CSPs need to deliver and support end-to-end business solutions to customers while efficiently managing a growing partner ecosystem. This positioning requires comprehensive control of that ecosystem, where processes involve different teams and partners and frequently demand multiple manual hops over siloed systems and scattered data.
To thrive in B2B and be a partner for Enterprise customers, CSPs need to:
According to Loes Tjerkstra, Manager B2B Customer Success Management, VodafoneZiggo, “For customers, Service Navigator is a reason for doing business with us. This solution offers them efficiency, transparency and a reason to be willing to have VodafoneZiggo manage their equipment. Our relationship with enterprise customers really improved thanks to Service Navigator. We would not even have some B2B customers if we didn’t provide them with this solution.”
Service Navigator provided benefits for several Vodafone OpCos, improving how they worked internally and the relationships with their enterprise customers.
The solution’s key advantages:
The Future with Celfocus Business Services Platform
Service Navigator has been revamped to improve user experience, and the underlying technology has been modernised for a microservices architecture and readied for cloud deployment, providing its customers with much more flexibility and scalability. Investment has also been made regarding its documentation and increased automated test coverage for better quality assurance.
By leveraging proven technologies and frameworks used in other Celfocus solutions, the new version of the product is now an integral part of Celfocus’s Business Services Platform (BSP), a backbone for Celfocus’s B2B2X solutions. The new platform extends the underlying Service Navigator capabilities, keeping all the built business benefits while introducing key usability improvements for day-to-day operational efficiency.
Ultimately, Celfocus BSP is a platform that enables digital transformation and evolution, simultaneously improving journeys and processes for customers, partners and internal users.