emeldi

Gateway One

Many Telco operators are running numerous disparate B2C portals in a multiple silos architecture. Customers need to go through painful authentication and authorization each time they visit a purpose built service portal (e.g. e-Bill, recharging, eshop, self-care, etc.). These portals, many home made, were popping up in an ad-hoc fashion as the demand  for a service appeared and they are built on variety platforms supported by various technologies. Each portal also carries its own unique look & feel and customized profile settings leading to a confusing and halting online experience. Therefore Cost to Operate (CTO) is high.

The impact

Customers do not feel that they are interacting with a single business entity. This has negative impact on brand image and perceived quality of service

  • Decreases both customer retention and acquisition
  • Costs of retaining customers significantly lower than acquiring new ones
  • Customers suffer a decrease in productivity
  • This has negative impact on generating new revenue as customers cannot easily and intuitively access operators’ value propositions

The Solution

“Unify the customer experience across all portals”

  • Simple concept, easy to adopt, realistic quick win
  • Must be done properly, as effects are seen on revenue-generating online portals
  • Integration can be accomplished within weeks not months

 

GatewayOne Solution Pack

GatewayOne provides service packs allowing operators to achieve this goal on three conceptual levels

  • Single Entry (SSO/AAA)
  • Single Portal (Presentation)
  • My Portal (Personalization)

Single Entry single entry

  • Unifies ENTRY for customer to all online services
  • Fundamental element of a unified portal experience – a single entry point for customers to numerous portals
  • Single-Sign-On (SSO) to multiple portals, user is not forced to authenticate several times as they move between the consolidated portals
  • Single Entry provides extra light SSO functionality
    • Unified SSO
    • Unified AAA authentication, authorization and accounting
    • Supports several authentication mechanisms under the secured protocol (SSL)

Single Portal

  • Unifies PRESENTATION of customer online services
  • Purely focussed on aligning the customer’s visual experience across multiple portals
    • Unification of portals on presentation layer – consolidation of appearance and user experience
    • Visitor does not visually perceive moving between discrete portals
    • Common visual language: standard elements look similar across all integrated webs (e.g. form components, tables, dynamic elements, ...)

My Portal (Unified profile)

Reinforces the perception of a unified, fluid and personalized online experience for the customer

  • PROFILES across the integrated portal environment
  • Centralized customer settings and preferences management
  • User is not forced to set and update profile settings several times as they move between the consolidated portals
  • Customer identity, preferences and settings are maintained, managed and shared across all integrated portals
    • Profile settings
    • Language settings
    • Display settings
    • Notification settings