Summary

Context of the project

A leader in North American Telecommunications

This market leader transformed its technological architecture and adopted Akeneo's PIM to centralize its data and offer a personalized customer experience. The result: simplified processes and reduced loading times.

Silhouette of a person using a smartphone with digital connections overlaying a modern city, representing a leader in North American telecommunications.

Align business drivers and technology to create meaningful customer experiences

To support sustainable growth, a leading company in the industry undertook a major technological overhaul to align its tools with its business objectives.

We collaborated on this transformation, particularly by restructuring the architecture and product information management.

Implementing a PIM reduced information sources by 90%, eliminating repetitive tasks and improving data governance.

Thanks to simplified API connections and streamlined processes, response times to customer inquiries were reduced from 9 seconds to 0.2 seconds, providing a seamless and personalized experience.

Partner in this project

logo-akeneo

About this compagny

Operating in Canada and the United States, the company is a true success story.

It specializes in the distribution of Internet, video and telephony services mainly in regions where bandwidth connections are more limited.

Challenges

  • Optimize its processes and improve efficienty.

  • Catch up on its technological debt and strengthen the e-commerce channel.

  • Take control of its data structure and exploit it for conversion purposes.

telecom-business-case

Decomplexing architecture to think about the future

The first step of this mandate was to analyze the internal processes and to study the flow of information between the site, the ERP, and the different tools. The company’s technological structure had developed over the years according to different needs and was not designed to evolve in the long term.

Our team conducted a technical audit and made recommendations in terms of process and technology in order to effectively simplify their complex architecture and develop a structure capable of supporting future evolutions.

A first step towards data exploitation

We worked on simplifying and centralizing the data and implementing the Akeneo product information management tool.

A thorough work was done on the data sources, and our team succeeded in streamlining the processes and reducing the information sources by about 90%.

The PIM, an asset in the customer experience

The company offers a complex product structure in the form of a package whose price depends on the type of customer (B2C or B2B) and their location.

It is now possible for each customer, despite a large number of products and specific parameters, to quickly obtain the personalized price of the services they are looking for. The implementation of the Akeneo PIM has therefore been a major asset in improving the customer experience.

Loading time : from 9 to 0,2 sec

Simplification = fewer operational tasks, fewer sources of information

Extensive work was done during the restructuring to simplify data sources, and this work resulted in the simplification of processes and the reduction of information sources by approximately 90%.

It also eliminated all operational tasks for product management and transactional processes.

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