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Accenture Business Integration Services helped a communications products and services provider move its legacy systems to a next-generation platform with improved capabilities, including customer portals consolidations and additional self-service options.
This allowed the client to decrease overall customer care call volume, direct calls to the Web for self-service ordering and reduce credit and collections call transfers.
The client provides a wide range of communications products and services including data, Internet Protocol (IP), voice, IPTV and hosting to businesses and consumers and desired to:
Improve the customer experience for residential customer base.
Establish platform for future migration of wireless, wholesale and business customers.
Support quicker introduction of new products and services (Tech Television (TTV), VOIP, wireless).
Simplify the order entry/care processes and reduce errors and manual processes.
Consolidate customer portals and add self service capabilities.
Eliminate legacy systems, reduce maintenance costs and adopt consistent architectural standards.
Standardize and optimize operational data stores and provide better information for decision making.
Accenture Business Integration Services:
Transformed legacy applications suite for consumer wireline to next generation platform with standardized IT processes.
Introduced new IT management tools, improved delivery capabilities and enhanced the overall effectiveness of the IT function.
Re-engineered new IT organization with expanded skill base and optimized resource mix.
Used a strict governance model, along with Accenture delivery methodology, processes and tools.
Consolidated delivery sites, simplified application portfolio and technical environment.
Our efforts generated improvements in customer care that included:
Decreased call volumes by 8.5%. Deflected 4.5% of calls to the web for self service ordering and care.
Reduced average work time by 17 seconds per call.
Our credit and collections changes resulted in:
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