable usage.

› TM Forum SID product catalogue data model› Multi-lingual product cockpit› Hierarchically structured catalogue, classification & categorisation of products› Data validation ensures all product attributes are clean, correct & useful› Support for product variants

dEP differentiates itself with the integration of product information with Product Content Management (PCM) including product relationships (e.g. top sellers, spare parts, equipment etc.), detailed attributes, product versions, variations and product-related media requirements. Other key features include:

Order Controller/Order Versioning

Order Entry PaymentFraud

CheckingWarehouseIntegration Notification Delivery

Mobile

3rd PartyFraud

CallCentre

CustomerInternalFraud

Print

ReturnManagement

Email/SMS

Multi-tenderPayment

(Cash,Non-cash,Gift Cards)

StandardPayments

OrderStatus/StockLevel Consignment

Item NotIn-stock

Item onBackorder

OrderPartiallyShipped

PaymentRejected

FraudDetected

Store Web

Single View Order Management System

Order Management System supports both B2B and B2C commerce requirements and it enables CSPs to centrally manage orders. Other key features include:

› Single view of inventory with configurable Alternative Trading System (ATS) rules› Real-time inventory management; configurable sourcing and allocation; pick, pack and

dispatch feature; and automated order workflows› Commerce Infrastructure System integration including payment, tax calculation, and

shipping carrier integration

Enhanced Customer Experience via Advanced Personalisation

The advanced personalisation module uses multiple criteria-based triggers to make a contextually relevant offer to a customer. The product recommendations are based on:

› Previously viewed pages or categories and previously purchased plans/add-ons or usage/recharge pattern› Personal information to provide popular plans based on the current location information. For example: Providing

international roaming packs in airports› Event-based triggers such as data limit exhaustion› Existing items in cart to provide bundled recommendations

dEP has easily configurable workflows and approvals for product pricing, product customisation, catalogue changes and user management. It enables CSPs to provide digitised experience to enterprise customers and partners.

Pre-configured B2B Channels:

Account pricing, procurement processes, customised product catalogues, user roles, account management, volume purchasing etc.

Digital On-boarding Process: For enterprises with digital lead to activation, service feasibility and quote negotiation

Solution Variants

dEP is ideal for private, public or hybrid cloud infrastructure enabling CSPs in disrupting the market and selecting the digital transformation strategies best suited for their needs.

Based on the requirements, CSPs undergo four different levels of digital reinvention.

Actionable Intelligence through Reporting & Analytics

The advanced data analytics capabilities allows CSPs to analyse performance, manage data and marketing RoIs. The reporting module includes:

› Pre-configured Reports for business and operations team› Journey Analytics for getting insights on user drop-outs during buyer journey

› Digital Augmentation

› Greenfield – New Brand Strategy

› Complete Transformation

› Brownfield Digital Transformation

Partner Management Capabilities: Easy onboarding, user management, inventory management, credit management and hierarchy

360-degree View of Products, Customers &

Orders:

Partner/resellers, store executive, and managers get a unified view

DIGITAL REINVENTION APPROACHESCOMPLETE

TRANSFORMATION

Ÿ Best-of-suite Digital BSS/OSS to replace the legacy platform

Ÿ Radically simplifiedŸ Improved NPS

DIGITAL

AUGMENTATION

Ÿ Overlay digital engagement, experience & analytics

Ÿ Minimal disruption by supporting dual-speed architecture and integration with legacy systems

Ÿ 3x increase in lead & conversion

Ÿ 40% reduction in SAC

GREENFIELD –

NEW BRAND

STRATEGY

Ÿ New Core Platform: Digital Engagement + Analytics + Digital BSS/OSS

Ÿ 80% reduction in time to market

Ÿ 50% reduction in cost to serve

BROWNFIELD

DIGITAL

TRANSFORMATION

ŸTwo-speed delivery model for fast forwarding digital reinvention

Ÿ Incremental release and deployment model

Ÿ Ensure business continuity

B2B: Partner Enablement

This transformation overlays digital engagement, experience and analytics layers and cause minimal disruption to operations. It enables integration with existing system with a dual-speed IT architecture.

Digital Augmentation

Greenfield transformation is apt for CSPs looking for a new platform for digital engagement, analytics, charging and digital O/BSS. It is a best-of-breed transformation enabling co-creation and agile approach.

