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yes – Digital Transformation Bringing Customer Service to the Cloud Era
Success stories
Min read In Brief
Customer-focused organizations today are required to deliver a fully digital customer experience – available, fast, and omnichannel.
yes launched a broad digital transformation initiative aimed at building a new infrastructure for self-service and a modern customer experience.
The initiative included the launch of a new website, the development of an advanced self-service platform, and a migration to cloud infrastructure — all as part of a new technology architecture designed to provide scalability, high availability, and operational flexibility.
The project was delivered by the Digital and Cloud Solutions Development Group within the Software Division of peax.
The Challenge
yes operates a customer service ecosystem serving hundreds of thousands of customers.
The traditional model, which relied heavily on call centers, created operational overload and made it difficult to provide a seamless digital service experience across channels.
In addition, the existing technology infrastructure struggled to support large usage peaks and the rapid expansion of new digital services.
The Solution
The team led a comprehensive transformation program that included:
- Launching a new and advanced website
- Developing a digital personal area for customers
- Implementing yes’s first migration to AWS cloud infrastructure
- Building a scalable and highly available architecture
- Creating a true omnichannel service experience across website, chat, call center, and WhatsApp
The move to the cloud enabled a flexible infrastructure capable of handling fluctuating usage loads while supporting the future growth of digital services.
A New Customer Service Experience
The new platform allows customers to independently perform a wide range of actions, including:
- Joining the service and purchasing content packages
- Managing their personal account
- Rescheduling technician visits
- Receiving technical support
The system was designed as a fully omnichannel experience, enabling customers to move seamlessly between service channels without losing the context of their request.
Results
The digital transformation is already driving a significant shift in customer behavior and the service model:
Approximately 60% of customer interactions now take place through digital channels
About 75% of chat conversations are resolved without human intervention
Around 25% of customers regularly use the personal digital area
These results reflect a real transition toward a digital service model that reduces operational load while improving the customer experience.
A Foundation for Future Digital Growth
The new architecture was designed as a long-term strategic foundation that will allow yes to continue expanding its digital services and implement additional advanced capabilities in the future.
The project created alignment between business and technology teams and laid the foundation for further innovation – including expanded use of data and AI.
