The customer is one of the leading providers of IP-based communications services in the world and the one having the largest international coverage amongst US wireless carriers. HCL reduced maintenance effort and cost by providing wireless support migration to the eSupport platform.

1. REDUCTION IN PERFORMANCE ISSUES AND
ENRICH CUSTOMER EXPERIENCE FOR A LEADING
US TELECOM SERVICES PROVIDER

2. The customer is one of the leading
providers of IP-based communication
services in the world and having the
largest international coverage
amongst US wireless carriers.
CLIENT PROFILE

3. • The customer wanted to enhance customer experience
and improve sales. However, it was proving to be a
challenge because the portals deployed for both B2B
(Premier) and B2C (Consumer) had usability and
performance issues hence not providing a consistent
journey to potential customers.
• An added objective that they wanted to achieve was to
retain the migrated customers while improving their
service management metrics by reducing the number of
tickets logged in their customer care center
BACKGROUND

4. • Design and develop using the onsite/offshore model
• Design and Development of all application pages and a new
skin
• Provide an authentication model which allows customer data
to validate and enter the Pre-select pahse
• Utilize Content management to Populate cart with user
mapped default device and plans while allowing the customer
to upgrade if required
• Perform initial fulfillment and make the order data available to
the order gateway
HCL’s SOLUTION

5. • Reduced application maintenance effort and
cost by providing wireless support migration to
the eSupport platform
• Enhanced the customer experience of the
eSupport site by adding several new features /
enhancements
• Improved the performance of the eSupport site
through several ATG, Front end and query
optimizations
• Reduce Time to Market as well as reduced
application development and maintenance cost
BENEFITS

6. • What were the objectives of the client?
• Why was HCL chosen for this engagement?
• What were some additional tenants of the solution deployed for
this engagement?
• What were the differentiators provided by HCL?
QUESTIONS
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7. $6.5 BILLION | 105,000 EMPLOYEES | 31 COUNTRIES