As a 100% online provider, the digital setup is paramount for Telmore. They need to be able to deliver a personalized experience across touchpoints, be able to anticipate customer needs through intelligent use of the right data, and make it easy to customize and create new targeted campaigns.
Therefore, Telmore has now joined the new exclusive club of companies, that have opted out of the classic package solution of suites and end-to-end systems, in favor of a uniquely customized digital setup, of the systems that best suit their needs, both now and in the future.
“We have chosen to switch to a so-called MACH solution (Microservice, API-first, Cloud Native and Headless). Partly because our previous systems slowed down our development opportunities and growth potential, and partly because the MACH solution allows us to be highly flexible and able to move with the market when changes occur. We have a goal of delivering the absolute best shopping experience, and our previous systems could not support this vision. With a MACH solution, we get the opportunity to choose best-of-breed systems that fit both our, and not least our customers' needs,” explains Mads Sylvester Jensen, CIO at Telmore.
A compelling and personalized digital solution
Telmore's new uniquely adapted platform must be able to create a relevant shopping experience that in the long run will be able to compete with the best sales staff in a physical store. But most importantly, it must be easy and simple - in line with Telmore's DNA and success. Telmore made some very ambitious and courageous choices in the process, in recognition that the digital user experience will be the battlefield of the future in the telecommunications industry, explains Laus Breyen-Vinding, Client Service Director at Valtech:
“It's our job to put Telmore in the driver's seat and give them the keys to their own customer experience. They must be in control and able to react quickly to new launches, partnerships and changes in the market. All of that speaks into a flexible commerce platform that will enable continuous release cycles and respond quickly to customer feedback. In the last year, we have seen a clear trend towards MACH - a service-based and headless architecture where you achieve greater freedom and control over the front-end without having to change everything behind it.”
The impeccable experience
Telmore has chosen to build the new solution on Commertools which is also used by major Telco players such as AT&T, Rogers and Sunrise, and they have chosen Valtech as a partner to realize the ambitions:
“We have chosen Valtech as a partner, as they have the necessary expertise both within Commertools and within the Telco industry. We need to win the battle of tomorrow’s digital customer experience and Valtech has a deep understanding of this – we do not want to compromise the customer experience. Valtech has in-depth knowledge of the new technology with MACH and the context of bundling, promotions, subscription services, etc. We must be able to react quickly to adabt to the market at any given time in order to maintain our position, and we have no doubt that we will succeed with the constellation we have chosen,” says Steffen Lundgren Kristensen, CMO at Telmore.
The new experience is planned to launch in the second half of 2021.