Resource Library
Business Objective
WOM, a telecommunications company based in Chile, and established in 2015, has become a significant provider of mobile phone and mobile broadband services. They offer a variety of multimedia plans, prepaid services, and mobile devices.
WOM partnered with AAXIS to enable their new and existing customers to sign up for postpaid lines, purchase/upgrade devices, and perform phone number portability using a new digital channel, without involving the call center or physical stores. They also aimed to reduce the operational cost of the call center by creating enhanced self-service capabilities online.
Execution
WOM partnered with AAXIS to enable digital commerce
- Provided a blueprint for WOM’s digital ecosystem by restructuring existing enterprise systems to communicate through a standard telecommunications business language layer using TMF Open APIs.
- Implemented cloud-based content management solution to manage digital content across all digital channels.
- Developed a new “headless” UX storefront to provide a highly efficient and scalable presentation layer using a micro-frontend design approach to support an unlimited number of eCommerce, self-service, and marketings sites.
- Enhanced online commerce features so customers could add new lines, port existing lines, pay bills, and purchase phones through the digital channel without contacting the call center or visiting a physical store.
Benefits and Results
Optimized operational cost by developing a scalable and flexible technology stack to enable global expansion.
Reduced call center costs by enabling
self-service capabilities.
Streamlined onboarding for acquired brands, boosting efficiency.
Increased customer satisfaction due to a centralized self-service platform.
Faster time to market for new services due to agile feature rollouts.
Expertise
Advisory Services
Digital Commerce
Cloud Enablement
Data and AI Services
Managed Services
