Mahindra Satyam Case Study: Web Channel CoE
Source: Satyam Computer Services
A telecommunications and ICT service provider based in The Netherlands wanted to turn preferred service provider for multi access, managed ICT and network services. The company was already providing wire-line and wireless telephony, internet and TV to consumers, along with end-to-end telecommunications and ICT services to business clients. The telecommunications company wanted to provide online self-care services that were focused more on the end customers' needs rather than work on the product-centric model that the company currently followed. The company also wanted to keep up with new innovations and changing needs that the market was challenging providers with. For the same, the telecommunication firm required a partner to support their existing website/s and channels so that they could be provided with innovative ways whereby they could turn to a next generation self care and sales architecture. The key focus points for the company under this included driving online sales with internet, telephony and mobile along with cutting down service costs. They also wanted to provide increased retention while curbing IT costs. Towards this end the objective of the company included improving customer online self service, enhancing online support across a product buying cycle, maintaining organization control and IT systems. Mahindra Satyam was engaged to create a Centre of Excellence (CoE) for the customer. This solution was to be based on CMMi-level 5 processes and required Mahindra Satyam to move maintenance, support and innovation tasks from the incumbents.