Platforms are rapidly becoming the central hubs for the rich and complex digital ecosystems that companies want to offer.
This is because digital technology platforms help organisations develop and sell products in faster time cycles, offer complimentary services and optimise business operations while keeping costs low.
Improved Customer Experience
The evolution of technology has led to customers demanding a faster and more efficient experience from enterprises. With the Customer Experience Management Market expected to be worth $13.18 Billion by 2021 as predicted by MarketsandMarkets, digital platform is becoming a necessity for most enterprises.A digital platform helps enterprises deliver a consistent seamless customer experience across a range of channels like email, mobile, web, applications and other digital channels. Through a digital platform, enterprises can constantly make the necessary adjustments to their services to meet these demands of customers, thereby improving their experiences. Whether it is a better onboarding experience for new customers or providing personalised customer communications across multiple channels, enterprises can benefit from an improved customer experience.
A leading global telecommunications company with operations in 19 countries across Asia and Africa was facing challenges due to slow customer onboarding and lack of effective compliance to KYC regulations.In most of the countries in Africa, various regulators have mandated KYC and SIM registration processes before providing services to the customers. According to law, identity proof and biometric details of each and every subscriber have to be captured. The telecom service provider was facing challenges in streamlining the operations for this process as it involved complying with regulations of different countries. Onboarding of customers was delayed due to manual efforts, error-prone documents and bandwidth availability challenges. Intense Technologies’ Customer Onboarding solution built on UniServe™ platform (Intense Technologies’ digital technology platform) was implemented to ensure end-to-end automation of the entire process of enrolling the subscribers. The solution digitally captured customer information through mobile, desktop, web-based applications and pushed it through a workflow of checks and verifications. Read the full story
