IBM helps Idea Cellular transform postpaid operations

Engagement focused on implementation of new customer relationship management system as well as improved billing and payments systems

Technology and consulting giant IBM today said it has helped India's third largest mobile operator Idea Cellular in transforming its postpaid business through improvement in customer service, reduction in operational costs and growing revenues.

This transformation is part of an existing ten-year business agreement between the two companies that was signed in March 2007 and was aimed at integrating, innovating and transforming Idea Cellular's business processes and IT infrastructure.

The engagement is focused on Idea Cellular's postpaid business, and included the implementation of a new customer relationship management system as well as improved billing and payments systems.

"As we work closely with telecommunications providers in India and across the world, we see a unique opportunity for these organisations to improve service and capture increased market share," said Jeby Cherian, VP and managing partner-Global Business Services, IBM India South Asia.

"By leveraging the power of standards based technology, increasing access to customer data and taking advantage of industry best practices to streamline operations, providers like Idea are able to grow and bring next generation services to the market."

IBM also helped Idea Cellular standardise its IT processes by introducing a centralised system with enhanced automation.

"With the rapidly changing demands of our customers, it is becoming increasingly important to rethink how our organization operates by automating and improving both internal and external processes," said Prakash Paranjape, chief information officer of Idea Cellular.

"As Idea continues to grow and expand services across India, this transformation will enable us realise our business goals and offer better, more innovative products to our postpaid customers."