Development of a Unified Digital Experience Platform to Enhance Employee Productivity and Customer Engagement

The organization inherits outdated internal task management and customer engagement systems that hinder employee productivity and impair the user experience. The legacy solutions lack integration, scalability, and modern features, leading to inefficiencies in operations and challenges in delivering seamless customer service. The client requires a comprehensive platform overhaul to unify existing systems, streamline communication, and facilitate rapid integration of third-party services.

A large-scale telecom provider with extensive infrastructure and a focus on modular connectivity, seeking to modernize legacy systems for improved operational efficiency and customer experience.

• Develop a comprehensive digital platform unifying customer and employee portals to improve operational efficiency.
• Implement integrated third-party services such as communication, productivity, and CRM tools to streamline workflows.
• Enhance user experience through modern UI/UX design, dynamic forms, and quick communication features.
• Increase employee productivity and business efficiency by providing a single, centralized platform.
• Improve customer attraction and retention through streamlined interactions and improved service delivery.
• Reduce dependency on legacy systems and enable agile, scalable system architecture.

• Customer portal with registration, user profile, incident management, billing, and order management functionalities.
• Employee portal with profile management and internal workflow tools.
• Integration with external services such as enterprise communication and productivity platforms, CRM, document storage, and authentication providers.
• API-based integrations enabling seamless data exchange with third-party systems.
• Customizable and dynamic business process workflows enabled through a process engine.
• A modern UI/UX redesign with style guides, quick reply functions, and responsive interfaces.
• Proof-of-concept development for system integrations to reduce project risks.

• Communication and collaboration tools (e.g., email, chat, scheduling platforms)
• CRM and customer data management systems
• Document storage solutions (e.g., cloud drives or enterprise file services)
• Authentication and identity management services
• Third-party process automation and workflow tools

• System scalability to support increased user load with high performance
• Data security compliance with enterprise standards (e.g., encryption, access controls)
• High system availability and disaster recovery capabilities
• Rapid deployment cycles with CI/CD pipelines
• Flexible configuration for dynamic business process updates

The implementation of a unified digital experience platform is expected to significantly improve employee productivity and operational efficiency, align with modern technological standards. By streamlining communication and integrating essential third-party services, the organization aims to enhance customer satisfaction, increase retention, and attract new users. Metrics such as reduced system downtime, faster onboarding processes, and improved user engagement are anticipated to measure success. The project is projected to deliver measurable efficiency gains and improved user experience comparable to a 30% increase in operational productivity and a 25% boost in customer satisfaction indices.