Company Overview
An American-based major Global Communication and Service platform (CPaaS) provider that enables their clients to engage with their customers across multiple channels, including SMS, voice, video, WhatsApp, email, and more. The company provides a cloud platform for its customers to seamlessly integrate with different software packages and be easily customizable.
This CPaaS platform has enabled enhanced customer service and simplified user interactions for major companies like Lyft, Airbnb, and Netflix.
Project Background
The Major Global Telecommunication platform company was switching from one underlying network provider to another and needed to migrate approximately 7,000 of its clients and 54,000 numbers prior to the effective date of the switch.
In order to execute this migration, each account owner had to sign a “Letter of Authorization,” an official form authorizing the migration via the Dropbox Sign, formally HelloSign, e-Signature platform. However, LOA’s are country/provider-specific. The customers had to deal with 33 different LOA templates featuring different languages, formats, properties, and execution criteria to find the correct one for their account, making the process even more complicated and exhausting.
In addition, the client wanted to provide the highest level of service for their accounts where a representative could assist the account holder in making bulk authorizations.
To monitor the progress of the number port over time, the company also required several dashboards tracking the status of each account and number for audit purposes.
TEAM IM’s Unique Approach
Through a referral from Dropbox Sign, TEAM IM was introduced to the company’s project requirements. TEAM IM Augumented Dropbox Sign functionality to provide a more unique interface experience and branding for the client.
TEAM IM leveraged their M-Connect Portal platform to create a web application that enables account holders to register, login, view, and select numbers to be ported or released in a speedy and efficient way. TEAM IM’s existing M-Connect platform and existing integrations with Dropbox Sign e-Signature provided the solution out of the box. M-Connect used an existing integration with Dropbox Sign to:
- Generate the correct LOA for the account owner from a series of LOA templates
- Facilitate the authorization of the numbers to be ported
- Interface with the client Service Desk to have the requested action from the LOA released upon execution, greatly improving the overall cycle time for the port
