Challenge

Following the successful delivery of the Enxoo for Communications CPQ, Telia Carrier wanted to give its wholesale customers the same great experience they have.

Telia Carrier was looking to provide its customers with easy access to data, information, products, services and support – all in one place.

Overall, Telia Carrier wanted its customers to experience a unified journey across all channels by developing a customer self-service portal.

Solution

Telia Carrier chose Enxoo to launch a new customer and eCommerce platform, My Carrier Portal, based on Salesforce Sales Cloud extended with Enxoo for Communications CPQ solution.

The solution allows Telia Carrier’s customers to get instantaneous quotes, place orders, track delivery status, raise trouble-tickets and pay for the procured products and services.

The portal was also delivered with a Salesforce Live Chat function, providing customers with real-time 24/7 support in multiple languages.

The solution was built according to the API-first approach, enabling customers to connect their systems directly, ensuring seamless communication.

Benefits

The innovative My Carrier Portal creates an enhanced customer experience by:

– Providing visibility over purchased products and services (Customer Selfcare portal)

– Enabling to purchase new products and services (eCommerce)

– Making interactions with Telia Carrier easier, faster and more intuitive (Salesforce Live Chat)

At the 2018 World Communication Awards (WCA), Telia Carrier won both ‘Best Wholesale Operator’ and ‘The UX Award’ for delivering the best user experience – setting up the My Carrier Portal was part of this success.