Greenfield – New Brand Strategy



Open API


Partner Management


Inventory & Stock

Management


Organisation & Hierarchy

Management

Product & Web Content

Management


Personalisation & Contextual

Offers

Product Catalogue

Management


Cart Management

Digital Platform



Omni-channel Module


Partner Management


Inventory & Stock

Management


Organisation & Hierarchy

Management

Product & Web Content

Management


Personalisation & Contextual

Offers

Product Catalogue

Management


Cart Management

Digital Platform


Open API


Omni-channel Module


Q0 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M11 M12 M13 M14 M15

ST

AN

DA

RD

ISE

D &

RE

US

AB

LE

F

RA

ME

WO

RK

Bus

ines

s V

alid

atio

n, O

pco

Har

mo

nisa

tio

n &

Alig

nmen

t,

& C

ore

Fra

mew

ork

Dev

elo

pm

ent

1

2 Incremental Go-live (Both Controlled & Market Live)

Greenfield Digital CRM Journeys

Digital Partner, Enterprise

& Retail On-boarding

Hosting&

Cloud-basedservice

Connectivity services

Unified Product Catalogue

Training, Migration & Remaining

Customer Lifecycle Journeys B2C, B2B & B2B2C

forStand-alone Opco

Fast Train Slow Train

Billing & E2E Integration

DevOps & MS

System of Record

Solution Spike

Show & Tell

System of Engagement2 Speed Delivery Model

Framework Reusability

MarketFeeback to Framework

It is apt for CSPs looking for new best-of-suite BSS/OSS to replace current legacy platforms. It provides a great opportunity to radically simplify.

For the existing customer, dEP enables the CSP with two-speed delivery model to fast forward their digital reinvention. This facilitates incremental releases ensuring total business continuity.

Complete Transformation

Brownfield Digital Transformation

B2C Mobile App

Contact Centre

AppStores

Voice Assist

Bots Social OTTe Store

Partner - Whitelabelled Telco Store




Omni-channel Module

Open API


Digital Platform


Partner Management


Inventory & Stock Management


Organisation & Hierarchy Management

Product & Web Content Management


Personalisation & Contextual Offers

Product Catalogue Management


Cart Management

dEP, tailored for off-the-shelf use cases, is apt for CSPs at any stage of digital reinvention. It helps the CSPs to take a proactive position in digital reinvention. It leverages the full potential of digital technologies to reshape customer’s value proposition and redesign business operations in an efficient, effective and innovative way.

The platform accelerates digital experience for retail, enterprise and partnerships. It can be deployed as a digital layer without changing the underlying legacy systems.

PLATFORM1. Business Operations Team 2. BAU Team 3. New Capabilities

SQUAD TEAMS

IDEA TO PRODUCTION

4 WEEKS TO 1 DAY

RELEASES WEEKLY TO DAILY

BUSINESS OPERATIONS

SYSTEM KPI MONITORING TO GOAL KPI MONITORING

WEEKLY USER JOURNEY ANALYSIS

PARALYSIS TO AUTOMATION

PRACTICE

PRODUCT

PEOPLE

DEVOPS & AGILE DRIVEN ACCELERATED DELIVERYAgile practices enable quick releases and active KPI monitoring.

STCC19/BR-S/1104

Sterlite Technologies Limited (STL) is a global leader in end-to-end data network solutions.

We design and deploy high-capacity converged fibre and wireless networks. With expertise ranging from optical fibre and cables,

hyper-scale network design, and deployment and network software, we are the industry's leading integrated solutions provider

for global data networks. We partner with global telecom companies, cloud companies, citizen networks and large enterprises to

design, build and manage such cloud-native software-defined networks.

STL has innovation at its core. With intense focus on end-to-end network solutions development, we conduct fundamental

research in next-generation network applications at our Centres of Excellence. STL has strong global presence with next-gen

optical preform, fibre and cable manufacturing facilities in India, Italy, China and Brazil and two software-development centres.

About Sterlite Technologies:

© Copyright 2019 Sterlite Technologies Limited. All Rights Reserved.

For queries or demo email us : [email protected]

www.sterlitetech.com

Sterlite Technologies Limited

Corporate Office: Godrej Millenium, 9 Koregaon Road, Pune 411001 Maharashtra, India

Phone: +91 20 30514000

redeﬁne customer experience through business agility & … · 2020. 3. 4. · customer...

Documents