Despite e-care’s advantages, however, many companies struggle to give their customers a consistently good digital experience. 

Read this McKinsey Report linked below.

The same research revealed that while more than two-fifths of service interactions with telecommunications companies begin on an e-care platform, only 15 percent are digital from start to finish. We’ve also found that use of digital service channels lags a long way behind awareness. In Europe, for example, 98 percent of mobile phone users in one survey knew their provider offered a service website, but only 37 percent made use of it. In the United States, meanwhile, only 18 percent of mobile users said they used their providers’ online service platforms.

Today's digital platforms mean you can tackle these issues right away without having to throw away core legacy systems.  

See "Insurance- Transforming the Customer's Digital Experience"