This case study details the successful collaboration between one of the largest telecom providers in Latin America and Nespon Solutions. It highlights how they set a new standard for digital innovation in the telecom industry.
Objective
The telecom provider aimed to evolve from a legacy telecommunication company into a next-generation high-tech enterprise. Their primary goal was to build meaningful customer experiences powered by data and achieve seamless integration across all business units.
Challenges Faced
By the end of 2016, with a huge customer base of 25 million, the company sought to replace and combine its CRM systems across its four different business units. Outdated legacy systems created significant operational and customer challenges, driving the need for a transformative approach.
Nespon’s Solution
Certa Consulting (now Nespon Solutions), the lead partner for Salesforce and Vlocity (now Comms Cloud), understood the complexity of the telecom provider’s needs. To address these challenges, it provided a top-tier, cloud-based solution and initiated an Agile program.
The project spanned over six years, with measurable benefits emerging within the first year. While competitors in Latin America faced obstacles, Nespon Solutions successfully introduced Vlocity services in the region for the first time.
Nespon Solutions worked closely to consolidate the CRM systems across all business units by integrating them into Salesforce. As a result, over 300 professionals were engaged, with Nespon playing a central role in execution.
Additionally, Nespon led the integration efforts and managed the migration of over 25 million customers and 16,000 end users. This included call centers, administrative offices, and IT operations, while integrating with more than 80 applications.
This collaboration positioned the telecom provider as the first regional operator to deliver quadruple-play services (mobile, broadband, television, and fixed-line).
Results Achieved
Nespon played a primary role in critical aspects of the program, including co-leading the planning and design phase, serving on the Steering Committee, and co-developing the Order Management (OM) application from Vlocity.
Key achievements included:
- Enhanced customer experiences, unified billing, and streamlined front-end interactions, leading to improved First Contact Resolution (FCR).
- Streamlined over 2,000 processes and transitioned to a 100% cloud-native environment.
- Reduced commercial processes by 65%, cut agent clicks and screens by 70%, and simplified the product catalog by 70%.
- Achieved faster phone activations (10 minutes to 4 minutes), simplified “change of plan” experience (7 steps to 1), and 120% faster case resolution.
Nespon continues its partnership by providing ongoing maintenance, support, B2B implementation, and field services.
Benefits of the Digital Transformation
Enhanced Customer Experiences
Customers now enjoy a seamless experience with a single unified bill for all services, greatly simplifying billing.
Streamlined Front-End Interactions
Interactions have been optimized, improving First Contact Resolution (FCR) and ensuring faster, more accurate customer service.
Consistent Front-End Experience
Agents and users benefit from a unified front-end experience, reducing complexity in workflows and improving efficiency.
Centralized Customer Management
Customer management is now centralized, enabling better coordination across departments and business units.
This digital transformation has made the telecom provider a leader in innovation across Latin America. It also strengthened its reputation for customer-centric solutions.
Contact Nespon Solutions today to begin your journey of digital transformation!