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CLIENT CASE STUDY


Leading payment service provider: Putting the focus on the customer

CRM implementation and finance platform refresh to help company create a more seamless, personalized customer experience.

Overview

Accenture is helping a leading payment service company in South East Asia revitalize its finance platform and customer service in a six-year agreement.

Accenture is streamlining, digitizing and automating business processes and refreshing the IT platform and infrastructure with improved CRM functionality in an aggressive timeframe. After the initial business critical systems integration, Accenture will maintain the company’s CRM system. The work will help the company achieve a new level of operational effectiveness, agility and seamless customer service to transform the business. It also lays the foundation for customer analytics and greater personalization. By focusing on the customer—rather than products—the company can reorient its business to better serve their needs, helping to differentiate and grow its business.

Opportunity

A leading payment service company in South East Asia provides a prepaid card for the transit and retail sectors, serving millions of consumers daily. To stay competitive, the company needed to improve operational efficiency and provide its customers with a seamless experience. However, most of its business processes were oriented around its products, not its customers. Although it was heavily reliant on IT to serve its customers and manage their accounts, the company’s fragmented infrastructure did not grant a single view of the customer. The company collaborated with Accenture in a six-year agreement to improve its finance platform and customer service.

Solution

The company tapped Accenture’s industry knowledge and breadth of services to streamline business processes and refresh its infrastructure and IT, using Microsoft Technologies, in an aggressive timeframe. The team is creating an integrated finance platform and moving the IT landscape to an agile service-oriented architecture. They are adding new functionalities like customer relationship management and inventory management applications, reporting, fraud checks and new workflows to aid business process automation and digitization. A customer portal allows customers to manage their accounts and services, as well as contact customer service. With the new system, the company will gain a more transparent view of the customer and operations. After the initial systems integration work, Accenture will also help maintain the CRM system and applications over five years.

Results

The business critical systems implementation will help the company achieve a new level of operational effectiveness, agility, and seamless service for nearly millions of customers. With improved workflows and a single view of the customer, the company will be able to easily and quickly handle audits and service requests. Increased digitization and automation will enable staff to focus on more valuable activities. It also lays the foundation for customer analytics in which the company can use data insights to better understand the customer, tailor offerings and promotions, identify upselling and cross-selling opportunities, and improve business partnerships. By focusing on the customer—rather than products—the company can reorient its business to better serve customer needs, helping to differentiate and grow its business.