Director-IT, Bharti Airtel
The project has improved customer satisfaction and reduced revenue leakage.
is also a winner of the
Bharti Airtel’s Enterprise Services unit had multiple homegrown IT applications that involved a lot of manual intervention.
Gangotra realized that most of these applications catered to the end customer, like the customer management system. There was a need to converge different services under different entities of the company into one integrated service offering for the end customer.
With multiple automation opportunities addressing the customer lifecycle element, Gangotra automated updates of customer orders and service information across multiple applications, and synchronized sales and billing systems with network systems. This multi-location deployment helped in significantly increasing the company’s market reach.
The enhanced workflow capabilities for applications can now service diverse needs of enterprise customers. This ensures improved customer satisfaction, lower revenue leakage, quicker go-to-market, reduced cost of operations, and reduced customer service response time.