3 Hong Kong announced agreements with Tech Mahindra, Matrixx Software, Salesforce and Vlocity to enable digital transformation of its telecoms operations, all along with continued product and service innovation and business growth – all in preparation for the impending 5G era.
A four-phase digital transformation project scheduled for completion in 2020 has been designed to streamline and automate business processes and optimize digital experiences. Key areas covered include digital customer relationship management, omni-channel and intelligent marketing campaigns, sophisticated product catalogue and order management, enterprise business workflow, digital commerce with convergent billing, comprehensive data analytics and enhanced security.
A new operating model, based on an advanced technical architecture, will enable rapid access to fast data to deliver digital services. This will transform the business operation and support systems necessary for 3 Hong Kong to attain higher levels of customer interaction.
The operator says the project will enable a 360-degree omni-channel user experience across the desktop, mobile devices, 3Shop outlets and all other customer touch points, delivering a seamless experience and interaction. 3 Hong Kong will have the platform to build a diverse portfolio of new products and services designed to meet future needs, while offering a consistent customer experience and on-demand digital commerce via any interactive channel, and on any mobile device.
The project will also shorten the time-to- market process, while allowing the company to design, test and launch new products and offers within shorter time scales.
Advancements in analytics will provide 3 Hong Kong with real-time, predictive and actionable insights, allowing the company to demonstrate greater agility when responding to dynamic customer needs. The digital transformation project is expected to simplify business processes, while facilitating improved compliance and generating new business opportunities.
“The impending 5G era is prompting telecoms operators to undergo strategic transformation of IT infrastructure and operations in order to prepare themselves in a competitive market,” said Cliff Woo, Executive Director and CEO of 3 HK parent company Hutchison Telecommunications Hong Kong Holdings (HTHKH). “The digital journey we have embarked on will equip us with the advanced tools and mindsets necessary for us to deliver digital services in a timely fashion.”
Woo added that “transforming into a digital telco is necessary in order to enrich the customer experience and drive subscribership and revenue growth, as customers increasingly become digital citizens in the way they tackle everyday life.”
The project’s prime implementation partner, Tech Mahindra, designs and enables the full scope of digital transformation, while Matrixx Software, Salesforce and Vlocity are key providers of cloud software enabling innovative digital commerce and omni-channel customer relationship management.