SaskTel Transforms Its Business Support System Environment to Enhance Operational Efficiency and Improve the Cross-Channel Customer Experience
Oracle Communications Solutions Help Reduce Order and Service Management Cost and Complexity
TM FORUM MANAGEMENT WORLD, NICE – May 14, 2013
SaskTel implemented a comprehensive suite of Oracle solutions to support an enhanced cross-channel customer experience and improve service offer design and order delivery for its digital TV, Internet, phone and next-generation service offerings. With Oracle support, SaskTel transformed its business support system (BSS) environment to help increase customer loyalty and reduce churn.
Facing increased competition from traditional and non-traditional CSPs, SaskTel sought to increase customer loyalty by enhancing its cross-channel customer experience, simplifying its business processes and streamlining sales to reduce order fallout.
SaskTel transformed its BSS environment to improve the customer experience and reduce churn with the support of Oracle Communications Unified CRM and BRM Solution, which helped remove redundancies in its IT environment to reduce sales order capture complexity and create a uniform sales order process. Oracle Communications Rapid Offer Design and Order Delivery Solution also helped enhance the overall customer experience by reducing order fallout and enabling greater operational efficiency for billing and service provisioning.
With the comprehensive suite of TM Forum-certified Oracle solutions, SaskTel can:
Streamline order and service management through a single touch order capture process, increasing its ability to handle large order volumes, reducing order fallout and improving the customer experience
Enable detailed upfront credit checks to help simplify the order process
Ensure customer data accuracy across channels with streamlined and integrated solutions
Enhance ability to provision Internet, voice and next-generation data services while also adding robust rating, charging and revenue management capabilities to help increase cross- and up-sell opportunities
Improve supply chain management capabilities to more quickly deliver products and services to customers and enhance the customer experience
SaskTel also plans to implement Oracle ATG Web Commerce to further enhance the customer experience by providing consistent product, pricing and promotional messaging across assisted and self-service channels.
SaskTel and Oracle will be in booth 31 at TM Forum Management World in Nice to discuss the implementation process and SaskTel’s enhanced service creation, order delivery and customer experience environment.
“The combination of Oracle solutions in CRM, order management and billing coupled with a disciplined approach to business simplification has dramatically transformed our customer experience. Our sales team can now, more than ever, focus on the customer without worrying about system and process complexities. Importantly, our customers get what they want much quicker, which is what this is really all about,” said John Hill, chief information officer, SaskTel.
“Oracle is focused on helping CSPs maximize customer value through unified solutions to support end-to-end order and customer lifecycle management. We are pleased to help SaskTel differentiate itself from competitors, increase customer focus and enhance TV, voice, Internet and next-generation service offerings through a streamlined and integrated BSS environment,” said Bhaskar Gorti, vice president and general manager, Oracle Communications.
Oracle’s software and systems span the communications industry technology landscape — from carrier-grade servers, storage and IT infrastructure, to mission-critical business and operational support systems and service delivery platforms; from business intelligence applications and retail point-of-sale solutions to the Java platform running on more than three billion mobile and handheld devices. Oracle helps 100 of the world's top 100 service providers innovate and exploit new business models, build strong, profitable customer relationships, and streamline operations. For more information, visit http://www.oracle.com/us/industries/communications/index.html
Oracle engineers hardware and software to work together in the cloud and in your data center. For more information about Oracle (NASDAQ:ORCL), visit www.oracle.com.
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