Industry
Communications, Media and Information Services
Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries
Highlights
- Vodafone Hungary needed to upgrade its legacy marketing systems with intelligent customer-centric and flexible infrastructure.
- The need was not only to have relevant offers but also to get a competitive advantage by improving customer satisfaction levels through effective marketing.
- Vodafone Hungary and TCS collaborated to enable a seamless digital transformation. TCS implemented its machine-first approach around the Pega best practices on Amazon cloud platform.
In this article
Overview
Vodafone Hungary, the third-largest mobile operator in Hungary, needed to upgrade its legacy marketing systems with intelligent customer-centric and flexible infrastructure.
It was using broadly segmented messaging for its customers, with limited context and long lead times, resulting in inconsistent customer experiences.
The challenge
Vodafone wanted to provide better experiences to customers.
They wanted a strategic marketing solution to deliver superior omnichannel customer experience to subscribers. The need was not only to have relevant offers but also to get a competitive advantage by improving customer satisfaction levels through effective marketing.
The solution
Vodafone Hungary and TCS collaborated to radically rethink the telco’s marketing function.
TCS designed and deployed its machine-first approach around the best practices of the Pega platform on Amazon cloud. Vodafone reimagined its customer experience with Pega. Using Pega as a strategic marketing solution, TCS executed end-to-end consulting, implementation, testing, and operations support associated with the change. The strategic marketing solution integrated the marketing platform with business and operations support systems for real-time fulfillment of offers. Digital transformation with Pega offered insights, next-best actions, and dynamic rule modifications based on real-time customer data and interactions.
The benefits
Vodafone got higher take-up rate and happier customers with Pega.
The solution enhanced intelligent decision-making for marketing effectiveness in multi-channel campaigns across mobile app, web, push notification, email, SMS, telesales, lead generation, call center, and IVR (interactive voice response). With Pega's marketing platform, Vodafone Hungary uses three key digital technologies—cloud computing, artificial intelligence, and analytics—to create hyper-personalized and intelligent offers for its customers.
Statistics
29%
Increase in take-up
Customers sign up for offers within three weeks of commercial launch
3-hours
Time to market
Down from three days earlier
75%
Increased sign-ups
Customers are increasingly accepting email offers
What Made it happen
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TCS TwinX combined with Enterprise Digital Twin technology powered by AI/ML provides solutions to help customers overcome & outperform challenges. Read more.
A unique contextual intelligence-driven and customizable interface enabling businesses to improve customer journeys and time to market. Discover how.