Challenges in Telecom

Customer challenges in Telecom

November 2015

Copyright © 2015 Scriptura Engage

Observation


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


• 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


• 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


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


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


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?


• 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


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


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


• 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


• 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


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


• 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


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


• 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


Doing business is about people …

organization customerCentralized

Communication

Platform

CRM

Bill

Order

Help

Reach. Connect. 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


In other words


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


Customer Experienceyour best investment


Increase customer interaction


• 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


Give your organization oxygen


• 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



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.



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.


Scriptura Engage is many solutions


Enterprise Communication Platform

Document Design and Generation

Interactive Document Assembly

Multichannel Delivery

Mobile Electronic Forms

DoccleConnect


More info? Contact us:EU phone: +32 3 425 40 00US phone: 011 32 3 425 40 00email: [email protected]


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Challenges in Telecom