IBM helps Idea Cellular improve postpaid customer service

BANGALORE, INDIA: IBM announced that Idea Cellular Ltd (Idea), India's third largest mobile operator, has leveraged the company's business consulting expertise to transform its Postpaid Business, enabling Idea to provide improved customer service while simultaneously reducing operational costs and growing revenue.

This postpaid transformation program is part of an existing 10-year business transformation agreement signed in March 2007 between both organizations, to integrate, innovate and transform Idea's business processes and IT infrastructure.

In India's increasingly competitive telecommunications market, Idea turned to IBM to help further differentiate its services by overhauling internal processes to improve the customer experience. The engagement focused on Idea's postpaid business, and included the implementation of a new customer relationship management system as well as improved Billing and Payments system.

New data insights and intelligence resulting from these systems now provide the basis for differentiating customer service at key touch points and uncovering critical cross-sell opportunities.