Pakistan’s leading telecom service provider needed a customised eCare B2C portal that enables both prepaid and postpaid users to manage their account and subscriptions conveniently. While creating a more engaging customer experience, the platform also served for boosting sales through up-sells, cross-sells, well-timed recommendations or extra services.
 
In an industry led by digital advancements, the client found in the eCare Platform a means to reach their subscribers’ network better and at the same time maintain their market influence and leadership.

CONTRIBUTIONS

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

CONTEXT

In an industry led by digital advancements, the client found in the eCare Platform a means to reach their subscribers’ network better and at the same time maintain their market influence and leadership.

  

WORK

Together with the client and our partner SAP, iQuest committed to design and develop the eCare Platform that would help the operator see their mission – of creating a more engaging customer experience – accomplished.

Built on the SAP Commerce platform, the customized eCare B2C portal enables both prepaid and postpaid users to manage their accounts and subscriptions easily. The solution was designed to support 10,000 concurrent sessions and was tested on 3 operating systems across 10 different browsers before being launched. The rollout was followed by another 13 production releases which revealed extra features and new platform capabilities.

The eCare platform currently houses over 270,000 eCare accounts with access to more than 600 products. With portal flexibility being one of Jazz’s primary needs, the eCare allows the operator’s business users to easily update and manage the customer storefront with minimum technical involvement, making timely market reactions possible. 


The portal was also integrated with 3rd party products, such as MobileConnect – secure mobile authentication solution, which now serves as the only login option into the platform.

As a result, the eCare portal allows the operator’s business users to easily update and manage the customer storefront with minimum technical involvement, making possible timely market reactions.

case-study

RESULTS

As one of the most progressive operators in their market, the eCare portal plays a key role in our client’s customer engagement strategy. Jazz gained a new digital channel by enabling its subscribers to be better connected to their services and products,  benefiting from a personalised customer experience. 


The operator’s commercial campaign generated an 18% traffic growth with a rapid spread thanks in part to high social media engagement. The eCare platform also creates business opportunities for the operator. Having a broader customer view and a better targeted digital channel it allows the organisation to treat the eCare channel as more than just a customer engagement tool that reduces costs.  Besides the positive impact, it has on subscriber's engagement, this particular agility creates and can sustain new revenue streams through cross-sells, up-sells, well-timed recommendations or extra services.

 

The eCare portal offers flexibility to both, the operator’s business users and their subscribers. On one hand, our client’s teams rely on a system that ensures clarity, adaptability, and agility allowing them to perform 1-click configurations or look & feel upgrades with no downtime. On the other, subscribers benefit from a self-managing portal which can be accessed anytime, that offers all the key information and operations concerning their personal account.

  • Unfragmented Experience

    Jazz gained a new digital channel by enabling its subscribers to be better connected to their services and products from a self-managing portal, which can be accessed anytime, benefiting from a personalised customer experience.

  • Flexibility & agility

    The operator manages 600+ products in their portfolio which is still growing. Jazz business users can add products and services to the catalogue without any development or make look & feel upgrades with no downtime. 

     

     

  • Stronger Loyalty

    The easy and constant access to their services allows subscribers to be connected to the operator at any time and benefit from a personalised experience, whether they’re browsing or being assisted by customer care.

  • New revenue streams

    It creates and can sustain new revenue streams through cross-sells, up-sells, well-timed recommendations or extra services.