Digital Experience Platform Transformation for Telecom Infrastructure Provider

The customer is a leading integrated Information and Communications Technology (ICT) infrastructure provider in the Kingdom of Saudi Arabia. They own more than 10,000 telecom towers and are responsible for designing, creating, managing, and consolidating infrastructure facilities for telecom to enable modular connectivity. The client had inherited a legacy internal task management system and a customer portal from their parent company, which were inefficient and negatively impacting their operations and customer service. They needed to improve these systems and implement a new unified Digital Experience Platform (DXP) to streamline their operations and improve their customer service.

The client, a leading integrated Information and Communications Technology (ICT) infrastructure provider in Saudi Arabia, was facing challenges with their legacy systems inherited from their parent company. These outdated systems were hindering employee productivity and negatively impacting the customer experience. The client needed to improve the efficiency of these systems and enhance their user experience to streamline their employees’ operations and better serve their customers. They also needed to implement third-party integrations that were in use at the time. The client decided to implement a new unified Digital Experience Platform (DXP), a multifaceted platform for interaction, communication, and everyday work needs. However, they required assistance with defining the project scope and roadmap, designing the architecture and building the platform, as well as completing the necessary third-party integrations.

N-iX, the solution provider, started with a comprehensive Product Discovery phase to define the project’s scope. They conducted a series of sessions and workshops to create a product vision. The discovery phase resulted in a high-level business workflow, solution architecture evaluation, high-level project estimates, team composition, project roadmap, and timeline, among other deliverables. N-iX then developed a new unified DXP platform that included portals for the client’s customers and internal users. The platform was equipped with a wide range of features including registration, user profile, incident management, and features for billing, order management, and registration optimization. The platform also received various integrations with third-party services, including Microsoft Office 365, OneDrive, Oracle Fusion, and local CRM systems on Camunda. N-iX team also integrated MS Planner into the platform using its API and completely rewrote its UI to match the specific needs of the client.

• The implementation of the unified platform and integrations with third-party services resulted in several important advantages for the client. Employee productivity and business efficiency were improved with a single platform that unified all systems in one place. The user experience was also boosted by streamlining communication with customers, which in turn increased customer attraction and retention. The platform was made highly configurable, allowing for changes in business processes to be made dynamically. The successful integration of third-party services like Microsoft Office 365, OneDrive, Oracle Fusion, and local CRM systems on Camunda further enhanced the functionality and efficiency of the platform.