Customer Success Story: Enxoo helps Arelion to launch a new customer and eCommerce platform

Arelion chose Enxoo to launch the award-winning My Carrier Portal, enabling a seamless customer experience across all sales channels.

Arelion owns and operates one of the world’s most extensive fibre backbones, and is the connectivity partner of choice to the world’s largest content providers, operators and enterprises.

Solutions Used

“When corporate culture supports customer centricity, striving for customer satisfaction becomes almost natural. With multiple measures aiming to improve the customer experience, Telia Carrier has catapulted itself to the Olympus of the industry.”

The judges of the2018 World Communication Awards (WCA)

Challenge

Following the successful delivery of the Enxoo for Communications CPQ, Arelion wanted to give its wholesale customers the same great experience they have.

Arelion was looking to provide its customers with easy access to data, information, products, services and support – all in one place.

Overall, Arelion wanted its customers to experience a unified journey across all channels by developing a customer self-service portal.

Solution

Arelion chose Enxoo to launch a new customer and eCommerce platform, My Carrier Portal, based on Salesforce Sales Cloud extended with Enxoo for Communications CPQ solution.

The solution allows Arelion’s customers to get instantaneous quotes, place orders, track delivery status, raise trouble-tickets and pay for the procured products and services.

The portal was also delivered with a Salesforce Live Chat function, providing customers with real-time 24/7 support in multiple languages.

The solution was built according to the API-first approach, enabling customers to connect their systems directly, ensuring seamless communication.

Benefits

The innovative My Carrier Portal creates an enhanced customer experience by:

– Providing visibility over purchased products and services (Customer Selfcare portal)

– Enabling to purchase new products and services (eCommerce)

– Making interactions with Arelion easier, faster and more intuitive (Salesforce Live Chat)

At the 2018 World Communication Awards (WCA), Arelion won both ‘Best Wholesale Operator’ and ‘The UX Award’ for delivering the best user experience – setting up the My Carrier Portal was part of this success.