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Transforming Sri Lanka Telecom's Offerings through Digitalization
Empowering the CRM application to seamlessly integrate and connect with a diverse range of business enterprises
Company Name
Sri Lanka Telecom
Industry
Banking
Location
Sri Lanka
Implementation
Streamlined Digital Integration
Application
Efficient, Seamless, Automated Platform
THE STORY
SLT, the foremost telecommunications services provider in Sri Lanka, offers a comprehensive range of domestic and corporate solutions encompassing fixed and wireless telephony, Internet access, and IT services to cater to the needs of domestic, public, and business sector clientele. Cubastion partnered with SLT to provide a comprehensive solution to connect with diverse digital channels tailored for telecom providers.
Challenges Faced
Integration Requirement
There is currently no external integration available for order creation outside of Siebel, unlike competitors like Airtel, where orders can be directly placed through their digital channels, necessitating the need for integration between Siebel CRM and SLT's digital platforms.
Dependency on Siebel
SLT heavily relies on Siebel as its central system for order management and processing. Any orders placed via SLT's app or portal must be directed to Siebel for processing.
System Scalability
The integrated system must be scalable to accommodate SLT's growing customer base and increasing order volumes without compromising performance or stability.
The Solution
Integration Framework Approach for New Customer Acquisition
The integration framework developed facilitates the seamless flow of data between SLT's digital platforms and Siebel CRM, specifically focusing on the scenario of new customer acquisition. When a new customer intends to purchase a product, they provide contact details, address details, desired product information, and agent details. This data is then structured within the APIs created to connect these infrastructures and sent to Siebel CRM. Subsequently, the CRM stores the provided information, generates the order, verifies the product structure, and forwards the order to the downstream system.
Solutions API Development
We've developed APIs for creating, modifying, and retrieving product details, specifically tailored for Siebel CRM. SLT intends to integrate these headless Siebel APIs into their digital platforms, such as portals and applications, to facilitate the creation and modification of orders.
Integration of Headless Siebel APIs with Digital Platform
Cubastion's internal team utilized Siebel's core vanilla processes to address functional requirements. However, modifications were necessary to adapt these processes for creating headless APIs. These APIs operate as REST APIs (REST inbounds) on IP 14.
REST API Implementation on IP14
Despite Siebel CRM's lack of native support for REST APIs on IP14 and IP15, we implemented REST APIs (REST inbounds) on IP14. This enabled SLT to leverage modern RESTful communication protocols for interacting with Siebel CRM, enhancing flexibility and interoperability.
Protocol Bridging
Siebel doesn't support REST APIs for IP 14 and 15, we implemented a transformer between external portals and Siebel. This transformer converts JSON requests into SOAP requests, allowing submission to Siebel CRM, as IP15 only supports SOAP structure.
Business Outcome
Seamless Order Creation and Modification via Digital Platforms
Enabling customers to place orders and make modifications seamlessly through digital platforms like portals and applications, enhancing accessibility and convenience.
Enhanced Efficiency and Automation in Customer Acquisition Processes
Implementing automated processes for customer acquisition, reducing manual labor, minimizing errors, and accelerating the acquisition timeline.
Improved Customer Experience with Streamlined Order Processing
Providing customers with a smoother and more efficient order processing experience, leading to higher satisfaction levels and increased loyalty.
Scalability and Flexibility
The developed APIs and integration framework provide SLT with a scalable and flexible solution that can adapt to evolving business requirements and technological advancements.
