Challenges in Telecom
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Transcript of Challenges in Telecom
Observation
Copyright © 2015 Scriptura Engage
The Telecom industry is the digital user and
provider on the market, but that makes the
sector established businesses more vulnerable.
New players are rising up out of nowhere and are
often more agile, more flexible, and approach
their customers exclusively digitally.
The overall challenge is to improve digital and
mobile interaction during the complete customer
journey at all customer touch points and
communications and to show flexibility and
speed.
Main pains
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• Acquiring new customers
• Decrease customer and internal admin
• Launching new products and services
• Stand out amidst competition
• Reducing operational costs
• Be ready for rapidly changing business models
Blocking factors
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• Established telecom providers usually have a
high number of silos, which stands internal
collaboration in the way
• Business processes are slow and not flexible,
so there’s a long approval flow and a list of
stakeholders to take into account
• There’s lack of a well-balanced mix of touch
points … that are all personal(ized)
• The mindset has to change from ‘our big
brand’ power to ‘our customer’ power
A true story
Copyright © 2015 Scriptura Engage
I had a fix and a mobile phone as well as my internet provided by one company,
which I had been a customer with for 15 years. For the dismissal of my fix line I went
to one of its shops. The representative removed it without any hesitation and also
suggested me to have my internet and mobile invoices merged, for a more
comfortable service. I agreed. She then confirmed the combined pricing valid as of
the upcoming month and said I could expect some more info about it by mail.
Instead of an email I received a communication on paper confirming the dismissal of
my fix line (2 pages). A few days later I received my new number - as in the backend
the internet connection is still linked to a fix line (2 pages). Another couple of days
later I received a letter explaining the combined invoice that would follow and the
new pricing (3 pages and another amount than confirmed by the representative).
Customer Experience
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Today’s customers don’t accept such clumsiness anymore and switch to
another provider in a glimpse.
• Be digital all the way
• Make sure to align communication processes
• See to it that all touch points give the same message
This won’t only improve customer experience but also reduce costs and
(unnecessary) worktime drastically.
Customer Experience – Personal touch points
Copyright © 2015 Scriptura Engage
Even though today’s customers are ‘searchers’ thanks to the internet, they
expect a personal approach at each touch point, even online.
Each interaction can and should be personalized: all your documents and
communications.
You may also want to consider inviting online (potential) customers to
request a visit at home or at a company’s premises. Make sure to leave all
paper behind and present yourself with a tablet at hand containing the
necessary product info and onboarding functionality.
Will you be the early adaptor?
Copyright © 2015 Scriptura Engage
• People and businesses are becoming digital,
and mobile facilitation is one of the upcoming
trends.
• Mobile is a reality and digitization is a step in
the good direction.
• Mobile can mean many things:
online services
dynamic communications
a mobile app
…
Mobile is a solution
Copyright © 2015 Scriptura Engage
People in the field:
• Can do their administration at the customers’, so no double work to be done
• Need as much time as possible with their customers
Customers:
• Desire a quick onboarding with the least paperwork
• Want to self-service, for example with dynamic communications, apps …
Example – client onboarding
The sales person or agent can go to the customer (no matter where he is), go through the policy of his choice,
make some adjustments, send an offer or – ideally – have contract signed at the end of the conversation with
his customer. Customer experience guaranteed.
Engage your customers
Copyright © 2015 Scriptura Engage
Why? Customers can easily replace a telecom provider,
or become its ambassador. Make them feel you care.
Personalize your interactions
Empower your customers
Be accessible and flexible
Interactive Document Assembly
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• Compose communications easily by using flexible text blocks
• Choose salutation, language, (in)formal speech, etc.
• Use past customer communications to check relevancy, interests, etc.
• Secure critical content with modification alerts in the approval flow
• Authorize internal customization in restricted areas
Differentiating features: Comparing and Versioning
Compare customer profile data with the document you’re working on
Compare two versions to show the individual impact on the end result
Compare your communication to another communication already sent to the customer
Electronic Forms
Copyright © 2015 Scriptura Engage
• Use electronic forms for web or mobile purposes
• Surveys, requests for contact, purchase, info, etc.
• You allow customers to self-service, to get in touch if they want to
• You can act faster in face-to-face appointments without any paper
Differentiating features:
Design intelligent forms without programming
Reduce paperwork and print costs, save time, decrease administration
Benefit from all HTML5 advantages
Dynamic Communications
Copyright © 2015 Scriptura Engage
Customer Experience and Customer Engagement is achieved as the communications are
interactive, personalized, secure, easily accessed and customizable.
