Project Overview
Dialog Axiata is the most valuable brand in Sri Lanka. Dialog Axiata PLC, a subsidiary of Axiata Group Berhad (Axiata), operates Sri Lanka’s Leading Quad-Play Connectivity Provider.
Introduction: Dialog Axiata is the most valuable brand in Sri Lanka. Dialog Axiata PLC, a subsidiary of Axiata Group Berhad (Axiata), operates Sri Lanka’s Leading Quad-Play Connectivity Provider.
Problem Statement: Optimise the customer support costs that keeps growing YoY along with reduced ARPU. Dialog team needed to introduce new digital channel and automate the customer support process to handle some of the repetitive enquiries that are coming through. With this focus, they were researching on effective way of delivering digital customer support and to apply that to a Sub-continent country with consumers on low digital adaptation.
Solution: Linking Integrating customised in-house Community Platform solution, named “Ant Community Platfrom” to cater the needs of Dialog Telekom. We moved our cloud-based solution to an on-prem solution run on Dialog’s servers to cater the security requirements of the organisation. With the initial release of the product, we enabled a support community capability where the customers of Dialog can support other customers to solve similar problems. As a result, customers are offered rewards and recognition for the contribution that they are making.
The Community Solution Comprised of Following Capabilities:
Category-based Q&A forum
Content engagement, through comments and preferences
Moderation
Closed workgroup for internal and external collaboration
Reporting on engagement and adoption
Gamification through rewards and recognition statuses
Outcome: The platform started with just over 1K members and it has grown to 150K+ members over 3 years and is growing every month. This has created an ecosystem where customers create a community and engage with each other providing greater bellow the line profit to the organisation.