Challenges

• Build an infrastructure that provide various service channels (online or physical store, or call center) with the same view of residential and corporate customer data to facilitate and enhance each customer’s experience with the company
• Provide customers with a wide range of service options, keeping consultations and procedures within electronic channels and thereby reducing workloads at the call center and stores, which are more expensive channels to maintain
• Allow the product and marketing departments to post and publish online promotions, launches, and campaigns for its prepaid and postpaid cell phone systems, guaranteeing speed and confidentiality for these strategic actions
• Keep up with the dynamic telecommunications market through quick turn-around projects and immediate results, reinforcing the strategy to strengthen the loyalty of Vivo’s nearly 65 million customers

Solutions

• Worked with Oracle Partner Compasso to implement Oracle WebLogic Portal to make the company’s Meu Vivo (My Vivo) self-service channel available online, replacing complex legacy systems with a robust, flexible, and convergent tool
• Transferred customer activities to the Web, making them less expensive to maintain than in person or telephone services—including service sign ups, promotion participation, phone bill views and payments, recharge activations, account balance checks, personal information updates and terminations, and service call activations and cancellations
• Increased customer use of Web services by 60%, attaining approximately 5.5 million hits per month (including 3.6 million unique visitors) on the My Vivo channel and nearly 23.5 million hits per month on the Vivo portal (including 20 million unique visitors)
• Achieved a 360-degree customer view from each service channel, enabling users to continue consultations or complete transactions through various channels
• Launched the My Vivo self-service project on the internet in six months for residential cellular customers as well as corporate account managers, thanks to the service structure created with Oracle’s service-oriented architecture (SOA) products
• Made My Vivo available as an application on Android and iOS operating systems using Oracle SOA products, launching additional self-service channels based on reuse of the newly completed structures
• Used Oracle Universal Content Management to provide various departments, including product marketing, with autonomy to launch campaigns and offers on the Web channel without depending on the IT team
• Enabled personalizing the My Vivo page, which can feature campaigns, promotions, and launches according to the customer’s profile and account situation, for example allowing the customer to add credit to a prepaid credit balance
• Enhanced the user experience, thus contributing to the loyalty of Vivo’s customer base
• Set up a new store in one week selling services via text messages, offering clients yet another quick and simple service option, carrying out 284,000 service transactions in July, and thus preventing the call center from being overloaded
• Used Oracle Service Bus to create the entire integration layer with proprietary protocols from systems, such as the company’s customer relationship management, enterprise resource planning, and billing systems, and to display the data contained in those systems as a business service
• Streamlined creating differentiated services, such as Vivo On, which was developed in just one week, building a strong identity for the page dedicated to prepaid customers, who account for nearly 70% of Vivo’s customer base
• Avoided replication with Oracle Service Bus, as the tool reuses services that are already available on other channels, facilitating Web launches for store services that are offered by the call center and vice versa

•    A strong alignment of business departments
•    A well-designed project
•    Technology that supports the company’s business objectives
•    A high-quality technical staff
•    Partners who are committed and have extensive knowledge of the new tool

Partner

“Oracle Partner Compasso lived up to its reputation by proposing thoughtful solutions to the challenges we faced. With Compasso’s support, we came to the conclusion that it was more important to initially apply the implementation of the tool to the features we already offered.  As a result, we were able to launch the self-service channel on the internet in just six months, keeping pace with the fast-moving telecommunications market,” said Agenor Leão, systems development director, Vivo.