Industry
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Communications, Media and Information Services
Going Beyond: CMI to Focus on Personalized Experiences for Growth
Highlights
- Belgium-based telecom provider Proximus PLC was looking to create a seamless IT environment after its merger with Belgacom, under the brand name ’Proximus’.
- Proximus dealt solely in mobile services, and Belgacom offered fixed-line services. Post-merger, this led to a highly fragmented IT environment, adding complexity to the sales process.
- TCS leveraged Oracle Siebel Sales and Order Management to standardize and integrate disparate in-house applications into a unified, ‘One Selling’ platform for Proximus.
In this article
Overview
Belgium-based telecom provider Proximus PLC was looking to create a seamless IT environment after its merger with Belgacom, under the brand name ‘Proximus’.
Earlier, the companies offered distinct service portfolios with Proximus dealing solely in mobile services, and Belgacom offering fixed-line services and leveraging Proximus’ network to offer mobile services.
Streamlining sales processes after merger was a challenge
Post merger, this led to a highly fragmented IT environment, adding complexity to the sales process.
Different applications were required for standalone mobile capabilities and fixed-line services. This increased sales overheads as executives needed access to a variety of applications to serve a single customer. IT maintenance was also cumbersome, resulting in additional capex and opex for each application stack
TCS built a ‘One Selling’ platform to Integrate sales processes
TCS has been a preferred partner to Proximus for more than 18 years now, ensuring service excellence across BSS, OSS, network engineering, and finance verticals.
For this project, TCS drew expertise from its years of experience in Oracle Siebel Enterprise implementations.
Proximus’ existing mobile order stack used Java applications, developed in-house. TCS leveraged Oracle Siebel Sales and Order Management to standardize and integrate disparate in-house applications into a unified, ‘One Selling’ platform for Proximus. This included next-gen features such as contextual order entry, UI-based flows utilizing Siebel Open UI, auto-resolution of intra-product rules, and scripts-based business process standardization.
Proximus simplified sales processes and enhanced user experience
As part of TCS’ EAS Oracle CRM (CX) delivery, we enabled seamless migration of legacy applications and all associated customer and service data, to the Oracle suite. The ordering value chain was fine-tuned, reducing the number of clicks to sale. With a pre-configured product selection mechanism, sales executives could mitigate telecom catalog complexities, improving end-customer experience.
What Made it happen
TCS HOBS™ is a cloud-native, catalog-centric platform with composable architecture engineering experiences with insights-led personalization.
TCS TwinX combined with Enterprise Digital Twin technology powered by AI/ML provides solutions to help customers overcome & outperform challenges. Read more.
TCS Contexify, a Dynamic Orchestrator, uses contexts linked to purposes to drive personalized interventions (Next Best Action) & simplify customer engagement.
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