Gain insights into telco data migration challenges, lessons learned, and ROI. Discover best practices and partner with Infosys for a successful transformat
Telecommunication companies across geographies are transitioning towards a digital future. These telcos are working on building a robust core network and an agile stack of business support systems (BSS) and operations support systems (OSS). The right digital technologies can revolutionize the industry and transform customer experience. Every digitalization journey entails customer data migration, which involves migrating existing customers, their assets and service requests, as well as other historical details into the new stack.
While the customer data migration process is similar for most industries, the telecommunications sector faces unique challenges in the form of large volumes of customer data, diverse product offerings, and complex interconnected systems. Proliferation of legacy plans adds to the complexities as these plans must be mapped to those available in the new telco stack, taking into consideration legacy pricing and discounts. Further, the telco industry has a subscription-based model that involves duration-based contracts, and the migrations are typically aligned to the bill cycles.
Telcos around the globe have varied experiences in managing customer data migration employing hybrid, capability-powered, journey-driven, or big bang approaches. As a result, with a unique set of lessons learned, each telco has different levels of customer experience (CX) and return on investment (ROI).
This paper attempts to capture how the telcos deal with customer data migration, the typical timelines involved, challenges faced, lessons learned, and the ROI realized. It offers insights into maintaining business as usual (BAU) and implementing best practices while transforming to a digital future using the Salesforce platform as a service (PaaS), software as a service (SaaS), and other cutting-edge technology platforms.