NTT DOCOMO Modernises Services with Beyond Now’s Platform

Japanese telecommunications operator NTT DOCOMO has successfully deployed a new digital platform to modernise its comprehensive compensation service, enhancing operational efficiency and delivering a superior customer experience.

The project, in collaboration with digital platform provider Beyond Now, demonstrates how telcos can leverage Software-as-a-Service (SaaS) solutions to manage complex, value-added services and expedite their digital transformation journeys.

The partnership focuses on NTT DOCOMO’s ‘smart Anshin Hoshou’ service, a sophisticated offering that protects customers’ digital lifestyles far beyond standard smartphone insurance.

By implementing Beyond Now’s AI-powered ecosystem orchestration platform, NTT DOCOMO has built a scalable and agile foundation to manage customer interactions and support requests across multiple channels, setting a new industry standard for service delivery.

Addressing modern service demands

Launched in September 2022, the ‘smart Anshin Hoshou’ service is a testament to NTT DOCOMO’s commitment to customer-centric innovation. The service offers a comprehensive coverage plan that extends beyond just the primary smartphone or tablet.

It further provides compensation for the accidental damage or malfunction of a customer’s other digital devices used at home, protects against unauthorised payments made via smartphones and even covers damage to personal belongings.

Managing such a multi-faceted service, with its varied claim types and customer interaction points, presented a significant operational challenge. A traditional, siloed approach to IT and business support systems would struggle to provide the agility and seamless experience necessary.

Recognising the need for a unified and robust system, NTT DOCOMO sought a platform capable of handling the complexity while improving the speed of market launches and the overall digitisation of its services.

Beyond Now’s Digital Business Platform was selected to provide the robust, centralised engine needed to drive these ambitious goals.

Enhancing efficiency and customer experience

NTT DOCOMO selected Beyond Now for the development of a new system to manage its support requests and customer interactions, citing the platform’s robust architecture and its proven performance as a common IT platform across the wider NTT Group.

The decision to deploy the solution as a SaaS platform was strategic, providing greater scalability for future growth and the ability to add new services quickly without incurring substantial additional development costs.

A key outcome of the implementation is the creation of a seamless multi-channel experience for NTT DOCOMO’s 91 million customers.

The platform serves as the foundation that allows users to access services effortlessly through their preferred channel, whether it be visiting a physical DOCOMO Shop, contacting a customer centre, or using the official website.

“The Digital Business Platform, delivered as SaaS by Beyond Now, plays a critical role in supporting the systems that underpin our service,” says Toru Yamagishi, Project Lead from the Aftermarket Services Department at DOCOMO.

"We deeply appreciate Beyond Now’s unwavering support and expertise, which were instrumental in ensuring the smooth execution of this project.”

A blueprint for industry monetisation

The collaboration offers a powerful example of how operators can modernise their business support systems to drive new revenue streams and improve operational agility.

As the telecommunications industry seeks new ways to monetise network capabilities beyond core connectivity, platforms that support flexible, multi-partner service ecosystems are becoming essential.

“We are pleased to have strengthened our relationship with the NTT Group, further supporting the modernisation of the business support systems of its affiliated companies,” says Angus Ward, CEO of Beyond Now.

"DOCOMO is advanced in its approach to driving operational agility, enabling the rapid launch of new solutions, introducing new business models and reducing time-to-market.

"The DOCOMO Group continues to set benchmarks for the industry, discovering new ways to monetise its networks and services and adding real value for customers.”

Building on a long-term collaboration

The successful deployment builds upon a relationship that began in 2019 between Beyond Now and the NTT Group.

Over the years, Beyond Now’s platforms have been instrumental in simplifying, modernising and unifying the IT systems of several of the Group’s subsidiaries.

These efforts have consistently delivered significant operational efficiencies and unlocked new revenue growth opportunities.

The ongoing collaboration supports the NTT Group’s broader transformation goals, which have enabled the organisation to rapidly introduce new technologies, services and innovative business models.

Such initiatives are crucial for meeting the dynamic and evolving needs of both consumer and enterprise customers, as well as an expanding ecosystem of partners.

A partnership for the future

The NTT DOCOMO and Beyond Now partnership demonstrates the critical role that digital platforms play in enabling telcos to innovate and thrive.

By adopting a scalable SaaS model, NTT DOCOMO has not only enhanced the operational efficiency of a complex service but also future-proofed its ability to launch new offerings quickly.

The project serves as a clear indicator that strategic partnerships and advanced platform technology are the key enablers for operators seeking to deliver exceptional customer value and achieve sustained growth in a rapidly evolving market.