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Case Study

A whole Digital Transformation Program

Sytel Reply has been chosen as main partner to drive the digital transformation program in order to face the phenomenon of digital disruption finding new opportunities to generate value, maximise customer satisfaction and deliver success.


SCENARIO


The recent phenomenon of digital disruption has posed new challenges and needs, especially in the Telco & Media field. The most innovative companies have taken up the challenge by finding an opportunity to make the leap from a network-centric to a customer-centric company, in order to unlock new ways to create new products and services and to generate new customers and revenues.

The main transformation programs’ objectives pursued by our Client are:

  • Seamless omni-channel interactions which guarantees a continuous experience across channels, formats and devices
  • Improved customer experience through designing customer interactions for the purpose of meeting or exceeding customer expectations, thereby, increasing customer satisfaction, loyalty and advocacy
  • 360° view of the customer into IT system in order to support both clients and telco operators
  • Single product catalogue to collect, manage and enrich product information and distribute it to sales channels
  • Adaptive Innovation to reduce time to market and reach customers faster to take advantage in competition
  • Customer Engagement due to real time and personalized experiences provided by businesses that reach customers just as they need them
  • Overcome the limitations of fragmented IT architecture, limiting the replication of data & logic optimizing the IT landscape

SOLUTION


Sytel Reply has been chosen as the main partner to drive the digital transformation program, outlining the right approaches, methodologies and technologies to generate value, maximise customer satisfaction and deliver success.

Supported by design thinking methodology, Reply’s experts lead Client into a complete transformation of existing business processes, leveraging a wide variety of skills, spacing from analytics and business process domain to digital marketing knowledge, information architecture, migration, and digital design. Coupling a deep business process experience with digital transformation know how, Sytel Reply has been able to successfully deliver, with an Agile and DevOps approach, new customer journeys in extremely short time intervals.