Telstra: Prepaid transformation
Part of its T22 strategy, Telstra embraced a strong collaboration and partnership with Ericsson to digitize, automate and simplify its business by implementing Ericsson Digital Experience Platform (DXP) and Ericsson Charging - transforming the prepaid customer experience and operations with a completely new digital BSS stack.
Highlights
Watch the video: Prepaid transformation for better customer connections
The challenge
Telstra, as Australia’s leading telecommunications and technology operator, wanted to achieve a significant goal of providing its prepaid customers with the most enhanced and digital experience in the market.
However, the technical challenges of siloed legacy applications and limited business flexibility in offering digital experience for customers obstructed Telstra in achieving its key business drivers.
Key highlights of main challenges
- Legacy retail prepaid BSS solution with complex manual processes in the network.
- The business demand to move away from traditional CRM experience towards a more integrated digital and customer centric experience.
- Having dispersed sales catalog and customer data resulted in huge challenges to the business for quick offering launch and increased the cost of paid customizations with minimum configurability.
- The need to have an integrated end-to-end solution built on a cloud-native digital platform and open interfaces, to provide an omni-channel experience across all Telstra’s channels.
- TTM - Rapid product introduction
- TCO - Platform Digitalization
- Experience - Best of customer's experience
- Time - Agile delivery to meet market demand
The solution
Through its long-standing partnership and collaboration with Ericsson, Telstra set to address those challenges, and to digitize, automate and simplify their business by implementing Ericsson Digital Experience Platform (DXP) and Ericsson Charging solution.
Introducing Ericsson DXP in Telstra’s network played an integral role in achieving digitalization. DXP is a modern digital platform built with a microservices based modular architecture. DXP leverages TM Forum and Open Digital Architecture (ODA) Open APIs for eco-system and channels integrations while leveraging a centralized catalogue with templatized offers and fulfilment flows to the prepaid backend system positioned by Ericsson Charging.
Ericsson Charging replaced the legacy charging application and provided Telstra with best-in-class, reliable and scalable solution, providing real-time convergent charging designed for 5G services across both consumer and enterprise customers, with a unified product catalogue enabling greatly reduced TTM for definition and launch of new products.
Given Telstra’s aggressive deadline of 10 months to meet T22’s transformation objectives, the project adopted and embedded an agile delivery approach end-to-end, including CI/CD methodology and test automation. The “One Team” collaboration between Ericsson global delivery and design teams and Telstra’s business and technical teams helped address all issues and mitigate all risks quickly ensuring high solution quality.
Digital Experience Platform
- Consistent, secure and personalized access to information and applications across many digital touchpoints
Ericsson Charging
- Scalable, flexible and real-time charging and rating for convergent services
Ericsson Mediation
- Correct and complete data is collected from across the mobile, fixed and converged networks
The result
This transformation project and solution has delivered significant measurable impacts across many stakeholders/users and technology platforms and notably faster activation times.
The solution enabled Telstra sales representatives the ability to activate Prepaid SIMs, manage existing services, and fix customer issues quickly with the prepaid toolbox as a one-stop-shop. The new solution provided Telstra’s business team with powerful tools to innovate and simplify product offerings in the market, reducing time to market for the consumer segment significantly.
For the end consumers, the solution delivers a consistent and streamlined user experience and common information across all channels. This makes it easier for customers to manage their services, giving customers the control and convenience they need.
Moreover, the digital architecture was also engineered to meet the demand of automation and configurability. High reliability on open interfaces and modular architecture allowed to deliver a highly configurable system with significantly fewer needs for paid customization as compared to Telstra’s legacy systems.
Customer experience
Operational efficiency
Related videos
Telstra | 5G retrospective
Watch Nathan Smith, Principal Architect at Telstra, sharing a holistic view of Telstra’s 5G in retrospect.
Telstra | Pre-paid transformation
Listen to Nathan Smith, Principal Architect at Telstra, talking about prepaid transformation, specifically digital engagement and linking to other BSS, OSS components.
