In a move that could set a new standard for customer service in the telecommunications industry, Izzi, a subsidiary of Televisa Group, has announced a significant modernization of its business support systems (BSS). By transitioning to the latest version of Oracle Communications Digital Business Experience hosted on Oracle Cloud Infrastructure (OCI), Izzi has achieved remarkable reductions in billing and invoicing times. The company has cut billing times by 70% and invoicing times by 60%, allowing for quicker payments and improved cash flow—critical factors for small business profitability.
Edgar Mendez, General Manager of Systems Operation, Infrastructure, and LAN at Izzi, emphasized the importance of this upgrade amid a series of recent mergers and acquisitions, including the integration of Sky Mexico. “It was important that we are able to consolidate these businesses onto a single, modern, future-ready architecture,” Mendez stated. This approach not only allows the company to streamline operations but prepares it for future growth.
Izzi serves over six million subscribers in 157 cities across Mexico, providing a mix of cable broadband, fixed telephony, TV content, and mobile services. With the recent acquisition of Sky Mexico, the total subscriber count has surged to a notable 17 million. This increase highlights the necessity for efficient systems that can handle expanded customer bases without compromising service quality.
The partnership with Oracle plays a crucial role in Izzi’s multicloud strategy, enabling seamless integration of applications across different platforms while benefiting from the performance and cost advantages provided by OCI. The introduction of Oracle FastConnect facilitates a dedicated, high-bandwidth connection to applications hosted in various cloud environments, ensuring smooth operations that are vital for small businesses managing customer data and billing processes.
Moreover, Izzi has fortified its operational architecture by distributing production and disaster recovery environments across multiple OCI regions. This move enhances redundancy and scalability, crucial elements for maintaining continuous business operations—something that small business owners need to consider seriously given the potential for service interruptions.
Since adopting Oracle Digital Business Experience, Izzi has reported notable improvements in application availability and scalability, coupled with reduced operating costs. OCI’s infrastructure is built to handle even the heaviest workloads while providing real-time monitoring capabilities. This ensures that customer service remains consistent, irrespective of traffic fluctuations, which can be particularly beneficial during peak service times.
The plan includes leveraging Oracle Digital Business Experience’s customer management capabilities, powered by Siebel CRM, to enhance marketing initiatives. The objective is to launch tailored, cross-channel marketing campaigns that focus on personalized customer interactions. For small businesses, providing personalized service can lead to enhanced customer loyalty and increased revenue—insights that shouldn’t be overlooked.
Andrew Morawski, Executive Vice President and General Manager of Oracle Communications, noted the longstanding partnership between Izzi, Sky Mexico, and Oracle. “We are honored that Oracle Digital Business Experience on OCI will be a foundational part of their long-term transformation strategy,” he said.
However, while the advantages of such a transformation are substantial, small business owners should consider potential challenges. Transitioning to cloud-based systems often involves initial costs, training for existing staff, and potential disruptions during the migration phase. It’s crucial for small business owners to perform a thorough cost-benefit analysis and align these technological investments with their growth strategy.
The trends shown by Izzi reflect broader changes in how telecommunications companies are evolving to meet customer demands. They illustrate a growing emphasis on integrating modern technology to provide better service at lower costs. By adopting similar cloud solutions, small businesses in various sectors can reap the same benefits of increased operational efficiency and enhanced customer service.
As the landscape of customer expectations continues to evolve rapidly, making strategic technological investments like the ones undertaken by Izzi could position small businesses favorably for future growth.
Learn more about Oracle Communications and their industry solutions at Oracle’s official announcement.
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