The upgraded system enables M1 to meet the current and future needs of its growing customer base, and provides the company with a comprehensive, unified view of all customers across its business lines, the Singaporean cellco said.
The enhanced system has improved the operational efficiency at M1’s retail outlets, as well as service provisioning, by up to 35%.
In addition, by capturing all customer transactions and consolidating this data into a single system, M1 is able to serve its customers more effectively, and use data analytics to determine and address customers’ preferences.
“Accenture helped us consolidate our multiple legacy systems, integrating our charging, billing and customer relationship management systems to provide us with a holistic view and better understanding of our customer base,” said M1 CIO Alan Goh.
“This enables us to further improve the customer experience, better support our growing businesses, and deliver new services to meet our customers’ changing needs,” said Goh.
Ho Seong Kim, managing director of Accenture’s communications, media and technology operating group in Singapore, said that CSPs in order to become key players in the digital value chain must fully embrace the understanding that everything revolves around the customer.
“User experience and customer experience-led design is the key foundation of successful BSS transformations, such as the one M1 just achieved,” said Ho.