Customer Experience

Enhanced customer experience

In almost every aspect of the operator's or CSP's business and all support functions involved throughout the customer's lifecycle, the phrase on everyone's lips is 'Customer Experience.' The need to increase uptake rates, retain customers, and boost revenues in highly competitive markets has brought customer satisfaction into the spotlight.

It is evident that customer ratings significantly impact a business's loyalty and financial performance and that word-of-mouth and public reputation play vital roles. This is compelling telcos to leave no stone unturned in delivering an excellent end-to-end customer experience.

Our Customer Experience Journey is dedicated to addressing the growing demand among operators and CSPs to enhance customer satisfaction across the entire value chain. We believe that you, as operators and CSPs, have the power to shape the customer experience and outperform competitors.

Focus areas:

Streamlined Order Journey: Streamlining the entire order journey, from availability to service delivery, encompassing appointment bookings, installation, customer communication (KCI), and order status tracking. Adherence to standards is increasingly crucial with divided value chains and expanding wholesale broadband markets. In various projects, we are looking at different aspects of the chain, delivering enhanced and innovative tools for the help desk, customers, and wholesale partners to provide a seamless experience from start to finish.
High-Quality Fiber Deployment: Ensuring smooth and hassle-free installation is the first priority for fostering positive word-of-mouth in the community. It is essential to keep customers informed throughout the process and ensure the right first installations to avoid costly revisits that could immediately impact customer satisfaction.
Flexible Product Catalog: Managing the product catalog lies at the core of any successful telco business. As competition in the market intensifies, operators and CSPs need to position themselves with a strong offering. It is crucial that the product catalog enables quick launches of new consumer services, tailored product offerings, and promotions to cater to various customer needs and market segments.
Efficient Support Tools: The helpdesk and wholesale partners should be provided with excellent support tools and 360 views to swiftly resolve any issues during ordering, delivery, or in-life. Efficient troubleshooting, jeopardy management, ticketing, and communication tools are key components for managing service disturbances, issues during order delivery, and customer inquiries.
High Automation: High-quality order orchestration and service activation automation are crucial for operating a broadband business on a large scale. Issues during provisioning and order processing often create problems that require manual intervention, leading to delayed delivery and unhappy customers. This underscores the need for efficient troubleshooting, jeopardy management tools, and automated resolution solutions.
Reliable Order-to-Invoice Process: Frequent failures in the billing or invoicing processes can easily become a burden to a growing fiber business. Not only can they immediately impact customer satisfaction, but they can ultimately lead to revenue loss. This can be avoided with a reliable billing solution that is fit for the purpose, with standardized interfaces that provide a clean cut between billing generation, invoicing, and ERP functions and cater to the variety of customer payment options.