Case Study: a leading US telecom services provider reduces performance issues and improves customer experience with HCL

Reduction In Performance Issues And Enrich Customer Experience For A Leading Us Telecom Services Provider

A leading US telecom services provider, one of the world's largest IP-based communication companies, faced significant challenges with its B2B and B2C customer portals. Performance and usability issues were creating a poor customer journey, hindering sales and increasing the load on its customer care centers. Their primary objectives were to transform the customer experience, reduce operating costs, and retain their migrated customer base.

HCL implemented a comprehensive solution that included redesigning application pages, optimizing the platform with ATG, and developing a new authentication and content management model. They utilized an onsite-offshore agile methodology to fix production issues, implement new features like up-selling and one-time coupons, and perform data migration. As a result, HCL significantly enhanced the customer experience, improved site performance, and reduced both the application maintenance effort and overall costs for the client.