2. Priority
• Undertake internal improvements to be ready for any kind of
untoward situation in the future
• Retain existing customer-base
• Adopt measures for growth despite current unhealthy competition
3. Major areas for focus
• Customer Experience / Service improvements
• Operational Excellence
• Growth
5. Customer Experience / Service improvements
• Review of “Customer Touch Points”
• Environment
• People
• Process
• Service Improvements (Phone / Field / Online)
• One call resolution
• Skills enchancement (Communication, Customer handling, Technical)
• SLA with customers (Support within 2 hours, within same day, within 24 hours??)
• Field/Customer App
• Network Improvements
• Tracking MTTR (mean time to repair)
(average time required to solve a N/W issue)
• NMS / Notifications Management (ACK, ETR, Recovery)
6. Customer Touch Points
• Any direct or indirect contact a customer has with the company
(before, during or after the purchase)
• Advertisement a customer comes across on TV, Paper or Social Media
• Visiting counter to know about package
• Calling at Phone Support regarding a service issue
• Contributes to brand perception and customer loyalty
• Touch points in focus:
• Retail store (Payment, New Sales)
• New Installation
• Support – Online (App), Phone, Field
• Website / Social Media
7. Customer touchpoint examples
Before Purchase During Purchase After Purchase
Word of mouth Office/Counter Payment
Social Media Website Renewal Mails
Advertisement Call Center Phone Support
Marketing Sales staff Customer App
Ratings & Reviews Rate-sheet E-mails
8. Customer touchpoint - Review & Improve
• Environment
• Welcoming, Organized, Comfortable and allows for cordial communication
• People
• Adequately skilled, Polite & Friendly
• Process
• No jargons, nothing cumbersome
• Call-back, Follow-up
9. Service Improvements
• Service Improvements (Phone / Field / Online)
• One call resolution
• Customer only makes 1 phone call/chat/message – after that, we follow-up
• Skills enchancement (Communication, Customer handling, Technical)
• Phone Service Etiquettes – standard format for all agents
• Call Evaluation / Feedback / “Phone Support ITSR of the month” Program
• L1/L2 Support segregation
• Separate teams for Follow-up, Chat/E-mail Support
• Trainings – communication, customer handling, safety
• SLA with customers
• Support within 2 hours, within same day, within 24 hours??
• Field/Customer App
10.
11. • Network Improvements
• Tracking MTTR (mean time to repair)
Tracking MTTR helps to:
• Helps lower unplanned downtime
• Helps track the efficiency of Network Team
• Helps eradicate any operational or logistical issues within company
• Makes people accountable
Tracking MTR:
Amount of time the service was not available in a given period /
number of incidents within that period
12. • NMS / Notifications Management (ACK, ETR, Recovery)
• SMS/E-mail to customers acknowledging service issues and ETR, Recovery
• Helps lower calls at Phone Support
• With information handy, customers give up trying in vain and instead wait for
next communication, thus saving any frustration
• Adds to customer satisfaction – at least we are honest!
ACK
Dear customer, we are currently
experiencing network issues in
your area. Internet is unavailable
at the moment. We will update
again.
ETR
Dear customer, the estimated time
for service recovery is 2 hours
from now. We will update when
maintenance is complete. Thank
you!
RESTORATION
Dear customer, maintenance is
now complete and service is
restored. Please try now and call
Phone Support in case of any
problem. Thank you!
14. Operational Excellence
• Business Process review/improvements
(Sales, Renewal, Installation/Shifting, Support)
• Scope for Automation
• Manpower mapping
• No. of customers vs. No. of employee
• No. of jobs vs. No. of employee
• Meeting Rhythm
• Daily huddle
• Weekly meeting
• Monthly meeting
• Quarterly town-hall
15. Operational Excellence
• Business Process review/improvements
• Sales
• ATL Sales Process Review (Counter Sales, Call Center, Referrals, Website/Social Media)
• BTL Sales Process (D2D Sales)
• Sales pitch / Package focus / Discounts/Incentives
• Installation
• Process for installation – tasks upon receipt of service order. SLA
• Actions upon ”No installation” (due No Port / No Network / No Pole etc.)
• Router placement / Requirement of secondary router
• Customer education
• Documentation
• Payment
• Renewal
• Current “Follow-up” mechanism
• Is Proactive follow-up in place (before 1 month, 1 week, 3 days, 1 day)?
• Back-up packages in case customer is determined to switch
• Authority for one-time discount, months addition etc.
17. • Scope for Automation
• Is there any scope for automating a business process?
• Manpower mapping
• No. of customers vs. No. of employee
• No. of jobs vs. No. of employee
• Meeting Rhythm
• Daily huddle
• Weekly meeting
• Monthly meeting
• Quarterly town-hall
18. Growth
• Creating next group of “Leaders” to take things forward
• Delegation of Authority
• Branch/Reseller/Partners network - Get close to customers!
• Marketing/Promotion
• Churn Management
19. Growth
• Creating next group of “Leaders” to take things forward
• Delegation of Authority
• Branch/Reseller/Partners network - Get close to customers!
• Marketing/Promotion
• Churn Management
• Churn Analysis – why customers leave us?
• Pro-active follow-up
• Customer Care activities
20. • Creating next group of “Leaders” to take things forward
• Identifying possible leaders within company. Hiring if needed.
• Training on:
• Leadership skills
• Team Management
• Financial Management
• Setting targets/KPIs
• Local PR and Community engagements
• Continuous coaching and mentoring by HO Core Team
• Create a team of:
• Regional Managers
• Branch Managers
• In-house Trainers
• Other Functional leaders
