The state-of the-art, centralized digital onboarding solution was launched by MR.N.K.Gupta, Director CFA, BSNL Board on Friday 23rd December.
BSNL said it has launched its Customer Acquisition and Customer Communication Management (CACMS) project that digitalizes mission critical, customer centricbusiness process to provide customer experience across all channels throughout the customer lifecycle.
The state-run telco selected Intense Technologies to deliver the CACMS project on a Pan India basis for all lines of business of BSNL as per the terms and conditions of the tender and on transaction based fee in June 2016.
The objective was to centralize the business processes to ensure faster service, accurate customer responses and customer delight.
The centralized digital onboarding solution was first launched in Himachal Pradesh and Punjab circles and will be rolled out across all the circles by the end of next month.
Customer onboarding is now being reduced from days to hours. Customers have the convenience of Aadhar based fast and efficient onboarding. Foreign national with e-visa are onboarded very quickly. Centralized digital onboarding means greater efficiency in complying with TRAI regulations, enhanced customer experience and reduce costs.
The scope of the CACMS project includes the launch of pan India rollout of trans-promotional communications, loyalty management and contextual digital marketing to ensure seamless customer experience.
N.K.Gupta, Director CFA, BSNL Board said, “CACMS project will help BSNL build competitive advantage by driving agility of customer-centric business processes and delivering superior customer experience to win customer loyalty.”