Telecom operator Idea Cellular has tapped Adobe for its digital transformation initiatives to cut costs and improve customer experience.
Adobe Experience Cloud will play an instrumental role in empowering Idea Cellular to deliver personalized customer experiences to its nearly 200 million subscribers across the country.
Idea Cellular, as part of the digital transformation deal, will deploy Adobe Experience Cloud solutions including Adobe Analytics Cloud, Adobe Advertising Cloud and Adobe Marketing Cloud.
Idea Cellular aims to automate aspects of its customer care and benefit from increase in sales as well as achieve saving in operational costs.
“With the penetration of mobile devices and massification of data services, Indian consumers are increasingly getting online. Idea Cellular aims to deliver the industry’s best digital experience to its customers,” said Himanshu Kapania, managing director of Idea Cellular.
Idea Cellular will use Adobe solutions to automate aspects of its customer care and introduce digital self-service options, thus reducing call center traffic and saving on operational costs.
“We are confident that Adobe Experience Cloud capabilities will help Idea Cellular increase revenues through online channels, reduce customer acquisition costs, improve cross-sell and upsell opportunities, and above all, deliver the best customer experience in the Indian telecom industry,” said Kulmeet Bawa, managing director, Adobe South Asia.
Idea will benefit from Adobe Experience Cloud including Adobe Analytics and Adobe Audience Manager (Adobe Analytics Cloud), Adobe Media Optimizer (Adobe Advertising Cloud), Adobe Target (Adobe Marketing Cloud), and Adobe Consulting Services.
Powered by Adobe Sensei’s Artificial Intelligence, these Adobe technologies will help Idea Cellular map end-to-end customer journeys – starting with acquiring users on digital platforms, to the engagement and retention phase by delivering personalized customer experiences across channels.
