Three is the world’s first true mobile broadband network and remains a global leader in the industry, powering over 175 million connections globally. Three is part of CK Hutchison Holdings, a renowned multinational conglomerate committed to innovation and technology. Its diverse businesses employ over 300,000 people in over 50 countries across the world.

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Three faced increasing pressure from rising billing and customer care costs, which put a strain on overall operational efficiency and profitability. As a global mobile network operator with millions of customers across multiple markets, this triggered inefficiencies at scale.

A lack of Interactive Bill portal and existing legacy systems limited the Group’s digital engagements, leading to poor customer experience. These challenges restricted the company’s ability to gain actionable insights from billing data. This put the Group at risk of missing opportunities for upselling and improved customer care.

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Three implemented Soft-ex’s Interactive Billing solution, fully integrated within its existing Amdocs BSS infrastructure. The solution was rolled out to Three’s enterprise customer base in the UK and Ireland, achieving adoption rates as high as 95%, demonstrating impressive ROI and genuine tangible impact. Soft-ex enabled Three to deliver a personalised billing experience through its intuitive portal that pushes notifications and KPIs to each account’s dashboard to enable a smooth and transparent billing process for Three and its customers. The solution was extended beyond end-users to internal teams, including customer care and account managers, equipping them with better tools for handling queries and delivering proactive support.

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