Singapore's operator, M1 in collaboration with Accenture has completed a major upgrade of its billing and customer care system. The upgraded system enables M1 to meet the current and future needs of its growing customer base, and provides M1 with a comprehensive, unified view of all customers across its business lines, said Accenture in a statement.
As technology consultant and systems integrator, Accenture provided program management, design, development and testing, data migration and deployment services for the Oracle and Comverse solutions implemented, and then integrated the systems with Microsoft’s .NET framework that was delivered by Avanade.
According to Accenture, the enhanced system has improved the operational efficiency at M1’s retail outlets, as well as service provisioning, by up to 35 per cent. In addition, by capturing all customer transactions and consolidating this data into a single system, M1 is able to serve its customers more effectively, and use data analytics to determine and address customers’ preferences.
Alan Goh, chief information officer, M1
Accenture helped us consolidate our multiple legacy systems, integrating our charging, billing and customer relationship management systems to provide us with a holistic view and better understanding of our customer base.
Ho Seong Kim, managing director of Accenture’s Communications, Media and Technology operating group in Singapore
To become key players in the digital value chain, CSPs must fully embrace the understanding that everything revolves around the customer. User experience and customer experience-led design is the key foundation of successful BSS transformations, such as the one M1 just achieved.
