Global satellite communications business Inmarsat is a leading provider of data connectivity to maritime, aviation and other industries – keeping its customers’ fleets and operations connected, anytime, anywhere around the world.
Recently, Inmarsat wanted to replace its legacy customer ordering and provisioning system. The user journey did not reflect today’s changing needs. Inmarsat knew they had to make a major business transformation – and provide a digital experience that would put their customer first.
The business engaged Elsewhen to redesign the entire customer journey that sits on top of Inmarsat’s services. The aim was to create a new consumer-grade digital experience across the end-to-end B2B customer lifecycle.
Elsewhen wanted to turn this business problem into an opportunity – to transform the customer journey, from quote through to billing. We identified the need to bring a new self-service platform and provisioning experience to customers worldwide. We worked directly with Inmarsat’s project leads, as a key part of the program board to drive the transformation – and collaborated closely with Inmarsat’s existing systems integrators and PMO partner.
Our digital product designers worked to deliver the end-to-end journey lifecycle in an attractive, simple and highly responsive UI – providing the bridge from the complexity of Inmarsat’s technologies to a clear and simple-to-use consumer-grade digital experience.
Customers also wanted an application programming interface (API) to securely connect their own systems to Inmarsat for seamless ordering and provisioning of connectivity services. We helped Inmarsat design a new API with the required customer-centric capabilities.
Inmarsat’s new provisioning platform has removed a previous barrier to future revenue streams. Not only is it much simpler for customers to interact with – it is also much easier for Inmarsat to operate, and for its own staff to work with.
Order volumes, processing capability and customer self-service have increased and customer experience is significantly improved. Customers can now buy and provision connectivity in minutes, rather than days or weeks.
Inmarsat estimates the digital transformation has already generated multi-million-pound savings in operating expenses – and radically improved both employee and customer experiences.
