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Airtel Postpaid Digital Transformation
Enhancing Airtel’s Mega Industry Landscape: Optimising Large-Scale functions, Ensuring Data Integrity, Guaranteeing Data Reliability and Elevating Enterprise Satisfaction.
Company Name
Bharti Airtel
Industry
Telecom
Location
Gurugram, Haryana
Implementation
Optimised Efficiency, Streamlined Operations
Application
Transformative, Robust, Dynamic Platform
THE STORY
Airtel, headquartered in India, is a formidable global communications solutions provider. It serves over 574 million customers in 17 across South Asia and Africa, reaching over two billion people, with 2000 plus Enterprises and Govt. clients. Their vision centres on enhancing customer experiences and fostering lasting relationships in the telecommunications industry.
Challenges Faced
Performance issues in Airtel’s Siebel CRM Transition
Airtel’s adoption of Siebel CRM, with frontend-centric customization against Oracle’s advice, has led to severe performance challenges. Excessive server trips from frontend logic implementation have resulted in inefficient processes and slow system performance, hindering effective CRM utilization and business operations.
Data inconsistencies arising from Service Request Handling
Airtel's system encountered data inconsistencies across multiple platforms due to incomplete updates and disparate information handling in service requests (SRs). Instances of incomplete SRs led to violations of open SR checks upon subsequent logins. Furthermore, alterations made in one system, such as billing or reporting, failed to reflect in others, resulting in discrepancies in the information available to users.
Challenges in Bulk B2B Process Management
Difficulties in efficiently managing bulk B2B processes, especially in registering multiple contact details. Clients submitted customer details in CSV files, resulting in errors and discrepancies during data entry.
The Solution
Cubastion developed a strategic roadmap, defining CRM goals and supported processes to address data fragmentation issues.
Efficient Service Request Management
Information was stored in the database only upon completion of tasks, preventing the premature commitment of incomplete SRs to the database. Multiple tasks were created for different systems involved in processing service requests, such as billing, network, reporting, and Optimus. Updates from these tasks were synchronized with the UI, and only when all tasks were completed was the service request closed.
Enhancing Performance through Backend Migration
Transferring the custom code from the frontend to the backend, ensuring that UI-related components remained in place. By rebuilding the customizations on the backend, the processes were optimized, leading to enhanced performance.
Systematic Backend Process for Bulk Registrations
Through meticulous validation procedures, the likelihood of inaccuracies in the registration process was minimized, contributing to enhanced data integrity and operational efficiency.
Business Outcome
Enhanced User Experience
Users no longer encountered discrepancies in information as updates were reflected uniformly across the UI after completion of associated tasks.
Enhanced Data Accuracy
Robust validation processes minimized errors and discrepancies in bulk registrations, ensuring accurate customer data entry.
Compliance with Best Practices
Aligning with Oracle recommendations ensured a more sustainable and scalable CRM environment for Airtel.
