Streamlining Digital Transformation for a Tier 1 Telecom Provider with API- Led Integration
Introduction
As one of the world’s leading Tier 1 telecommunications companies, the provider faced significant challenges in managing customer interactions. With a rapidly evolving digital landscape, their legacy point-to-point (P2P) integration systems were inefficient, leading to longer customer wait times, inconsistent experiences, and reduced operational effectiveness. To enhance their customer experience and modernize their digital operations, they partnered with Verveba to implement a unified, API-driven integration strategy.
Challenge
Overhauling the integration strategy to improve customer experience.
The Tier 1 telecom provider’s reliance on P2P integrations across over 50 separate systems made it difficult for service agents to quickly access customer data. This resulted in prolonged wait times and dissatisfaction, as agents were forced to switch between multiple systems during a single interaction. The lack of a unified platform also limited their ability to manage the sales process effectively and offer relevant products and services to customers.
Solution:
Verveba led the digital transformation with an API-led integration approach. The Tier 1 telecom provider deployed Salesforce Customer 360, powered by Verveba’s API solutions, to seamlessly integrate Salesforce with their legacy systems. Verveba developed more than 50 APIs to consolidate data from multiple systems, enabling service agents to access all customer information from a single platform, improving efficiency and accuracy.
Verveba ensured compliance with the TMF Open API specification, future-proofing the telecom provider’s systems and allowing for seamless integration with new technologies as the business grows. This enhanced the provider’s ability to manage essential services like logging, event notifications, and reporting, creating a more efficient and streamlined process.
Results/Achievements
The collaboration with Verveba resulted in remarkable improvements, streamlining customer interactions and significantly reducing operational inefficiencies. Verveba’s API-led connectivity saved the Tier 1 telecom provider over 2 million work hours annually, with service agents accessing data 30 minutes faster each day. The time-to-market for new products was reduced from one year to just six weeks, thanks to the reuse of newly developed APIs.
In addition to accelerating product launches, Verveba enhanced the overall customer experience by drastically reducing wait times and simplifying data access. The telecom provider implemented more than 30 reusable APIs, with a 75% reuse rate, enabling rapid product development and improved data management.
Testimonial
“Verveba has drastically reduced the time our teams spend on administrative tasks. With over 2 million work hours saved annually, we can now focus on delivering an exceptional customer experience.”
— Principal Solution Engineer at the Tier 1 telecom provider
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