success story customer nemesis · 2019. 11. 24. · vivacom overview vivacom is a leader in...

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NEMESIS CUSTOMER SUCCESS STORY

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Page 1: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

NEMESISCUSTOMERSUCCESS STORY

Page 2: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

Self-care portal and ecommerce solution Vivacom

April 2018

Case Study Telecom Industry

Vivacom

Page 3: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

THE COMPANY

Page 4: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

VIVACOM OVERVIEW

Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards - from Мobile and Fixed Voice services, high speed Fiber Optic Internet, Digital Interactive TV, Data transfer to tailor made telecommunication solutions.

The company employs more than 6,000 people and owns a mature distribution network with over 300 branded retail outlets and alternative sale points.

Maintaining its position as a market leader means that the company had to introduce new services and adapt its service provisioning to suit the changing needs of its customers.

Page 5: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

THE CHALLENGE

Page 6: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

PROJECT OVERVIEW

The company wants to capitalize on its competitive advantage in convergent service sales on the difficult telecoms market. At the same time it has set a goal to reduce IT systems maintenance costs, while increasing customer service speed and driving online sales.

The aim of the project was to create a coherent self-care portal and e-commerce solution for several million clients based on one platform. One common ground for clients, sales representatives and consultants where product management in each sales channel should be simple, coherent and transparent.

Page 7: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

EMPOWER USER EXPERIENCE

Full self-care portal that enables company customers to:

● log in web / mobile platform

● create and edit own account

● manage payment plans

● check and pay outstanding bills

● issue and view invoices

● manage used services

● add and stop extra services

● create personalized service package

Page 8: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

DRIVE ONLINE SALES

Complete ecommerce solution that enables company customers to:

● shop mobile devices and accessories

● purchase subscription plans

● upgrade existing subscription plan

● create complex marketing promotions

● purchase complimentary services

● shop product bundles

● search with advanced search options

● omnichannel customer experience

Page 9: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

Shopping cart● Catalog● Cart● Checkout

Content management● Device features● Pictures and video● Web content

Subscription and bundling

● Plans and add-ons

● Pricing and promotions

● Bundling content

Omnichannel experience

● Store inventory● Click and collect● Call center

integration ● Self service portal

TYPICAL COMMERCE FUNCTIONALITY

TELECOM SPECIFIC REQUIREMENTS

Page 10: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

“We needed a commerce platform that could support our core business digitally, and also extend into other channels, customer touch points, and

product categories.”

R.D., Chief Information Officer

Page 11: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

THE SOLUTION

Page 12: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

Through a Single Sign On platform, authenticated and authorised users can access an administration panel allowing them to view their current service subscription, manage permissions, upgrade and renew subscriptions, and add subscription addons.

This solution helps the company put consumers in full control of their voice, mobile broadband and other service offerings. The portal can also be used to deliver precisely targeted information, such as new offers or relevant promotions based on customer activity.

PHASE 1: Self care portal

Page 13: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

PHASE 2: Ecommerce solution

The ecommerce functionality supports commerce features that allow cross-sells, up-sells and notifications, upholding a healthy business growth.

The solution provided made it easy for the company to track sales by location or category, track margin and profit, allow discount pricing, track inventory, etc.

Now the company can offer and utilize tools like dynamic bundling and pricing, subscriptions, offer management and merchandising.

Page 14: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

APPLIED TECHNOLOGIES

Page 15: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

THE RESULTS

Page 16: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

Introduce true omnichannel experience

Let customers choose the most convenient, always on, engagement channel. Regardless of whether a customer uses a desktop or mobile device, the experience is always appropriate to their channel of choice - and to the task.

Lower the cost of customer service

Reduce the workload of your customer service teams, by eliminating the number of customer service calls and moving bulk of customer management into the hands of your clients.

Boost your marketing and sales

Enhance your marketing efforts with a non-intrusive direct marketing platform for advertising new services and promotions. Increase conversion by reaching your customers with targeted, personalized offers directly on their device.

KEY BENEFITS (1)

Page 17: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

KEY BENEFITS (2)

Increase customer satisfaction & engagement

Connect with customers in a more convenient and personalized way. Track their behavior and address their actual needs with relevant recommendations and content.

Give customers better buying experience

Let your customers browse invoices online, perform online top-ups and payments, review financial operations history, browse financial documents, and choose the language used by the system during a particular session.

Simplify selling and trouble ticketing

Empower your clients to easily access information about new services and products available, activate or deactivate services, or report issues in a convenient and simple way.

Page 18: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

“From our first communication with Nemesis team, it was clear that the team truly understood the telecommunications market and our specific

pain points as an operator.”

R.D., Chief Information Officer

Page 19: SUCCESS STORY CUSTOMER NEMESIS · 2019. 11. 24. · VIVACOM OVERVIEW Vivacom is a leader in developing modern telecommunication services to meet the highest professional standards

47 Cherni Vrah Blvd.,Sofia, Bulgaria

+359 885 740 [email protected]