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