VTR Modernized Customer Service Without Replacing Its Core Systems
AAXIS created a digital layer that let customers manage accounts, billing, service changes, faults, and content access themselves—while protecting legacy systems that were never built for digital-scale traffic.
VTR · Business Impact
3M
Subscribers Supported Nationwide
The digital experience serves a customer base approaching three million subscribers across Chile.
7–10M
Account Entities Kept in Sync
Customer, billing, and service account data are held in an independent event-sourced view so digital channels can respond without overloading core systems.
2 Brands
One Shared Digital Foundation
A second national brand was added to the same infrastructure while preserving its own customer hierarchy and operating model.
The Business Challenge
Customers wanted instant answers from systems that could not safely answer at digital speed.
VTR customers needed to check bills, change plans, report faults, add streaming services, and manage subscriptions online. But the core billing and operations systems behind those requests had no modern API surface and could not safely handle repeated high-volume digital traffic.
They could not push changes outward, retries could duplicate transactions, and the systems had to be carefully rate-limited to avoid failures. That meant routine customer requests often ended up in the call center because the digital channel could not reliably reach the source systems.
AAXIS inserted a reactive integration layer between the digital experience and the systems of record, allowing the customer-facing channel to run at digital speed while the underlying platforms continued operating at the pace they could sustain.
Digital speed in front. Controlled load behind.
The customer experience gets real-time access to account, billing, service, identity, and content capabilities without forcing legacy platforms to behave like modern APIs.
How AAXIS Enabled It
The technology shifted routine service away from the call center without replacing the systems underneath.
Each capability was built around a business outcome: more self-service, lower support demand, safer modernization, easier brand expansion, and a digital channel that could evolve independently from the legacy estate.
- Routine Requests Moved to Self-ServiceCustomers can manage accounts, billing, ordering, service changes, and fault reporting themselves instead of relying on an agent.
- Legacy Systems Were Protected From Digital TrafficRate limiting, back-pressure, safe retries, and recoverable failure states prevent core systems from being overwhelmed by modern channel demand.
- Customer Data Became Available at Digital SpeedAn independent event-sourced view of millions of account entities gives the channel responsive access to current customer, billing, and service information.
- A Second Brand Reused the Same PlatformClaro customers were added to the same shared digital foundation without rebuilding the core architecture or forcing the two brands into one account structure.
- Identity Verification Moved Into the Sales JourneyRemote channels can validate identity documents against live selfies in-session, reducing friction and allowing more transactions to complete digitally.
- Streaming Entitlements Became AutomaticAccess to more than fifteen content providers resolves directly from the customer's subscription, reducing manual entitlement handling and support effort.
The Business Impact
VTR gave customers a modern self-service experience without forcing a risky core-system replacement.
By separating digital demand from legacy-system limitations, VTR reduced call-center dependence, enabled faster customer service, supported new digital sales and identity workflows, and created a shared platform that could expand across brands while the systems of record remained in place.