IDC Model of Engagement for a MVNO Customer
The customer had grown with acquisitions resulting in having multiple customer-facing and carrier-facing applications, systems, and platforms. Management of these systems were a challenge involving higher cost, lower quality, and inability to enhance or release new capabilities due to lack of technical skills. This resulting in negative customer experiences and increased churn.
Outcome and Benefits Delivered
The Business Context and Challenges of the Customer
Customer was a MVNO service provider and as part of their business strategy, they were expanding their services & solutions by leveraging aspects of IoT technology. As part of this growth strategy, they acquired multiple companies which resulted in having multiple customer and carrier-facing applications, systems, and platforms.
Management of these systems were a challenge with high cost, lower quality, and inability to enhance or release new features due to lack of technical skills etc. This in turn was resulting in higher number of on-field complaints, negative customer experience, and overall increase in customer churn.
They not only had to address these tactical challenges, but also to address development of new integrated service platform, which is critical for their strategic business transformation and growth plans.