IBM helps Idea Cellular improve postpaid customer service

IBM has announced that Idea Cellular Ltd (Idea) 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 programme 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, IBM said in a statement.

“In India’s increasingly competitive telecommunications market, Idea turned to IBM to help further differentiate its services by overhauling internal processes to improve the 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,” IBM statement said.

“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 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.”


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