T-mobile case study
Objective
- Achieve fundamental improvements to customer experience
- Unify customer profiles & services across all channels
- Avoid sales cannibalization between channels
- Realize substantial TCO savings
- Increase % of online B2C leads & sate
- Create mechanism for attributing sales credit to appropriate sales channel
- Provide ability to capture leads which would otherwise be lost
- Increase # of eCARE transactions online vs. call center
- Migrate all forms of customer communication to electronic media
- Consolidate channel silos thus significantly reducing OPEX cost of online landscape
- Establish a fully Omni-channel Model Delivery
Strategy
- Emeldi Commerce evaluated as better fit for T-Mobile over Oracle ATG (DT Group Standard) meeting 100% of stated requirements delivered within the target business case
- Utilize Emeldi Commerce® Omni-Channel solution in order to make the transformation journey shorter and more economical
- Provide an Omni-channel solution rationalising all touch points and providing channels for corporate site eSALES and eCARE
Results
- Decommissioning of multiple disjoint touch-points (silos)
- Customer experience improvement, cost reductions, and product launch process streamlining
- Fully unified user-engagement platform focused on CX: corporate site, eSALES and CARE
- New products, bundles and offers are rapidly introduced via configuration by business administrators
- More flexibility and reduced costs in platform maintenance and evolution
Customer Measured Results:
- Financial project return 1€ invested generates 15€ DCF over five year period, plus significant TCO reduction
- Operational Productivity: Saving 80+ FTE over five year period
- Customer experience: 25% fewer pages browsed when ordering, resulting in an average saving of 40 seconds per order
- Product Management: Consistent reduction in time to launch new products, bundles and offers – reduced by 50%