Posted on 26-Jun-2014 10:17.
Filed under: News
Telecom New Zealand (Telecom) has gone live on the hybris commerce platform. Telecom will use the platform to support its voice, internet and broadband offerings, enabling customers to self-manage these services.
The Telecom Group is New Zealand’s largest telecommunications and IT service provider delivering fixed, mobile and IT products and services to millions of consumers, small and medium-sized enterprise (SME), corporate, enterprise and wholesale customers.
Telecom has been undergoing a major strategic shift towards digital services, data and mobility in the New Zealand market, and later this year it will be changing its name to Spark as that shift continues.
The introduction of the hybris commerce platform is part of a much larger programme of work that Telecom calls ‘reengineering’. This is a major technology change programme that, among other things, will enable Telecom to improve its speed-to-market and drive targeted sales campaigns, driving customer loyalty and increased revenue.
“We are building user friendly interfaces which have a consistent look and feel across all channels and devices including online, in-store, mobile, mobile apps, tablet and call centre, all giving a delightful customer experience,” explains Dr Claire Barber, general manager of change and technology at Telecom.
The hybris commerce platform will enable Telecom customers to buy and self-manage their entire product portfolio in one place across all digital channels. The platform also supports the enhanced smartphone app that itemises activity by voice, text and data and includes alerts and notifications options.
In a world of ever-changing pricing plans, bundling of services and new products, Telecom chose hybris because the flexible commerce engine can power transactions and customer experience across all channels. The new prepaid mobile service is now live with further post-paid mobile, fixed line and broadband services to launch over the coming months.
Mr Graham Jackson, senior vice president, hybris APJ commented: “We’re excited Telecom chose hybris to help extend the range of services to their customers and tailor those offerings to individual requirements. hybris has an excellent track record in the telecoms sector having worked with some of the largest providers in the world and we were able to bring this experience and expertise to Telecom.”
Other hybris telecom clients include Vodafone, Three, Phones 4u, EE, E-Plus and Ericsson. hybris has developed its telecoms-specific Telco Accelerator product, to meet the complex needs of communications service providers (CSPs). Key to hybris’ telecoms strategy is that its CSP offerings are specifically designed for the industry, unlike other general retail solutions that require customised professional services to adapt them for CSP use.