The document discusses three primary challenges facing telecom companies: customer retention, revenue assurance, and flawless execution. It notes that issues affecting these metrics exist across the entire customer lifecycle. The presentation will then introduce a unique solution that addresses all three challenges simultaneously.
White Paper conducted by an independent research firm of Technology Business Research. The paper highlights IBM\'s x86 servers have been rated No 1 by its clients in customer satisfaction survey based on quality and services for the last 5 consecutive quarters.
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More lean IT presentations and videos on www.lean-it-summit.com
White Paper conducted by an independent research firm of Technology Business Research. The paper highlights IBM\'s x86 servers have been rated No 1 by its clients in customer satisfaction survey based on quality and services for the last 5 consecutive quarters.
Lessons in Enterprise Architecture and IT Service Management by Charles Betz,...Institut Lean France
IT organizations often struggle to be systems of value for their enterprises. Charles discussed the evolution of his Lean perspective across years via cases from some of the world’s largest IT organizations, and how enterprise architecture, ITIL, and similar approaches are necessary but not sufficient for truly Lean IT.
More lean IT presentations and videos on www.lean-it-summit.com
A presentation by Oscar Prieto Perez and Nelson Batista from GE Healthcare: Change management methodology and practice, experiences from a large multinational organization.
More Lean IT presentations and videos on www.lean-it-summit.com
SmartSugar built on SAP platform, is a comprehensive, preconfigured ERP solution with integrated cane management system. SmartSugar as an integrated solution manages every aspect of your business, including your financials, crop to sugar sale, manage by-products, control production cycles and plant maintenance.
Let's face it, not all of us made it past first grade finger-painting when it comes to visually appealing architecture models. In practical terms, creating models that lend themselves to multiples audiences is challenge that sometimes requires more artistic flare than hard technology facts. It is not a one-size-fits-all proposition, and demonstrating architecture value to various customers, partners, executives and implementation teams is a critical skill. Unfortunately, architecture tools often compound the problem by generating artifacts that resemble a cross between ancient Greek and Egyptian hieroglyphics.
The session will step through visually engaging architecture diagrams useful in linking and communicating business objectives to expected outcomes during the different TOGAF ADM phases.
The Lean Supply Chain operates as a system within which we must understand not only the individual components, but their internal interaction and impact to the whole. A Lean Supply Chain works relentlessly to eliminate non-value activities, or waste, through rigorous process discipline and first-time quality. The Lean Supply Chain flows to the demand of the customer, where all functional activities are triggered, with the goal steadfast on delivering the highest value at the least cost to stakeholders.
As your third party logistics provider (3PL), we drive lean principles and enable lasting cultural change while building a world class supply chain that is fast, flexible, stable, visible, and collaborative. We plan, implement, and successfully operate core supply chain processes with a lean twist. We put network ownership back in your hands where it belongs. Whether located on or off-site, our experienced staff is dedicated to the elimination of waste, process discipline, and quality at the source.
Experion Presentation at JavaOne 2011: Mobile enabling the enterprise workfor...Experion Technologies
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Mobile-enabling the workforce plays a key role in efficiently running a modern-day organization. Many organizations that have implemented ERP systems and other enterprise wide information systems have failed to reap the benefits, due to the unavailability of last-mile connectivity to their field force. This session explores the key architectural challenges in implementing a mobile workforce solution and examines how Java ME was leveraged by one organization to deliver a cost-effective yet powerful and efficient mobile application to customers.
The sessions included key topics such as Java ME Web services or WSA (JSR 172), User interface development with LWUIT, On-device data persistence with RMS and Location-based services.
Kaizen case study submitted by DEWA during 3rd Continual Improvement & Innovation Symposium organized by Dubai Quality Group's Continual Improvement Subgroup to celebrate World Quality Day 2011.
Mobile Impact of Customer Lifecycle at CitiAlex Quintana
Presentation walks through 3 stages of customer lifecycle at Citi and showcases how Mobile (smartphones) has impacted each stage:
1. Acquisition - example highlights responsive design
2. Wallet Growth - example highlights the importance of data
3. "Sticky Services" - examples highlight creative ways to engage customers with mobile.
Giving Customers What They Want: Integrating Content into the Customer LifeCy...Noz Urbina
Modern product development (especially in the software industry) is a faster-paced and more iterative process than ever before. In business-to-business and business-to-consumer markets, globalization puts added pressures on innovation and the ability to give specific audiences the customer experience they are after.
Using both theory and case studies, this presentation will address ways of increasing the customer experience by:
Being the user advocate in product design for a more consistent, streamlined user experience.
Ensuring your content management process can handle the future of content delivery, embedded
User Assistance (eUA) and dynamic, multi-device, mobile-ready content experiences.
Using tech comm to bridge development, support and content by soliciting and actioning customer feedback.
Structuring for success in the face of diversifying, accelerating product development requirements with topic-based authoring, structure, metadata and content management.
