Customer Use Case:

Customer Lifecycle Management

A leading global telecommunications provider needed to improve customer services cycle times and satisfaction, drive faster billing cycles and create higher annuity revenues through customer centric service. In order to do so, it was critical to connect systems such as order management, billing, provisioning and service into a consolidated “customer lifecycle transaction” that would allow all of the systems to bond together to get complete visibility of the entire customer lifecycle. While a previous project had linked the systems together utilizing an Enterprise Application Integration (EAI) system, the linked process was still fraught with errors and exceptions as customer records in the various systems were entered differently, were not linked and not aligned, breaking down the overall transaction process.

The organization turned to the Purisma Data Hub to correlate and reconcile customer identities across all of the operational systems. In doing so, Purisma allowed them to create customer transactional integration across operational systems and across the overall, long running transaction that defined the customer lifecycle. As a result, the company reduced unbilled service locations by 63%, radically increase the quality of customer care, and enabled end-to-end customer visibility, tracking and service performance.