Digital commerce & customer management platform | Digital customer lifecycle

Digital Commerce & Customer Management Platform

Digitizing Customer Engagement Redefines Customer Experience
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Digital Transformation is a reality now, across the industries and geographies. A critical component of the digital experience is the connectivity facilitated by the Communication Service Providers (CSPs). Globally, CSPs have realized the benefits of digitization as they are giving more importance to improving customer experience and maximizing revenue.

Sterlite Tech’s Digital Commerce and Customer Management (DCCM) Platform seamlessly digitizes each interaction and every engagement of CSPs, its customers and partners. The customer-centric platform is tailored specifically for CSPs with complete selling, marketing, monetization, revenue management, billing and self-care capabilities, and it also enables them to monetize their services via every touch point, channel and device.

Sterlite Tech's DCCM platform adds value for both customers and CSPs in different stages of the customer journey. To accelerate digital transformation, the platform seeks to:

  • Inculcate operational efficiencies in CSPs by replacing back-office operations with end-to-end automated processes
  • Enrich customer experience to bring it at par with what a customer would expect from a Digital Service Provider (DSP)
Digital Commerce and Customer Platform (DCCM)
Digital Commerce and customer Platform (DCCM) Diagram
  • B2C Commerce: The DCCM platform is designed to address the complexities in deploying an omni-channel strategy for online, mobile and in-store functionalities. The platform includes pre-developed telco starter store, faceted search, intuitive GUI, autonomous layout options, multi-tenancy support and also offers the customers the support for easy comparison of plans and phone features. The abandon cart management with resume journey feature enables the customers to purchase the products/services added to the cart at a later date or within a stipulated time period.
  • B2B Commerce: B2B commerce is a single platform for CSPs’ partners/resellers with complete digital care, order management, credit management, content management and product catalog to create combined offers/packages using their core products with partner offerings. It offers pre-configured B2B channels, in-store application and B2B2C store front for partners and enables CSPs to deal with multiple B2B partners such as OTT, M2M/IoT, value-chain partners, MVNOs, and App Store partners. In addition to this, the Partner Portal allows partners to develop their go-to-market strategy quickly by incorporating the entire buying journey with their portal using the following integrations: 1) Link Redirection 2) White-labelling 3) API Calling
  • End-to-end Order Management, Inventory Management & Tracking: Google Maps integration for fulfilment journey and delivery tracking with UBER like experience.
  • Digital Customer Lifecycle Management: DCCM enables CSPs to digitally manage the entire customer lifecycle including plan selection, service selection, customer onboarding, E-KYC, payments and real-time service usage management, and customer care.
  • Contextual Offers: The DCCM platform enables CSPs to increase their revenues by customizing their offers based on the real-time context. The contextual offers are based on rules and triggers and are offered to the end customers via multiple channels.
  • E-KYC: Digital Revenue & Customer Engagement (RCE) platform offers digital on-boarding to the subscribers via fully-secure and paperless e-KYC support. It offers a simple and easy digital verification process for various documents approved by the government.
  • Advanced Personalization: DCCM has an Advanced Personalization Module that enables CSPs to target their customers to increase the conversion rates. CSPs can define targeting rules to rollout products and offers to customers for encouraging additional spending. The platform enables CSPs to guide customers to specific sections of the website. CSPs can also define customer segments based on their behavior and develop effective marketing campaigns based on the awareness level.
  • Telco Store Front: DCCM has a pre-developed telco store front with off-the-shelf support for multiple sites, brands, catalogues, currencies, languages and local conditions.
  • Build My Plan: DCCM platform enables CSPs to offer its end-user the freedom to create their own plans. The subscribers can create their own base plan, include add-ons as required and make payment through an intuitive telco store front.
  • Digital Care: DCCM offers self-care solutions for a seamless digital experience. The platform offers customer self-care app, B2B and B2C self-care apps, barcode integration, online payment support, customizable SDK toolkit and social media login.
  • Customer Service Management: With this module, CSP’s Customer Service Agents (CSAs) get easier and faster access to information necessary to resolve customer queries. The module enables CSAs to automate new orders, modify previously placed orders, accept payments, cancel orders, authorize returns, and refund payments. It is integrated with customer support tools such as customer ticketing system, assisted service module, omni-channel care, single sign-on, and customer chat.
  • Product Management & Bundling: DCCM offers centralized product management for handling complex product package information. It also consists of product catalog management which consolidates product information and manages multiple catalogs to provide consistent content across all touchpoints. The platform supports product content management such as product relationships, finely-grained attributes, and product versions that support dynamic media content including videos and images.
  • Reporting & Analytics: DCCM comes with pre-configured widgets to graphically display statistics and trends derived from data. Also, the CSPs can create customized reports to analyze performance and marketing ROI.
  • IVR & Contact Centre: In-built IVR capabilities can be configured with different voice self-care options. It also provides customer details to CSAs when the call lands on their system.
  • Omni-channel Commerce: The platform offers an omni-commerce module that enables the end-customer to access the CSPs' services via any touchpoints. With next-generation APIs, the CSPs can add new touchpoints and channels without lengthy and costly IT cycles. The robust DCCM platform offers consumers with “Start Anywhere, Finish Anywhere” journey for a seamless and consistent user experience.
  • DCCM is Pre-Integrated with Real-Time Billing, Charging & Policy Control

Benefit to Customers:

  • Digital Onboarding
  • Personalized Services
  • Buy accessories and devices
  • Self care
  • Gifting
  • Digital Content
  • Digital Payments
  • Support Channel Hopping

Benefits to CSPs

  • Sell more devices, plans and services
  • Improve customer ARPU
  • Enhance customer experience
  • Single View of Inventory
  • Streamline Business Processes
  • Cross Channel Fulfilment
  • Digital Asset Management
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