Three UK built a greenfield, cloud native IT stack to deliver an omnichannel digital experience.
With over 10 million customers and a market share of 11%, Three’s strategy is to be the best-loved brand by both customers and employees. Three concluded that complex, legacy technology was holding back its disruptive ambition.
Three needed to modernize their BSS infrastructure in preparation for 5G. In addition to adding a new engagement layer powered by Salesforce, they wanted flexible rating and charging, with the agility, performance and scale to monetize any opportunity that 5G throws at them. Three wants to offer the UK’s best 5G experience, and they have built a technology stack to make it a reality.
Three’s Rebus digital transformation program leveraged the latest developments in digital and cloud technology to build a greenfield capability for the future. The design principles were to be cloud-first, to embrace automation and to force simplification. The key program objectives were:
To reduce time to market for new products from months to days
To reduce the time and associated costs to serve customers
To deliver a step-change in customer/employee experience
With enhanced control, flexibility and self-service
With 1-click, recurring and automatic options
Simple journeys no longer need the call center
Make registration simple and easy
In-app chat for better conversations
Three deployed MATRIXX Digital Commerce as part of a comprehensive solution with Salesforce because they wanted to:
Configurable APIs and gateways replace interface programming
Over a dozen successful digital transformations
Enables rapid change, reducing the time to market for every offer