• You can offer your customer a lot of information in a compact way
• Even complex information can be made accessible and understandable
• You enable your customer to find personalized information
• The communications can be made available via a portal or a mobile solution
• Interactive communications demonstrate your organization’s dynamics
• There’s no irritation anymore caused by ‘another piece of paper’ or ‘another download’
Applied examples: bank statements, fund evolution reports, consumption behavior, etc
Multichannel Delivery
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• Send your communications through the channel(s) your customers prefer
• Email, online, mobile, print, text messaging, push notifications
• Archive your communications digitally
Differentiating features: Multibranding & Multilingual
Make your brand consistent across all communications
Give your brand a high-qualitative output
Make your brand unique
Speed up operational processes
Copyright © 2015 Scriptura Engage
Why? By making your processes more efficient, you
speed up your go-to-market and acquire new customers
faster
Improve (complex) documents handling
Empower your colleagues
Reduce worktime
Document Design & Generation
Copyright © 2015 Scriptura Engage
• Standardize where you can, avoid human error
• Design communication templates without programming, for multiple
brands, multiple languages: 1 template for many communications
• Make changes in a few minutes instead of hours or days
Differentiating features:
Care for accuracy
Keep control
Apply re-usable objects: 1 action, many changes
Copyright © 2015 Scriptura Engage
Doing business is about people …
organization customerCentralized
Communication
Platform
CRM
Bill
Order
Help
Reach. Connect. Engage.
Copyright © 2015 Scriptura Engage
… and people build relationships
1. Streamline your communication processes using one platform that can
integrate with all other running systems
2. Have all co-workers at the right buttons, both in IT and Business
3. Personalize your customer communications
4. Deliver your communications through your customer’s choice of channel
5. Make interaction possible in a two-way relationship
6. Discover a new ambassador in your customer
Reach. Connect. Engage.
In other words
Copyright © 2015 Scriptura Engage
Implement a platform that can:
• easily integrate with any of your running
applications
• handle complex and sensitive data
• create any document
• create any communication or message
• distribute in any format via any channel
• offer a user-friendly interface
• enable interaction
• allow future technologies
Reach. Connect. Engage.
Increase customer interaction
Copyright © 2015 Scriptura Engage
• Reduce your administration time and that of
your customers
• Approach your customers the way they want it
• Keep your customers posted in a balanced
communication strategy
• Spend more time interacting with your
customers and stakeholders
• Make doing business with you a delight
Reach. Connect. Engage.
Give your organization oxygen
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• Drastically reduce printing, sending and
archiving costs
• Consider a balanced combination of
standardization and flexibility
• Save time and money by authorizing people
who know your customers to compose and
distribute communications
• Faster administration generates improved
internal organization and better customer
relationships, higher customer retention
Reach. Connect. Engage.
Copyright © 2015 Scriptura Engage
How does Scriptura Engage enable you?
• Standardize document template design for all messaging across the entire organization, no
matter how many brands, how many languages, how many teams involved. Customers
benefit from your organization’s operations efficiency.
• Personalize documents and communications without IT intervention, protected by team or
individual access restriction and by modification alerts and approval flows. Customers
benefit from your organization’s accuracy and quality and your tailored approach to their
delight.
• Digitize documents, forms and communications delivery. It doesn’t only structurally reduce
costs, it gives you a 360° view on customer communication, it speeds up delivery and
archiving and enables you to communicate through multiple contemporary channels.
Customers benefit from your organization’s flexibility, transparency and availability.
Reach. Connect. Engage.
Copyright © 2015 Scriptura Engage
How does Scriptura Engage enable you?
• Mobilize your co-workers in the field and your customers on the way. Capture information
offline or online on a mobile device using branded forms and push it to all depending systems.
It can be used for tons of reasons, like client onboarding, inspection, inquiries, … and
integrated with digital signing. Customers benefit from a personal face-to-face approach
and a substantial decrease in administration and paperwork.
• Energize all your stakeholders, that’s our motto. Your customers in the first place. Show them
you care. Communicate with them in the best way. Encourage them to self-service and at the
same time remain available all the way. Moreover, if you manage to really enable and equip
your co-workers, give them thought flexibility, ease up their daily work, they will have and
take more time and pleasure in looking after your customers.
Reach. Connect. Engage.
Scriptura Engage is many solutions
Copyright © 2015 Scriptura Engage
Enterprise Communication Platform
Document Design and Generation
Interactive Document Assembly
Multichannel Delivery
Mobile Electronic Forms
DoccleConnect
Reach. Connect. Engage.
More info? Contact us:EU phone: +32 3 425 40 00US phone: 011 32 3 425 40 00email: [email protected]
Copyright © 2015 Scriptura Engage