IBM Helps Idea Cellular Improve Postpaid Customer Service

          IBM Helps Idea Cellular Improve Postpaid Customer Service

  PR Newswire

  BANGALORE, March 3, 2014

BANGALORE, March 3, 2014 /PRNewswire/ --

Successful Postpaid IT and Business Transformation Enables Idea to Deliver
Superior Experience to Over 5 Million Customers Across India

IBM (NYSE: IBM) today announced that Idea Cellular Ltd (Idea), India's 3 ^rd
largest mobile operator, has leveraged the company's business consulting
expertise to transform its postpaid business, enabling Idea to provide
improved customer service while simultaneously reducing operational costs and
growing revenue.

This postpaid transformation program is part of an existing 10-year business
transformation agreement signed in March 2007 between both organizations, to
integrate, innovate and transform Idea's business processes and IT
infrastructure.

In India's increasingly competitive telecommunications market, Idea turned to
IBM to help further differentiate its services by overhauling internal
processes to improve customer experience. The engagement focused on Idea's
postpaid business, and included the implementation of a new customer
relationship management system as well as improved billing and payments
system. New data insights and intelligence resulting from these systems now
provide the basis for differentiating customer service at key touch points and
uncovering critical cross-sell opportunities.

"With the rapidly changing demands of our customers, it is becoming
increasingly important to rethink how our organization operates by automating
and improving both internal and external processes," said Mr. Prakash
Paranjape, Chief Information Officer, Idea Cellular. "As Idea continues to
grow and expand services across India, this transformation will enable us
realize our business goals and offer better, more innovative products to our
postpaid customers."

IBM also helped Idea standardize information technology processes by
introducing a centralized IT system with higher processing capacity and
enhanced automation. A rich and growing portfolio of IBM software including
IBM Websphere, InfoSphere, Tivoli and DB2 Enterprise are being utilized to
help Idea drive greater efficiency into customer service adding value to every
asset, capability and strategy. The standardized yet flexible IT architecture
will also help accelerate time to market for new services and enable the
company's operations to keep pace with its accelerated business growth and
expansion.

"As we work closely with telecommunications providers in India and across the
world, we see a unique opportunity for these organizations to improve service
and capture increased market share," said Jeby Cherian, Vice President and
Managing Partner, Global Business Services, IBM India/South Asia. "By
leveraging the power of standards based technology, increasing access to
customer data and taking advantage of industry best practices to streamline
operations, providers like Idea are able to grow and bring next generation
services to the market."

Primary Media Contact: Bhavana, bhavana.r@text100.co.in , 91-9886445384

Contact: PRN
 
Press spacebar to pause and continue. Press esc to stop.