- Telecom providers face challenges in unifying services, ensuring fair competition, and protecting consumers amid shifting regulations and technology.
- GDPR compliance demands strict consent management, lawful data handling, and strong privacy controls.
- Customers lack easy access to view and manage their active plans, impacting trust and increasing support calls.
- The absence of a unified omnichannel system leads to fragmented customer experiences and operational inefficiencies.
- Implemented a cloud-based digital platform integrating self-service eShop and eCare channels to serve both Consumer and Small Office/Home Office (SoHo)segments.
- Deployed solution architects across multiple complex initiatives to ensure robust, scalable design.
- Enhanced product management for checkout and pre-fulfilment processes, improving order conversion rates.
- Engaged skilled developers to optimise Basket and Checkout functionalities for a smoother customer journey.
- Conversion Impact: Delivered targeted improvements that boosted conversion rates by 4.34%, generating nearly £40 million in additional revenue.
- Regulatory Compliance: Implemented EECC Fixed Switching (OTS), EECC Mobile Switching, and EECC Pre-Contract Summary changes to meet regulatory requirements, including core OTS and basic switching capabilities.