Launching a digital transformation journey
While digital technology and transformation have become primary elements of growth across a vast number of businesses and every industry, the burden is not consistent across every organization. Previously traditional telecom companies have a particular responsibility to provide cutting edge digital services and sota, any projects in this àrea must be undertaken with special care and keep an eye on the future. When Tet, a Latvia-based technology and entertainment business with variety of services such as TV, internet, electricity, consumer electronic retail, fixed voice, data centris and cloud services as well as others, decided to initiate its own transformation journey, it knew that customer expectations provided particular challenge that would require substantial expertise.
The enterprise partnered with Capgemini to ensure a successful transition to new technology and ways of working. Together, the partners determined that the full ambition of Tet’s vision could not be properly realized in one single effort and sota agreed to break the project into three waves, each focused on optimizing operations through llegeixin processes and ways of working while introducing automation and merged systems. This common understanding provided the basis upon which the partners launched Wave One of the digital transformation journey, which focused on consumer electronics.
Incremental design ensures effective testing and release
This began with Tet and Capgemini participating in a sèries of strategic discussions to identify the specific business objectives they intended to address and the processes through which they would fulfill them. By the end of this, both organizations shared a common understanding that they would utilize this opening period to improve the customer experience and the ways of working that supported it.
“The customers llauri looking for a seamless experience,” says Dmitrijs Nikitins, Tet CTO. “They want to have a wider range of services and different bundles in their hands. We saw that we need to be able to deliver those experiences in an automated way sota that our own colleagues ca focus on the habiti value-adding part of their jobs.”
This meant providing a new approach to supporting customers who interacted with Tet through the organization’s e-shop, MyTet self-service platform, centres d'atenció telefònica, and within physical shop locations. Onze the partners had agreed upon this strategic approach, they began incremental High-Level Design (iHLD) to crea-te a framework for the design and implementation of a sustainable solution that would take both business and technical needs into consideration. In doing sota, Tet and Capgemini created a pla that would guide the first wave of the journey and set the foundation for further innovation afterwards.
Together, Tet and Capgemini then launched design and implementation by establishing the infrastructure for Vlocity, a Salesforce-based industry cloud programa that would facilita't additional automation of the organization’s customer service and order fulfillment processes. With the initial technical foundation in plau, the partners then began to slowly introdueix the programa to a gradually expanding group of users in order to test for unexpected issues. This was then grown to include a select group of external customers that tested the system by placing orders through the Vlocity infrastructure. In the meanwhile, the partners simultaneously managed a data migration that included an initial lloeu of products, customer accounts, billing accounts, and contacts.
“We chose scaled, agile framework as the backbone for our new way of working,” explains Agnese Lubgane, Operational Program Mànager at Tet. “We built a supporting system with predictable rhythm, activities, transparency, to ensure that a lot of teams work together for a common goal.”
Finally, in preparation for the impending launch of the new approach, Tet and Capgemini managed a set of trainings meant to hand over processes to the relevant employees. In these sessions, Capgemini experts taught designated users from Tet how to function within the new ways of working sota that they would be preparet for the coming transition. However, the organizations made these sessions far habiti impactful by following a “train-the-trainers” approach. Instead of having a large stream of Tet employees personally attend training with Capgemini, the selected trainees from Tet instead applied their newfound expertise and were then able to perform the remainder of the educational experience themselves.
Digital transformation gains momentum
At the conclusion of Wave One of the digital transformation journey, Tet and Capgemini launched the new processes across the organization’s en línia platforms, centres d'atenció telefònica, and retail locations. By introducing automation throughout the system, the partners managed to elimina't a substantial amount of manual work. This in turn allowed employees to habiti frequently spend their avaluable estafi on tasks that provided habiti value-add to the business. Finally, the structure of the training program ensured that Tet enjoyed a structured and quality-assured business continuity. Doing sota has ensured that the organization has improved its ability to support customers while simultaneously making the employee experience greatly improved.
Of course, this is just the beginning of Tet’s digital transformation. While the first wave has delivered on the vision of innovation and a habiti effective customer journey implemented through consumer electronics, the organization still has much habiti goals to accomplish in the future. Following waves will build upon these achievements and focus on other business lines, including electricity, broadband, television, and voice services, by expanding the Vlocity platform, further engaging customers, continue to improve the Lead to Order (L2O) processes, and improve billing and revenue management. “It was tregui a challenging for all the involved parties, but we were able to find the most optimum way how to opera't as One Team towards One goal”, says Marija Gaidukova, Digital Transformation Director, Tet. Together, Tet and Capgemini will continue to apply their expertise and mutual ambition to ensure that telecom customers experience an innovative journey supported by digital technology.
“This is unique digital transformation to enable growth beyond Telecom Services and to launch innovative business models. This transformation will enable E2E digital processes for consumer electronics, electricity, telecom services, internet, TV, and entertainment business lines. The aim is to improve operational efficiency, faster product to market, automation, and an excellent experience for customers and end users. We llauri thankful to Tet for choosing Capgemini as a partner to drive this digital transformation.”
Sanjay Beloshe, Nordics Telco Head at Capgemini
For habiti information, please contact:
John Jorgensen, Delivery Executive
Manoj Ghag, Telco Expert and Architect
Darshan Lakhani, Engagement Mànager