Automation and Digitization – ISP Business Operations

Scenario

The client was facing major challenges as most of their business operations were performed manually. Iconradius facilitated their operational competencies by automating and integrating their business operations. This also helped them increase their business revenue by 75%.

Client Background

One of our clients from Nepal is among the major players as an Internet Service Provider with its network and branches in multiple cities. It secures new profits and capitalises on the rising demand for a new breed of advanced technology in the Internet, IPTV & Voice calls. The client has a Franchise business model with more than 350 Distributors & Resellers and customer presence in more than 32 cities

Challenges

At first, the challenge is based on automating business operations and processes to give more flexibility to the current working system of the organisation to give power to revenue streams. The main challenges that the organisation was facing included:

1. Billing and invoicing were major challenges due to the complex Revenue Sharing Franchise Business Model. The client billing was delayed by 40–45 days, thereby impacting revenues and commission distribution.
2. The performance of Radius for AAA was not up to par and used to reboot automatically during peak hours.
3. The system did not have a CRM interface, and they were using home-grown software.
4. Since there was no connectivity between different business operation departments, more time was spent running operations rather than expanding business.
5. Support for end customers has manual interventions, hence delayed customer support.
6. Payments receivable and payable were only in cash and in check mode.
7. New customer on boarding was time-consuming due to the manual KYC process.

Solution

After a thorough understanding of the existing challenges within the organisation, Our Solution ‘IconRadius’ helped them confront the above-mentioned challenges and provide them with the following solution:

1. Billing management helps them segregate their billing module from the bandwidth management module, which helps generate customised plans and packages based on bandwidth usage by the customer.
2. Franchise Management: empowered the organisation to have more flexibility and an organised structure to manage their franchise-based Business Model.
3. CRM Software – Legitimise the CRM operations by having more accessibility to manage their customer engagement more efficiently.
4. Integration – Connecting all business operation departments for increased accessibility to staff members and saving time and manpower.
5. Increased revenue streams – Automation and integration of business operations helped the organisation to concentrate more on business expansion analytics.
6. Online Payments – The system enabled online payment integrations with multiple banks and e-wallets for instant renewals and commission distribution.
7. Mobility – It helped the Sales, On Field Support team in accessing data from anywhere, anytime and perform their tasks efficiently thereby reducing the overall TAT.
8. Digital KYC – Manual KYC was replaced with Digital KYC process using mobile applications and verification process through OTPs.

Benefits

The major benefits that helped the organisation accounts as

1. Communication between departments helped overall performance enhancement.
2. Reduced sales team load from manual tracking & reporting.
3. Increased sales by 60% in a years’ time
4. Reduced paperwork by 50%
5. Call Center Calls reduced by 50%
6. Complaint Resolution TAT improved by 70%
7. Customised billing flexibility
8. Segregation of operations viz Billing and bandwidth management.
9. Attractive & dynamic invoice design
10. On time response to customer queries
11. Interactive reports for Business analytics
12. Real time Customer status & payment alerts
13. Customer onboarding TAT reduced by 85%

Conclusion

Customer managed to streamline operations with the data-driven Integrated service delivery solution provided by Iconwave Technologies. The benefits were quantitative allowing the client to measure the effectiveness of the solution provided by us. It not only streamlined their business operations effectively and efficiently but helped them in expanding their business revenue streams.