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Technology Today
XM Satellite Radio Outsourcing Tunes into Customer Service
Helping XM Satellite Radio tune in to customer service and high performance through application outsourcing
XM Satellite Radio has become American’s number one satellite radio company by providing its more than seven million subscribers with an unmatched customer experience. The company’s customer-centric focus is reflected not only in the more than 170 digital channels available to subscribers coast to coast, but also in its implementation of a cutting-edge Subscriber Management System (SMS) that comprises Oracle’s Siebel Customer Relationship (CRM) application, Vitria Middleware and a Portal Infranet solution for order processing,
provisioning and customer billing.
To ensure that its SMS would support the company’s bold plans for growth and high performance, XM asked Accenture to assume responsibility to maintaining the SMS applications for three years – an outsourcing arrangement that was extended into 2008. In providing this service to XM, Accenture has drawn upon its deep industry knowledge, its proven CRM capabilities and its Global Delivery Model, which helps ensure the right blend of onsite and offshore resources to meet XM’s growth objectives and fluctuating market demands.
Delivering for the customer
From the beginning of the arrangement, Accenture has worked closely with XM to implement and maintain high-value CRM, customer provisioning and billing functionalities. This effort has involved:
  • Upgrading and integrating each of the SMS applications to provide the latest customer care features.
  • Implementing new SMS-enabled capabilities such as gift-card processing, expanded marketing programs and wholesales vendor provisioning of customers.
  • Streamlining customer experiences by simplifying agent interactions with subscribers, automating file-processing activities, and integrating the SMS with Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) call center functionality.
  • Integrating and automating the SMS’s activation and provisioning processes for original equipment manufacturer partners.
  • Steamlining application development, testing and quality assurance processes by tapping resources within the Accenture Delivery Center in Bangalore, India.
  • Managed migration to newly acquired data center space (67 applications—SMS and others, 114 environments and more than 400 servers).

Today, Accenture continues to help the satellite radio company refine its customer-centric capabilities, enhance its customers’ experiences, and implement new functionalities that will support XM’s growing business—as well as its ongoing efforts to achieve high performance.
June 2008
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