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Full Scale Digital Transformation of the Consumer Business

StarHub

A New Age of App-Based Digital-First Customer Experience

Customer Profile

StarHub is a leading homegrown Singapore company that delivers world-class communications, entertainment, and digital services. With its extensive fiber and wireless infrastructure and global partnerships, Starhub brings quality mobile and fixed services, a broad suite of premium content, and a diverse range of communication solutions to people, homes and enterprises.

Starhub develops and delivers solutions to corporate and government clients, incorporating artificial intelligence, cybersecurity, data analytics, Internet of Things and robotics.

The Challenge

The transformation program was aimed at modernizing the IT landscape for the B2C line of business in order to introduce the Integrated App Experience and the Digital First and Digital Only strategy.

Among the key project goals were simplification of user journeys and launching a one-stop shop that covered all of the StarHub customers’ needs to explore, purchase, pay for, and manage existing and new services from a single app.

The Solution

CompaxDigital was central to enabling Starhub’s platform and customer journey transformations, providing a complete BSS stack from CRM, Order Management, Service Provisioning to Billing and Case and Business Process Management. Leveraging the modular, cloud-native and microservices-based BSS software, CompaxDigital ensured Starhub has a future-proof technology foundation capable of further rolling out new services and business models.

One of the key differentiators of CompaxDigital’s solution for Starhub was the exceptional configurability and flexibility of process automation delivered by Compax’s Business Process Engine. The microservices-based Integration Framework, open APIs and the preconfigured integration with Matrixx OCS contributed to securing the target time to production.

A prerequisite for the project was the agile delivery, and CompaxDigital was unmatched both in experience and the technology fit.

CompaxDigital partnered with Matrixx (for OCS) and DreamCloud (for mobile app) as technology vendors and Tech Mahindra as the SI on the project.

The ground-up transformation allowed StarHub to achieve significant improvements in speed to market, launch a reliable and agile platform to ensure future proof investments, and fast track innovation following cloud native principles. Simplification of user journeys and modernization of the IT landscape delivered IT operational efficiency and rejuvenated customer experience and customer relationships.

Benefits Achieved

  • Record time to production, TTM for B2C services
  • Exceptional improvements to customer experience delivering app-first fully digital onboarding and maintenance
  • Cloud-native; open, modular, microservices-based architecture
  • Feature-rich and flexible BSS platform for B2C and B2B lines of business
  • Agile delivery, DevOps by CompaxDigital Dev Team
  • Seamless transition to B2B platform transformation initiatives

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