The largest telecom operator in Ukraine wanted to provide prepaid and postpaid customers a more engaging and flexible experience, in a transparent manner. A reliable eCare portal personalized the experience and at the same time enabled to offer a wider range of services and thus, created  business opportunities for Kyivstar. 

CONTRIBUTIONS

  • Business Analysis
  • User Experience
  • Solution Architecture
  • Solution Development
  • Solution Testing
  • Managed Services

CONTEXT

Along with a more convenient platform, the operator wanted to become more transparent to their subscribers and provide all the customers details. Together with the client and our partner SAP, we developed the eCare Platform that helps the operator hold his promise towards a more engaging and flexible customer experience.

WORK

Running on SAP Commerce, the MyKyivstar eCare portal makes the user’s selection and configuration of prepaid and postpaid plans fast and convenient. The eCare portal currently accommodates over 2.5 million accounts with access to more than 5,600 services. Kyivstar customers can manage their accounts and subscription, make payments, check usage data, top-up and add new services via a web browser or the self-service mobile app.

The portal also supports integrations with 3rd party products and services such as Google Maps – to support the Shop Locator, Google Analytics, Yandex, Dynatrace, LiveTex.

case-study

RESULTS

MyKyivstar is a new digital channel that focuses on providing convenience to subscribers. A broader customer view and  better targeted digital actions create business opportunities for the operator. It allows the organization to treat the eCare channel as more than just a customer engagement tool that reduces costs. It creates new revenue opportunities by acting as a platform that can boost sales through up-sell, cross-sell or extra services.

  • Flexibility

    Deliver seamless messaging across the digital touchpoints through 1-click configurations on the same back-office tool, no matter on what channel the content is being published (web, mobile).

  • Time-to-Market

    Kyievstar is able to launch new services in a very short time, adapting to fast market changes. It creates and can sustain new revenue streams through cross-sells, up-sells or extra services.

  • CX

    Simple and user-friendly interface which gives users an intuitive navigation through all the account details. Whether they navigate through the Web portal or the Self-servicing mobile app, the UX and the functionalities are the same.

  • Reduced costs

    My Kyivstar features, both on web and mobile, allows B2C customers (post-paid and pre-paid, FTTB) to have a single source of truth to check balance, pay bills, see expenses and organize contacts.