Case Study

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YouSee is Denmark's biggest provider of cable TV and broadband services serving almost 45 per cent of Danish households. It also offers IP telephony and digital TV services. The company is a division of the TDC Group, Denmark. They subcontracted Lexicon to perform numerous data orchestrations and implementations.

Identified Issues

  • Integration of requisite information from several homogeneous systems to a CRM system for 360 degree view of customer information, and product subscriptions for on-field Sales reps
  • Handling real-time integration for presentation of data to call center reps for customer follow up, maintenance and resolve issues on phone in real-time
  • Geographical and logistical challenges in terms of planning the on-site availability of resources in Denmark and overcoming the language barriers
  • Systems to be integrated were without an integration platform/ API to interchange data or were in design mode at the time of project implementation

Engineered Solution

  • Manage several Customer Project Managers and stake holders on the project Solutions
  • Delivered a solution centered around the CRM for bottom-up information from all disparate systems
  • Single point of customer information to on-field sales reps and 360 degree visibility across regions
  • Centralized customer information tracking, updates and product related information
  • Pro-active support with real-time customer and product information visibility to call center executives

Results

  • 360 degree visibility of Customer related data, product subscriptions and Order and Inventory management
  • Real-time customer issue tracking via helpdesk management
  • Efficiency of Sales reps and call center execs accelerated by up to 50% in some cases reducing the project ROI to less than a year