Concierge: Integrated Sales and Service Framework

Lifetree’s Customer Care Portal delivers dramatic results for Nigeria’s first GSM operator

Client Context

Our client, Nigeria’s first GSM operator, is one of the largest wireless operators in the Middle East and Africa region. They had acquired several ‘quick fix’ solutions to address the system needs that arose from spiraling growth. There were thus multiple disparate systems at the backend. This resulted in data fragmentation in the back-end — Customer Service Representative (CSR) had to toggle between various stand alone applications that only gave a splintered view of data.

Lifetree Solution

Lifetree proposed a component s of Concierge (Lifetree’s proprietary Integrated Sales & Service framework) to address the telecom service provider’s challenges. The Customer Care Portal generates a consolidated single view of relevant customer data for all users (such as CSRs) from ‘stand alone’ backend systems. Architected on the principles of SOA (Service Oriented Architecture), the solution has an Enterprise Service Bus (ESB) to pull out data from disparate applications and present it on a single front end.

Benefits

• Call waiting time lessened up to 66%
• Query resolution time lessened by an average of 50%
• Training time for CSRs lessened to one-third
• Optimised IT investments
• Flexibility and adaptability