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Omni-Channel Customer Care for telco marketing, Sandarenu Madan Arachchige, TADSummit Asia 2019


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Sandarenu Madan Arachchige, Software Architect, hSenid Mobile. presented on omni-channel customer engagement platform for Telco’s Marketing.

It’s a common problem facing many telcos’ customers. They have multiple SIMs and accounts (pre and post-paid). Yet self-care is through multiple separate interactions. Telcos have been successful is getting customers to adopt addition services. But in the classic engineering / marketing divide. The customer experience is not yet unified.

Sandarenu showed how hSenid Mobile is solving this problem, cross the multiple interfaces customers’ use: USSD, web portal, and mobile app. Enabling a unified experience across those interfaces, and integration with bots that can generate savings of 30-40%, in addition to the customer experience improvements.

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Omni-Channel Customer Care for telco marketing, Sandarenu Madan Arachchige, TADSummit Asia 2019

  1. 1. Omni-Channel Customer Care Platform for Telco’s Marketing By Chathurika Sandarenu
  2. 2. Why ? ü Customer engagement & satisfaction ü Customer convenience ü Unified service delivery ü Empower the marketing department ü Operational Efficiency
  3. 3. Customer Engagement & Satisfaction Minimum switching cost for consumers High competitiveness in Telecom industry
  4. 4. What is your differentiation? 89%of businesses are expected to compete mainly on customer experience. -(Gartner) 96%of consumers say customer service is an important factor in their choice of loyalty to a brand -(Microsoft 2017) Telecom is a sector with lowest customer satisfaction rates
  5. 5. Check balances Change/purchase packages and add-ons View full transaction history Top-up Customer General Requirements
  6. 6. Manage multiple accounts Local language support Credit-cards & bank integrations Enhancing Customer Convenience Bots
  7. 7. Unified Service Delivery What is the most effective self-care channel? Mobile Apps are becoming the most used platform Experience should be channel independent USSD Web Portal Mobile app (Android/iOS)
  8. 8. Empower your marketing department • Marketing and Engineering teams need to work together • Marketing users decides on packages and content • Engineering users would manage the integrations • Minimum involvement from engineering • Analytics and Insights from platform to drive the decision making
  9. 9. Reduced time to market Reduce load on call center Stay ahead of the competition Reduce time on identifying consumer trends Operational Efficiency
  10. 10. Thank you