Overview & Challenge
The Client is a telecommunication provider offering television, internet, and telephone services. They have been operating on the market for more than 30 years. Having a fast and reliable connection, and outstanding personal service have led them to be the second-largest fiber optic provider in their country of operating. Their mission is to ensure that the latest technology developments are accessible to everyone and the services they provide are of top-notch quality.
In order to further expand the services and grow the business, the Client decided to merge with another telecommunication company. To ensure fast and smooth merging without affecting the operating of both companies, the client needed an EAI (enterprise application integration) solution that would:
- Provide an outstanding customer service
- Give an overview of customer data
- Manage customer data
- Support administrative processes (like invoicing and payment arrangements)
- Up/down selling within the proposition
- Enable the customer to control product settings (like email addresses, IP addresses, forwarding call settings, etc.)
All of these services should be supported by two business channels: self-service and contact center. Therefore, the client needed a solution that would support the merging with the other telco company, and optimize and streamline those two channels.
Business Outcomes
By using MuleSoft’s API-led connectivity, the client ensured fast and smooth merging with another telecommunication company and introduced two business channels: self-service and contact center. This, in turn, improved Client’s service portfolio and provided enhanced and enriched services to its customers, which significantly increased customer satisfaction and customer acquisition. On the side of operating, the use of reusable APIs increased team productivity and made the enterprise more agile. Key results include:
- Standardization – efficiency, and productivity were increased by 30%.
- Minimal effort is needed to integrate applications.
- Reusability – the applications were created much faster which in turn lowered the cost for 60%.
- Application rationalization – aligning business goals with IT which led to improvements in business operations by deciding which applications should be kept as they are, and which ones should be replaced, removed, or integrated.
- Reduced complexity of the system and enhanced maintenance.
