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Three UK built a greenfield, cloud native IT stack to deliver an omnichannel digital experience.
Three UK: Replacing Legacy Frustration with Modern Agility
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.
Laying the Foundation for the Future of Communication
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.
Building a Greenfield, Cloud Native IT Stack
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:
Business Agility
To reduce time to market for new products from months to days
Reduced Cost-to-Serve
To reduce the time and associated costs to serve customers
Transformed Experience
To deliver a step-change in customer/employee experience
Consumer Prepay, Reinvented
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New App, New Experience
With enhanced control, flexibility and self-service
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Flexible Top-Up
With 1-click, recurring and automatic options
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Richer Self-Care
Simple journeys no longer need the call center
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Guided Journeys
Make registration simple and easy
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Enhanced Care
In-app chat for better conversations
PAYG supercharged, control, track and flex on the new Three app
Only MATRIXX: Creating a New Digital BSS Stack
Three deployed MATRIXX as part of a comprehensive solution with Salesforce because they wanted to:
- Build a state-of-the-art digital telco platform on cloud native technology
- Enable 100% digital journeys to improve margins and upsell capabilities
- Offer a seamless omnichannel experience to drive acquisition and reduce churn
- Optimize customer interaction across self-care, retail stores and call center
How MATRIXX Delivered for Three UK
Agile to Deploy
Configurable APIs and gateways replace interface programming
Cloud Native, 5G Ready
Over a dozen successful digital transformations
No Code Configuration
Enables rapid change, reducing the time to market for every offer
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