Delivering Personalized CX with a Customer 360 Solution for a Leading Global Telecom Provider

Overview

Our customer, a leading telecommunications provider, serves millions across Southeast Asia with mobile, broadband, and managed services for both consumer and business sectors. Rapid global expansion prompted the need to streamline customer interactions and ensure faster response times. With Tellestia’s expertise in digital transformation, this telecom giant successfully broke down data silos, improved service resolution speeds, and now delivers a unified, seamless experience for millions of customers.

The Challenge

As the telecom company expanded into new international markets, it faced growing complexity in managing customer interactions. Modern consumers expect real-time, multi-channel engagement, but the company’s segmented data infrastructure hindered this capability. Customer data was spread across various systems, creating delays in issue resolution and limiting personalized interactions. Additionally, Operations Support Systems (OSS) and Business Support Systems (BSS) ran on disparate platforms, making data synchronization challenging and impeding efforts to meet current customer expectations.

The Objective

The primary goal was to create a single, cohesive view of customer data for faster access and response times. Tellestia’s objectives included:

• Enabling seamless integration between OSS/BSS and internal systems.
• Developing a central platform to manage and access customer data across systems.
• Enhancing customer service agility for prompt issue resolution and real-time engagement.

The Solution

Tellestia implemented a comprehensive, unified solution leveraging a WSO2 ESB platform and Open API architecture. This setup seamlessly integrated the customer’s OSS/BSS systems with their CRM and other essential telecom applications. Working closely with the customer’s IT and infrastructure teams, Tellestia built a robust integration layer for real-time data sharing. Key aspects of the solution included:

• Establishing infrastructure to support Open API for rapid integrations.
• Consolidating all data silos onto a WSO2 ESB platform, complete with user management, enhanced security, and API analytics.
• Developing a secure, accessible Customer 360 portal, enabling service teams to manage subscriptions, access customer data, and perform updates efficiently.

The Impact

With Tellestia’s solution in place, the customer service team now has a comprehensive, 360-degree view of customer data in real time. This unified CRM system empowers the team to handle inquiries efficiently, make prompt updates, and resolve issues faster than before. Key results include:

• Faster Issue Resolution: Centralized access to OSS/BSS and internal systems enables rapid response times.
• Unified Data Platform: All customer data is accessible in one place, boosting support efficiency.
• Scalable Open Architecture: The platform supports seamless integration with external systems, positioning the company for future growth.
• Enhanced Customer Engagement: With a single source of truth for customer data, service teams can engage more effectively, strengthening customer relationships.

By addressing complex integration needs and creating a unified data environment, Tellestia empowered the telecom provider to elevate service capabilities, foster customer loyalty, and keep pace with the demands of the digital age.