Omni-Channel Customer Lifecycle CRM for a Converged Telco
CYVERRA designed and implemented a unified CRM architecture consolidating subscriber management across residential broadband, mobile, and enterprise accounts. The platform eliminated fragmented legacy interfaces and streamlined order management, service provisioning, and retention workflows.
Converged telecommunications and broadband provider
- -32%
- Average handling time
- -45%
- Order processing exceptions
- +28%
- First-contact resolution
- -40%
- Contract renewal cycle
The Challenge
The client operated multiple disconnected legacy CRM systems resulting from historical acquisitions and service line expansions across mobile, fibre broadband, and enterprise voice services. Frontline contact centre staff and commercial account managers routinely navigated up to six distinct applications to address basic customer inquiries, adjust service plans, or execute contract renewals. Data fragmentation created widespread reconciliation issues between operational support systems (OSS), business support systems (BSS), and customer-facing channels. Inconsistent account visibility caused high rates of order entry errors, delayed plan provisioning, and elevated subscriber churn due to unresolved billing and service disputes. Enterprise B2B account teams struggled with slow, manual Configure, Price, Quote (CPQ) workflows. Quoting complex multi-site connectivity packages required weeks of offline coordination, creating commercial bottlenecks and compromising service level agreement (SLA) governance.
Our Approach
CYVERRA engineered a modern, enterprise-grade CRM platform centred around a unified Customer 360 data model. We deployed event-driven integration pipelines using Apache Kafka and Azure Event Grid to synchronise subscriber data, network provisioning triggers, and billing updates across core telecommunications infrastructure in real time. Our team developed tailored service management workspaces for frontline agents, incorporating automated entitlement verification, contextual history timelines, and integrated diagnostics feeds from network telemetry engines. We also embedded a specialised telecommunications CPQ module that automated serviceability checks, pricing rules, and discount approval hierarchies for complex enterprise service agreements. To ensure operational resilience, CYVERRA instituted robust role-based access controls, automated compliance auditing for telecommunications regulatory mandates, and self-service integration layers to power digital customer account management portals.
The Outcome
The implementation unified commercial operations and support workflows into a single pane of glass, driving a 32% reduction in contact centre average handling time and cutting order entry exceptions by 45%. First-contact resolution rates increased significantly as agents gained instant access to real-time provisioning statuses and cross-portfolio billing histories. For commercial teams, automated CPQ workflows reduced the enterprise contract quoting and renewal lifecycle by 40%. The unified CRM platform has provided the client with the operational foundation required to support sustained subscriber growth while lowering overall service delivery overhead.
Technology used
- Microsoft Dynamics 365 Customer Service
- Azure Event Grid
- Apache Kafka
- GraphQL API Gateway
- PostgreSQL
- Power BI Embedded
Consolidating our subscriber data into a single operational interface fundamentally transformed our service desk agility and commercial account management.