In today’s technology driven era, a well-connected business approach is required which integrates an organization’s operations, functions, products and services, and employees together and gives the business a holistic, value creating digital model. This means for Digital transformation to happen in an organization, businesses need to incorporate innovative technologies to their business operations.
Digital transformation is the process of adopting new technologies and incorporating them into the business with the aim to modernize and update the existing operations, functions and business processes to increase value and revenues.
George Westerman (Principal Research Scientist with MIT on Digital Economy) and Didier Bonnet (Executive Sponsor for Capgemini’s Digital Transformation offering), in their book “Leading Digital” state that telecom industry has lagged in its Digital Transformation- primarily when it comes to making investments in digital technologies. They recognize that in order to become Digital Masters an organization has to develop its Digital and Leadership capabilities. They identified four categories of digital readiness as a quadrant diagram taking digital capability and leadership capability as the set benchmarks.
- Beginners– these companies make very calculated steps when it comes to expanding their technologies
- Fashionistas– these companies buy every new technology but do not focus on changing the workforce requirements that come with it.
- Conservatives– these companies ensure that every digital investment is well thought-out and strongly coordinated with the leadership and workforce that it is equipped with.
- Digital Masters– these companies know where to invest, how much to invest and their leaders resonate with the new technological advancements.
In their consensus, the telecom industry falls into the fashionistas category – showing progress in transforming their business, but lagging in changes needed at the business process level, “behind the veneer”. This means implementing changes to the digital capabilities of a company.
As mentioned in “How can telcos achieve digital mastery?”, creating new digital capabilities is one of the key methods needed to be employed by telecom operators to achieve Digital mastery. The building blocks of Digital capabilities include:
- Customer experience
- Business model
To equip the business with these building blocks of digital capabilities, the telecom operators need to transform their business completely-in terms of customer experience and business models-through digital technologies. This simply does not mean that an organization implements software systems and wait for it to reap benefits. It requires the telecom operators to make changes to how they interact with their customers, how their business operates, how services are provisioned, what channels are used, how customers are supported, and the very network that is used. Bringing about these changes is a gradual and time-consuming process.
The first step towards the change is to introduce a range of different channels through which the resellers can connect with the telecom operators.
It requires the telecom operators to offer an integrated Omni-channel user experience for the resellers ensuring a boost to their business value. These include: The Web, mobile applications, and other diverse channels through which they are able to stay in constant contact with the telecom operators. Not only this but using a diverse range of channels through which the resellers can carry out transactions gives an added advantage of convenience and 24/7 accessibility to the subscribers.
Seamless fills this gap and provides a vast range of channels through which a telecom operator extends its services to its resellers and distributors and eventually the subscribers, consequently, enhancing customer (subscriber) experience. Using a mix of speed, personalization and collaboration we offer, for our telecom clients, new ways to distribute value, maintain and measure performance, and develop operational processes that are orchestrated to suit the requirements of different markets and their respective needs.
The range of basic and advanced channels that we extend to our clients include:
1. Mobile Application
Reseller mobile application enables convenient, secure and fast distribution of electronic value. Its feature rich modules allow resellers and distributors to carry out top-up transactions, transfer credit and view transactional reports, enabling seamless flow of value through the means of a smartphone application.
Reporting Mobile Application enables easy and instant access to critical sales information on resellers and transactions. It allows operators, distributors and resellers to access real time stats on all the transactions taking place in the hierarchies and strengthen its distribution network resulting in smooth and seamless flow of value.
Web Agent Portal
Agent web portal allows resellers to carry out transactions over the terminal. For the telecom operators it is a way to increase their reseller base and eventually increase their subscriber.
Web Admin Portal
Admin web portal allows the administrators and telecom operators to configure, manage and administer the operations and functionalities of ERS 360° distributing system. It manages the services and the products that the telecom operator offers.
3. Web Services
Web Services act as an intermediary service to serve requests from external clients seeking services from Seamless. They enable operators or third-party applications to communicate with ERS System.
Wireless Point-of-Sale- terminal has emerged as a low-cost alternative to traditional ways of recharge. It manages the distribution of flexible vouchers, electronic topup, promotion coupons, mobile money and other functionalities for service providers in real-time.
Unstructured Supplementary Service Data channel is used mainly for reseller operations and is one of the most convenient and secure channels to carry out transactions in real-time. It reduces the transaction turnaround time.
Short messaging service enables sending and receiving of messages between mobile phones. SMS can be used for downloading content, banking activities, entertainment purposes, alerts and notifications etc.