Airtel IoT

IoT CMP is a connectivity management platform used to manage sim cards provided to the devices which require IoT. The users can change plans, request for new sim cards, deactivate sim cards and whitelist services through the portal. Earlier all these activities were done by the Airtel team. The clients used to raise tickets and an Airtel representative would take care of those requests. Now we are tried to tackle this problem by redesigning the portal to make it more usable for the clients.

Objective

The client's traditional behaviour of invoice payments from cheque to online payment.

The clients used to pay the bills through cheque, which led to delay in payments. The payments used to get withhold for 5-6 months.

We decided to revamp the online payment system and make it easier for the users. We designed a widget for the dashboard for easy online payments and reduced the number of steps required for online payments.

Problem Statement

- The clients tend not to pay bills of past 3 & more invoices.
- The clients have difficulty while paying the amount online.

Users

- B2B airtel admins
- Client side employees e.g: finance guy & supervisors

Metrics/KPIs

- Number of payments acquired digitally

We created journey where user can easily understand his payment statuses by simply selecting it from the dropdown i.e. Overdue, Outstanding, Completed. and make the payments.

We created journey where user can easily understand his payment statuses by simply selecting it from the dropdown i.e. Overdue, Outstanding, Completed. and make the payments which is the goal of the business

Partial payment option

Here user can select which payment mode he wants to go with and complete the payment process

Here user can select which payment mode he wants to go with and complete the payment process

Help & Support

The existing help and support system was lacking usability and after sending the request the users had to wait for days for the reply from the technical experts. This used to increase the load on the customer service calls.

We designed a help and support system after analysing the types of questions asked by the user. Based on that data we created a conversational flow that changed based on the options selected by the user.

Result

The solution helped to reduce the load of the customer service and it also increased the usability of the help and support system.

Basis on the research done by the airtel IoT team the problems which were raised by the users were common and folllowing the same pattern and hence we decided go with the selection method to solve the problem where user selects what problems he has and continues. If he has different problem then he can type it down.