Telecommunications Industry

The Telcommunications industry faces unrelenting pressure to grow revenue in an environment of intense competition. As such, they need to consider introducing alternative service offerings that will strengthen their hold on existing customers and help them attract new ones. But major investments are needed in new infrastructure to deliver these converged services. Despite these higher costs, they have to improve customer profitability. And this, in light of revenue leaks from various sources, is a formidable challenge. Information has to be accurate and available in a timely manner to help drive the decisions that will address problem areas, prioritize investments for new service offerings, save at-risk customers, and generate profits.

CustomerImpact Solution Enables:

• Information about acceptance rate and usage rate of each service currently offered by customer demographic and by region
• Tracking of service activation errors, usage and traffic errors, billing errors and collections problems to manage leakage
• Identification of service issues
• Reports on problem resolution, including information on time to resolve, number of calls to resolve, customer satisfaction with quality and speed of resolution—by call center, product/service
•  Root cause analysis of problems

Benefits

 Transforming data to insights

• Real-time access to information, so call centers and Engineering can understand which service offerings are causing the most problems and what the nature of those problems are
• Ability to correlate operational measures and customer intelligence with key metrics
• Quick assessment of problems by product

 Satisfying and retaining customers

• Ability to identify at-risk customers while there is still time to save them
• Improved service for high-value customers
• Ability to meet customer demands with targeted new services based on customer intelligence
• Greater customer retention

 Improved Performance Management

• Increased productivity through connected software pulling operational, financial, and customer feedback data from separate databases, thereby reducing staff time spent with manual processes that take time and are error-prone
• Competitive advantage due to understanding strengths and weaknesses against  competitors and taking appropriate actions
• Better alignment of decisions, actions, and investments with strategies
• Timely access by all decision-makers to enterprise’s state of health through dashboards
• Immediate receipt of alerts when measures fall outside the acceptable range
• Reduction of revenue leaks
• Analysis of staff performance and incentive plans

 Financial Management

• Increased revenues
• Focus on high-profit customers
• Improved  profitability of service offering
• Higher profits through cross-selling and up-selling new service offerings to those most receptive

Back to top