Customer Experience.

Boosting telecom CX with strategic TM Forum integration

Our Customer Experience project targets central areas to increase customer satisfaction, starting from the lead to an active customer and throughout the customer's lifecycle. This includes booking appointments, ticketing, interactions, and more. We examine all interaction points throughout the customer journey to ensure a smooth and satisfying experience. The enhanced customer 360 view ensures customer service has all the information required to ensure customer satisfaction.

Many telecom operators and service providers face challenges in providing a satisfactory customer experience, which impacts loyalty and financial performance. Today's customers demand smooth and reliable 24/7 support, robust data privacy and security, and consistent experiences across all channels. This requirement extends beyond residential consumers; wholesale operators seeking to attract Retail Service Providers (RSPs) or operators serving businesses, municipalities, and estate owners also recognize the importance of an excellent customer experience. 

To beat the competition, operators must prioritize a personalized customer experience, tailored product offerings, proactive issue resolution, and instant support that responds to customers' individual lifestyles. Success depends on understanding diverse consumer needs and providing tailored self-service options.

Areas of exploration:

• Smooth lead management and conversion process, ensuring efficient lead registration, tracking, follow-up, and reporting.

• Personalized customer interaction and communication options, creating a customer-centric approach to communication.

• Tailored product offerings and self-service options, ensuring flexibility in the product catalog to cater to various customer needs.

• Instant support and proactive issue resolution to promptly identify and address customer concerns before they escalate.

• Efficient appointment booking and monitoring of follow-up activities ensure a seamless customer experience throughout the entire process.

• A comprehensive view of customer interactions and history.

• Enhanced 360 agent views and optimized user experience of the customer portal for ease of use.

This project is closely connected to specific TM Forum domains and associated API specifications, including:

• TMF629 Customer Management

• TMF699 Sales Management

• TMF620 Product Catalog Management

• TMF646 Appointment Management

• TMF651 Agreement Management

• TMF678 Customer Bill Management

In summary, our goal is to enhance the telecom customer experience by focusing on personalized interactions, tailored product offerings, and efficient support in alignment with specific TM Forum domains and API specifications.

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