CASE STUDY | 12 MINUTE READ

Leading Telecom
Provider Manages
70,000+ Complex SKUs

This prominent Middle Eastern telecom provider built a single platform on Liferay DXP for B2B and B2C users.

Key Takeaways

customers

93%

reduction in time needed to manage products

70,000

complex skus

Highlights

Centralized product catalog with enough avenues for business users to configure complex telecom products and benefits
Enhanced and immersive user experience (UX) with easy and intuitive navigation that enables quick completion of the buyer’s journey
A single platform for both B2B corporate users and B2C users

Background

This client is one of the leading telecommunication providers in the Middle East, offering telecom, broadband, and mobile services. With more than 30 years in business, they provide 5G services that cover 90% of the populated areas in the country.

Challenges

This company was looking for a flexible, next-gen platform to redesign the entire customer buying journey and at the same time provide robust digital commerce functionality for their business and application users. Their legacy application had multiple issues, including a decentralized product catalog and complex processes for configuring products and executing promotions.

Additional challenges included:

Business users had difficulty updating, modifying, and setting up eCommerce operations without asking the IT team to help
Technology rigidity and complex customizations made the platform non-agile with no room for innovation or faster go to market
An un-intuitive and sub-optimal user experience and interfaces
It was difficult to maintain, enhance, and innovate the system
Higher TCO because of the lack of maintainability of the system

How Liferay Helped

Using Liferay DXP, the customer's eCommerce channel was not only set up for selling smart physical devices across seven broad categories (such as smartphones, internet devices, laptops & tablets, wearables & headsets, gaming, smart TVs, accessories, and smart home solutions) but also for selling virtual products such as prepaid, postpaid plans, E-Cards (iTunes card, Paystation Cards, Amazon Cards, Gaming Cards, etc.)

The customer used Liferay's core out-of-the-box commerce capabilities including product content management, pricing, promotions, discounts, warehouse & inventory management, and order & shipping management, and also leveraged extension points to customize the platform and meet business needs.

Key Functional Benefits of the eCommerce Channel

The platform provides many functional benefits, including:

Physical and virtual product management using Liferay’s OOTB Product Management Capabilities
A new product recommendation tool for upselling and cross-selling
Product comparisons, multiple wishlists, frequency-based search, and guest checkout
Enhanced UX with easy-to-create engaging online experiences

Key Implementation Highlights

Here are just a few stand-out results from the implementation:

End-to-end commerce functionality for both B2B and B2C users
Liferay’s AI/ML services enable product recommendations
Integration with back-end CRM, multiple payment gateways, chatbot, and shipment systems for a seamless experience
The stores act as extended warehouses, with fulfillment done from the nearest warehouse
A new customer loyalty program