Company Overview:
Generating over $9 billion in annual revenue, this leading
telecommunications company in Canada provides a full range of
wireless and wire line communications products and services
including data, Internet Protocol (IP), voice, entertainment and
video through 11 million customer connections.
Purpose:
The client organization evolved through a series of acquisitions
of regional telcos resulting in significant systems architecture,
integration and infrastructure challenges. The numerous
organizational consolidations also resulted in the need to align
cultures, processes and staff.
Business Objectives:
eLoyalty provided resources to support the implementation of
'best practices' across all components of the IT organization,
initially with architecture and infrastructure, and eventually
supporting the development and implementation of a number of
diverse applications. The solutions leveraged existing technologies
and resources with eLoyalty providing critical skills and expertise
enabling the client to achieve tactical objectives in short
timeframes while driving towards a unified architecture.
The Solutions:
eLoyalty provided:
- Expertise for the development of a web-based self-help portal
for subscribers and for the client's Provisioning systems enhancing
and extending handset and data capabilities.
- Thought leadership, project management and skilled resources in
the design, development and deployment of inbound and outbound
campaign and offer management applications, processes and
data.
- Design, development and deployment of a new integrated agent
desktop as a customized J2EE web-based application encapsulating
the client's account management and billing system functions.
- Project management and technical expertise in developing the
client's first web-based application supporting their entire dealer
network in fulfilling and tracking orders.
- Architecture and redesign of the client's prepaid
platform.
- Development of Internet services providing customer handset
access to Internet and related services.
- Design and implementation of an upgraded, standardized,
cost-efficient web application infrastructure significantly
reducing cost of ownership and improving service levels.
- Project management and technical expertise in the
implementation of Local Number Portability and high-bandwidth data
capabilities.
Results:
eLoyalty has played a key role in helping the client
organization achieve industry-leading ARPU (Average Revenue per
Unit), churn, cost and growth metrics. Our continued success is
based on our skilled and highly competent resources, our commitment
to quality, timely deliverables and working within the client's
extended team.
