Tecnotree Corporation:Providing Cutting-Edge Digital Touch To Enrich The Customer Experience

This is the era of digital revolution, and the rising growth of smartphones has changed customer behaviour globally and their expectation from personal and business interactions. Hence, all service providers need to urgently address this rapid change in their operating environment; engage and serve their customers with smart, relevant, and digitally enabled tools and channels. In the new digital age, customers are empowered and looking for more personalized customer experience. Thus, any product released into the market needs to be highly relevant, intuitive and engaging; at the same time, creating a rich and distinctive customer experience. If not, customers are spoilt for choices and can move on to the next service provider.

This makes ‘Customer Centricity’ and building strong ‘Customer Brand Recall’ as the major business objectives of Communication Service Providers (CSPs) while business agility and operational efficiency remain an integral part of their digital transformation strategy. However, the primary challenge is that most of the customer information within any organization is disparate. Subscribers access a company for its service or product through various channels and with data stored in disparate systems, it leads to inconsistent customer experience. Companies are unable to attain complete unification of all the relevant customer data in a timely manner onto a single platform by which they can deliver a single-view and enriched user experience. This leads to increased customer churn.

Tecnotree Corporation, headquartered in Finland, is the only full-stack Digital Business Support Systems (BSS) provider with over 40 years of deep domain knowledge, proven delivery and digital transformation capabilities across the globe. The company believes that in today’s competitive business environment, it is not enough to automate processes and increase efficiency. To stay ahead, CSPs need to differentiate themselves from their competitors. However, with the growth of digitally savvy customers, expecting more from every transaction, it is becoming increasingly difficult to differentiate on products alone. Customers are demanding a more personalized, serviceoriented approach from the providers with which they do business, and the bar continues to rise to newer levels every day.

Padma Ravichander, the CEO of Tecnotree, describes the three key pillars of Tecnotree’s digital strategy as clear capabilities that will enable CSPs and any Digital Service Provider (DSP) to move away from a time consuming transactional-based model to a rich value-based digital experience:
1. Digital for Business: Creating distinctive customer experience and generating new business value through alternative revenue models.

2. Digital for Technology: Delivering agility in achieving business goals through state-of-theart digital technology with speed and service innovation through a microservice & cloud-enabled architecture and open APIs

3. Digital for Operations: Delivering business insights in operations, guided by business intelligence, advanced analytics and automated self-healing capabilities on a highly available Tecnotree Digital Accelerator Platform (DAP).

Tecnotree embarked on the journey towards a completely transformed and enriched Digital BSS stack with open source and microservices based products as part of their internal portfolio transformation in 2016, and recently in 2019, they unveiled their full Digital BSS Suite 5 stack at the Mobile World Congress, Barcelona and at the TM Forum, Nice.

“Our products address today’s challenges with its open stack architecture that fully exploits the capabilities of connected devices to enable digital access and deliver a better customer experience with realtime insights,” adds Padma. She is confident that successful execution of the Tecnotree strategy by any CSP/DSP will generate a value that will not only address the current challenges but also define a path for new revenue models with OTT and IoT partners.

Tecnotree Digital Customer Lifecycle Manager (DCLM) - Strengthens customer engagement by increasing the number of digital interaction points
The cornerstone of Tecnotree’s digital stack is their robust customer experience CRM suite, meeting the rising expectations of digital services and enhancing the customer experiences by adding more digital interaction points. Tecnotree’s Digital Customer Lifecycle Manager (DCLM) product focuses on customer acquisition, customer relationship, and customer value management along with the 360 degree view of the customer. Through this state-of-the-art platform, CSPs can achieve a complete omni-channel experience by allowing the customer to engage with them through any channel of their choice (web, mobile, social media, offline stores, contact centre or chat) and seamlessly switch between channels during an interaction. It delivers consistent and superior experience across channels to the subscriber. The 360 degree view of the customer is available seamlessly across all channels, and the central repository of customer events provide meaningful insights on customer journeys with the capability to help predict churn. The product features multi-play capabilities by enabling the service provider to offer an array of digital service offerings through their Catalog driven Order Manager (Digital Catalog Manager & Digital Order Manager) that has built-in AI and ML capabilities to deliver bundled offerings and other OTT/IoT partner products and services, fuelled by an advanced recommendation engine.