Optus: The making of Australia's most loved brand

Optus Smart Spaces

Optus is on a mission to become the most loved brand in Australia. The telco has embarked on a journey that will see it play a wider and more significant role in the economy of the country as it enhances the type of products and services it sells to its customers including enterprises, SMBs, families and individuals. As the telco expand its product offerings beyond telco, it is also necessary to modernize its eCommerce capabilities.

In line with this, the telco has recently launched a commerce platform to enable selling of IoT@Home products to the Australian market.

What We Did?

The magnitude of the project required participation by multiple parties and vendors to design, build and launch the platform. The oversight of delivery aspects such as end-to-end solution and technical architecture, and governance were crucial given the role the platform would play in the telco’s expansion plans for the next decade. Infotech Consultancy was chosen as the Salesforce partner to be the party accountable.

How We Did It?

The solution of the brand-new digital platform comprised multiple of the Salesforce SaaS applications – Commerce Cloud, Service Cloud, and Marketing Cloud -, iPaaS Mulesoft, and third-party applications. Additionally, it was required to embed the platform into the existing landscape of systems both on-premises and cloud based.

The requirements, both functional and non-functional, required a high degree of experience and knowledge in the different Salesforce platforms by anyone in a leadership role. Specific domains such as cross-cloud integrations, API networks, systems of high reliability to meet periods of high demand – Black Friday, Christmas Sales, and similar – are crucial for a high profile digital platform.

Additionally, our approach to it not only did include the typical solution and technical architecture that is required for this type of platform but also the necessary operational and financial analysis that demonstrated the chosen options would provide the best ROI in a timeframe of 15 years.

The Outcome

Customers can purchase IoT@Home products through a fully digital experience including product discovery, smart collections, recommendations, shopping cart and payments. The customer experience is also underpinned by operational processes that are fully digital including order fulfilment that keeps the customer informed through every stage of the process. Additionally, if there is the need to return devices and process refunds, these processes are also fully digital.

From an architecture standpoint, the result is a modern eCommerce platform that meets high standards of scalability, sustainability, maintainability, and cyber security.

Additionally, the digital platform that is now live has started to play a pivotal role in Optus’ digital and ecommerce ambitions. The platform’s modularity and intrinsic scalability have meant that expanding its scope and usability in the wider expansion plans is feasible without the need for expensive programs of work and under very attractive timelines.

From a business perspective, Optus is now an active player in the segment of IoT@Home products and will continue to grow as it enhances the range of products and services.