Digital & Technology Transformation

A Look into the Future: Customer Self-Care Platform for a Telco

Overview

A Norwegian mobile operator with presence in 13 markets and over 200m subscribers needed a web self-care platform for their customers that would allow subscribers to manage their profile, change package/plans and pay bills.

Services provided

Experience Design
Digital Strategy

Problem

Each country had their own infrastructure and creating one ubiquitous platform that could be used by all markets was impossible.

Web self-care is a critical initiative that has a direct impact on your bottom line. One of the leading technology providers was tasked with the development of the platform but they couldn’t deliver within a matter of 6 months—which meant the competition would launch before the client. They approached us. We told the stakeholders that we could have a basic solution for them in 4 months and build additional features on top of it over the months to come, at 1/4th the cost of what the other technology provider was offering.

Solution

The project required us to use different technologies and integrate with services that we had not used in the past. We created a dedicated team that focused on different areas within the web self-care solution—authentication; prepaid, post-paid account management; SMS integration; billing and invoices and ticketing.

We encountered a host of issues with the integrations. APIs that were provided rarely worked or would provide incorrect data. After a lot of back and forth and countless nights, we were able to get V1 of the platform up and running.

Impact

The launch was a major success; we were able to get over 50,000 customers on the portal within the first month. After observing how our team responded to the back and forth that took place with us and their internal teams, the client realized that engaging us was the best decision that they made; any other vendor would have given up or delayed the project delivery due to API issues. We were retained to support web self-care for over 2 years and commissioned to work on V2 and other projects.