Whale Cloud | Customer Relationship Management

Overview

ZSmart Digital CRM is a platform where digital channels meet digital services.
It is a holistic solution with omni-channel capability for sales & marketing and service designed to create behavioral and cognitive experiences along the customer journey.

Leveraging on the power of cloud computing, AI and Open APIs, Digital CRM provides proactive yet consistent customer experience across legacy and digital channels.
The new product catalog expands business boundaries and accelerates integration of legacy telco services with 5G, IoT, cloud and vertical services to consumers and businesses.

Digital CRM is the tool designed to help CSPs navigate towards efficiency, scalability and ultimately profitability.

Features

Consolidated product catalog

The enhanced Consolidated Product Catalog manages connectivity, partner content, IoT and cloud services under one umbrella. Cross-bundle, pricing and approval of products among different Lines of business are done via GUI configurations.

Digital consumer experience

Insight-driven customer experience now expanded to online channels, customers can switch between the latest Apps, chats and social media channels to interact with CSPs. AI-assisted contextual communication engine reduces service response back-and-forth, improves customer experience and reduces cost.

Digital enterprise accelerator

The arrival of 5G and cloud services broadens the collaboration scope between enterprises and CSPs. A modern CPQ engine, combined with Whale Cloud’s in-depth knowledge on enterprise hierarchies, account and billing requirements, ensures CSP response matches the pace at which enterprises innovate.

Sales automation

Sales Automation is a cross platform lead-to-order tool that orchestrates collaboration between sales, marketing, engineering and services teams, to engage with enterprise customers on the entire enterprise sales journey.

360°customer view

The adoption of OneID, inspired by Alibaba eCommerce business, provides a proven mechanism to maximize customer value across channels, business units and ecosystem partners.

Intelligent sales inventory

Intelligent Sales Inventory now covers physical phones and accessories along with logical telco resources. Combining advanced algorithms, and AI capability backed by Alibaba, the solution helps drive value out of each forecasting & restocking action.

Unified interaction management

Unified Interaction Management is the gateway that puts gauge on interaction channels, time and counts towards customers; at the same time maintaining a central design & execution environment for CSPs’ communication execution.

Digital customer service

Leveraging OneID strategy, Digital Customer Service provides seamless and automatic case management across omni-channel, including offline store, call center, social media and back office, which reduces customer churn, and improves the collaboration among all lines of business.

Consolidated product catalog

Digital consumer experience

Digital enterprise accelerator

Sales automation

360°customer view

The adoption of OneID, inspired by Alibaba eCommerce business, provides a proven mechanism to maximize customer value across channels, business units and ecosystem partners.

Intelligent sales inventory

Unified interaction management

Digital customer service

Benefits

Shorten Time to market

70% of offers could be published to market within one week.

Shorten Time to market

70% of offers could be published to market within one week.

Boost customer experience

Catalogue-driven, consistent and personalized experience across omni-channel.

Boost customer experience

Catalogue-driven, consistent and personalized experience across omni-channel.

Reduce costs

80% of service scenarios ready for 'plug and play’; DevOps and CI toolbox delivers continuously improving business agility.

Reduce costs

80% of service scenarios ready for 'plug and play’; DevOps and CI toolbox delivers continuously improving business agility.

Predictive and proactive

Operational Dashboard provides real-time analysis and prediction for sales, complaints, offer recommendations, goods and inventory.

Predictive and proactive

Operational Dashboard provides real-time analysis and prediction for sales, complaints, offer recommendations, goods and inventory.

Business Scenarios

Seamlessly expanding digital capabilities from B2C to B2B

CSPs are seizing the opportunities to build B2B customer relationships as B2B customer relationships hold great potential for loyalty and growth. By leveraging unified business capabilities, 'plug and play’ enterprise add-on and standard open APIs, Digital CRM enables CSPs to expand and deliver services for enterprise customers in a more flexible way with lower business risk.

Pursuing digital transformation across lines of business

CSPs are transforming their legacy CRM to a cloud native, omni-channel one, achieving digital experience, higher efficiency and competitive advantages. Digital CRM provides enterprise-level product catalog, a centralized order center, omni-channel customer experience, and full lifecycle customer care and sales automation for both consumer and enterprise customers, prepaid and postpaid users, mobile and fixed networks. It is a true enabler to streamline business operations, customer interactions, sales and marketing processes in one place.

Seamlessly expanding digital capabilities from B2C to B2B

Pursuing digital transformation across lines of business

Seamlessly expanding digital capabilities from B2C to B2B

Business Scenarios

Pursuing digital transformation across lines of business

Seamlessly expanding digital capabilities from B2C to B2B

Case & Story

Merging Into Future - Case Study of Hutch Sri Lanka BSS Transformation

Whale Cloud delivers a modernized digital BSS suite in Hutch Sri Lanka, consolidating its legacy stacks within 8 months, meeting the extremely tight deadline for the post-M&A business strategy.

MTN Rwanda Gains a Quick Win for Going Digital

Whale Cloud helps MTN Rwanda deploy the latest cloud native BSS stack within 14 months, allowing the operator to accelerate its transformation journey with enhanced customer experience and increased revenue streams.

A Latin American Operator Achieves a Quick Win for Full Stack Digital BSS

A Latin American operator goes live successfully within 10 months with Whale Cloud's full-stack BSS suite, speeding up its digital journey with exceptional customer experience.