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VOO Telecommunications | EMEA N SAP Commerce Cloud SAP Conversational AI SAP Billing and Revenue Innovation Management
Telecommunications
Belgian telecommunications company VOO SA prides itself on putting the customer first with speedy broadband service, a rich mine of TV content, and a generous mobile and landline service.
100% Digitized Customer journey
Headquarters Belgium
Products Video, broadband, telephony and wireless services
€341.1 M Revenue
Web Site VOO.com
Business Challenges • Implement a technological environment to support a fully digital experience for younger customers • Use built-in software functionality to help meet telecommunications industry requirements • Offer a self-care environment where customers can perform all the necessary operations (bill payment,
-576% Reduction In video install cycle times (from approximately four days to less than 10 minutes +71% Efficiency In IT with only four employees needed to manage Zuny systems, versus 14 employees for a comparative legacy deployment
consultation, change of service, and personal information update) • Enable an e-care team to support requests using intelligent chat Customer Benefits
• Increased millennial customer satisfaction with the Zuny brand, which offers a completely digital experience from acquisition through consumption to care, while meeting industry standards • Faster installation, greater flexibility with on-demand video consumption, and better customer care with self-care, e-billing, and online options • Increased employee productivity enabled by a single view of the customer and a unified platform “SAP solutions have brought our customer experience to a new level. In fact, in a recent survey of our new Zuny customers, the digital experience they have with Zuny is the second-most important criterion for satisfaction.”
Soufian Hadouch Director IT Solution Delivery VOO SA
Read the Success Story
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