M1 Transforms its Billing and Customer Care system in Collaboration with Accenture

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The FINANCIAL — M1 Limited (M1), in collaboration with Accenture, has completed a major upgrade of its billing and customer care system. The upgraded system enables M1 to meet the current and future needs of its growing customer base, and provides M1 with a comprehensive, unified view of all customers across its business lines.

The enhanced system has improved the operational efficiency at M1’s retail outlets, as well as service provisioning, by up to 35 per cent. In addition, by capturing all customer transactions and consolidating this data into a single system, M1 is able to serve its customers more effectively, and use data analytics to determine and address customers’ preferences, according to Accenture.

 As technology consultant and system integrator, Accenture provided program management, design, development and testing, data migration and deployment services for the Oracle and Comverse solutions implemented, and then integrated the systems with Microsoft’s .NET framework that was delivered by Avanade.

 “Accenture helped us consolidate our multiple legacy systems, integrating our charging, billing and customer relationship management systems to provide us with a holistic view and better understanding of our customer base,” said Alan Goh, chief information officer, M1. “This enables us to further improve the customer experience, better support our growing businesses, and deliver new services to meet our customers’ changing needs.”

 A recent Accenture report on the trends in communications service providers’ (CSP) networks found that an overwhelming majority of CSPs believe that managing service quality – which includes customer care and billing – is more important than ever, and is one of their biggest challenges.

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 “To become key players in the digital value chain, CSPs must fully embrace the understanding that everything revolves around the customer,” said Ho Seong Kim, managing director of Accenture’s Communications, Media and Technology operating group in Singapore. “User experience and customer experience-led design is the key foundation of successful BSS transformations, such as the one M1 just achieved.”


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