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Southern Phone: Connecting to customers with world-class digital experience

Southern Phone, Australia builds deeper, more personalized customer relationships with dynamic, highly customizable online presence

Industry

Service

Region

Australia and New Zealand

See the project

Sitecore Experience Awards 2018

Southern Phone Company

Southern Phone Company, a leading Australian telecom, provides customers with world-class phone, mobile and broadband services. To grow, though, its digital presence needed to be equally outstanding: more scalable and responsive, more dynamic, and most of all, better at leveraging customer data to boost user engagement and increase sales.

Working with EPAM, Southern Phone shifted its site to the Sitecore platform to create a more user-friendly digital experience, with page load times up to 80% faster and more efficient communication between customers and support agents. The new e-commerce platform also enables more personalized messaging and intelligent marketing based on geographic, demographic, and campaign triggers. Southern Phone can now easily create and launch dynamic and complex product structures and relationships for more profitable cross-selling, upselling, bundling, and special offers. Moreover, organic search rankings and the average value of each site visit are both higher. Less than a year after implementation, Southern Phone's conversion rates have improved 35% and are still rising.

Challenge

  • Create online commerce channel to grow revenue
  • Deliver world-class customer experience to maintain customer loyalty
  • Evolve from brochureware site to agile digital presence
  • Target messaging, imagery for appeal to new customers

Solution

  • Deploy a robust platform that combines speed, scalability, and customization with the ability to integrate with customer support applications.
  • Optimize and personalize content for better user engagement
  • Adopt tools to collect and leverage customer data for more intelligent marketing decisions

Result

  • Enabled e-commerce, campaign, and geolocation-based personalization
  • Accelerated time to market 50% for cross-selling, upselling bundled offerings
  • Reduced load times by 80%, increased conversion rates 35%
  • Integrated website with helpdesk; freed staff for high-value customer care
  • Improved efficiency and accuracy in customer communications, from provisioning to support requests

We wanted an e-commerce platform that provides personalisation, context marketing, business-process automation. Sitecore gives us all that plus a CMS.

Rick Van Emmerik
Customer Experience Manager, Southern Phone

Products used

  • Sitecore Experience Commerce
  • Sitecore Experience Platform (XP)
  • Sitecore Web Forms for Marketers
  • Sitecore Email Experience Manager (EXM)
  • Sitecore on Microsoft Azure (IaaS)

Platinum Solution Partner

EPAM, a Sitecore Platinum Solution Partner, is a global team of strategists, designers, developers, and architects who collaborate with Sitecore customers to solve the biggest business challenges through the creative application of design thinking and technology solutions.