A 6-step guide to deliver a seamless telco customer experience

Customers pay great attention to the experience they receive from a brand during their purchase journey, increasingly demanding efficient and fast customer service, characterised by deep personalisation – no matter where and when. If operators are not prepared to meet these expectations, they have to be prepared to lose some of their most valuable customers.

The automation of key business processes plays a vital role for telcos in transforming into a customer-centric organization. According to the Harvard Business Review, loyalty-leading companies that create systems for measuring customer value and invest in the necessary enabling technology, grow revenues roughly 2.5 times as fast as their industry peers.

Enxoo for Communications enables telcos to accelerate their business transformation journeys to ensure consistent  service at all stages of contact with the customer – from acquisition to delivery through to retention – regardless of the sub-industry, whether it is Wholesale Telecom, Wholesale Access or B2B Telecom.

Here are 6 steps that help telcos to deliver a seamless customer experience:

1) Empower your customers with self-service
The self-service is essential today. Give your customers the freedom of configuring and quoting your most complex products and services all by themselves. Speed up the purchase journey with easy order placement, so simple that no assistance of your sales reps will be needed!

2) Built-in an omnichannel customer experience
Standardize sales processes and communication across all channels to create a seamless experience for your customers. ‍Combining all these touchpoints in an omnichannel solution improves customer interaction and boosts sales.

3) Shorten your reaction time to incidents
Control and organize complex workflows in the areas of incident and problem management with automated support plans. In this way, you will reduce the number of penalties and improve your company’s reputation.

4) Increase your customer service resources efficiency
Optimize the performance of your customer service team by providing them with the necessary tools to efficiently manage customer inquiries. Give your customers access to fault reports, invoices, service lists and complaints.

5) Automate your Service-Level Agreement (SLA) management
Most customers perceive fast response times as a clear sign of service quality. Save time spent on manually processing data by automatically generating, monitoring and reporting SLAs. Proactively detect issues affecting SLAs and resolve them quickly to maintain high customer satisfaction.

6) Enable a complete Contract Lifecycle Management (CLM)
According to the International Association of Contract and Commercial Management ineffective contract lifecycle management can cost businesses up to 9.2% of their revenue. Consider solutions that allow you to easily move, change, and upgrade customer contracts with accuracy and speed by approval processes within the quote-to-cash workflow.

Grow your business with Enxoo

Enxoo can help you to enhance the customer experience, increase productivity and operational efficiency by offering effective solutions and support on your business transformation journey. We are a team of experts in Digital Transformation, Automation and OSS/BSS. We can advise you on how to realize your vision, making sure all systems and processes are in the right place so you can interact with your customers and other carriers in the best possible way.

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