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In this presentation, Silverpop highlights several steps marketers should be taking in order to ensure engagement levels and the bottom line continue to rise, including the following:
Connecting revenue to the specific marketing channels and campaigns driving it
Integrating digital marketing and ecommerce systems
Developing campaigns targeted at crucial points in the buyer journey, such as first purchase, repeat customer and win back
Measuring and tracking customer engagement levels in order to target communications and understand resulting impact on engagement
The customer lifecycle - from visitor to customer. Techniques for driving traffic, trials, nurturing, conversion, success monitoring and handling churn.
Presented by David Mytton at Startup Camp Berlin 2015-03-13.
A presentation by Oscar Prieto Perez and Nelson Batista from GE Healthcare: Change management methodology and practice, experiences from a large multinational organization.
More Lean IT presentations and videos on www.lean-it-summit.com
SmartSugar built on SAP platform, is a comprehensive, preconfigured ERP solution with integrated cane management system. SmartSugar as an integrated solution manages every aspect of your business, including your financials, crop to sugar sale, manage by-products, control production cycles and plant maintenance.
Let's face it, not all of us made it past first grade finger-painting when it comes to visually appealing architecture models. In practical terms, creating models that lend themselves to multiples audiences is challenge that sometimes requires more artistic flare than hard technology facts. It is not a one-size-fits-all proposition, and demonstrating architecture value to various customers, partners, executives and implementation teams is a critical skill. Unfortunately, architecture tools often compound the problem by generating artifacts that resemble a cross between ancient Greek and Egyptian hieroglyphics.
The session will step through visually engaging architecture diagrams useful in linking and communicating business objectives to expected outcomes during the different TOGAF ADM phases.
The Lean Supply Chain operates as a system within which we must understand not only the individual components, but their internal interaction and impact to the whole. A Lean Supply Chain works relentlessly to eliminate non-value activities, or waste, through rigorous process discipline and first-time quality. The Lean Supply Chain flows to the demand of the customer, where all functional activities are triggered, with the goal steadfast on delivering the highest value at the least cost to stakeholders.
As your third party logistics provider (3PL), we drive lean principles and enable lasting cultural change while building a world class supply chain that is fast, flexible, stable, visible, and collaborative. We plan, implement, and successfully operate core supply chain processes with a lean twist. We put network ownership back in your hands where it belongs. Whether located on or off-site, our experienced staff is dedicated to the elimination of waste, process discipline, and quality at the source.
Experion Presentation at JavaOne 2011: Mobile enabling the enterprise workfor...Experion Technologies
The session "Mobile enabling the enterprise workforce - harnessing the power of Java ME" was taken by Sreekumar Pillai, CTO, Experion Technologies, and Manoj Balraj, VP - Global Business, Experion Technologies, at the 2011 JavaOne conference held in San Francisco, California.
Mobile-enabling the workforce plays a key role in efficiently running a modern-day organization. Many organizations that have implemented ERP systems and other enterprise wide information systems have failed to reap the benefits, due to the unavailability of last-mile connectivity to their field force. This session explores the key architectural challenges in implementing a mobile workforce solution and examines how Java ME was leveraged by one organization to deliver a cost-effective yet powerful and efficient mobile application to customers.
The sessions included key topics such as Java ME Web services or WSA (JSR 172), User interface development with LWUIT, On-device data persistence with RMS and Location-based services.
Kaizen case study submitted by DEWA during 3rd Continual Improvement & Innovation Symposium organized by Dubai Quality Group's Continual Improvement Subgroup to celebrate World Quality Day 2011.
Mobile Impact of Customer Lifecycle at CitiAlex Quintana
Presentation walks through 3 stages of customer lifecycle at Citi and showcases how Mobile (smartphones) has impacted each stage:
1. Acquisition - example highlights responsive design
2. Wallet Growth - example highlights the importance of data
3. "Sticky Services" - examples highlight creative ways to engage customers with mobile.
Giving Customers What They Want: Integrating Content into the Customer LifeCy...Noz Urbina
Modern product development (especially in the software industry) is a faster-paced and more iterative process than ever before. In business-to-business and business-to-consumer markets, globalization puts added pressures on innovation and the ability to give specific audiences the customer experience they are after.
Using both theory and case studies, this presentation will address ways of increasing the customer experience by:
Being the user advocate in product design for a more consistent, streamlined user experience.
Ensuring your content management process can handle the future of content delivery, embedded
User Assistance (eUA) and dynamic, multi-device, mobile-ready content experiences.
Using tech comm to bridge development, support and content by soliciting and actioning customer feedback.
Structuring for success in the face of diversifying, accelerating product development requirements with topic-based authoring, structure, metadata and content management.
Measuring engagement and revenue throughout the customer lifecycle by SilverpopSilverpop
In this presentation, Silverpop highlights several steps marketers should be taking in order to ensure engagement levels and the bottom line continue to rise, including the following:
Connecting revenue to the specific marketing channels and campaigns driving it
Integrating digital marketing and ecommerce systems
Developing campaigns targeted at crucial points in the buyer journey, such as first purchase, repeat customer and win back
Measuring and tracking customer engagement levels in order to target communications and understand resulting impact on engagement
The customer lifecycle - from visitor to customer. Techniques for driving traffic, trials, nurturing, conversion, success monitoring and handling churn.
Presented by David Mytton at Startup Camp Berlin 2015-03-13.
Prepaid customer segmentation in telecommunications: An overview of common pr...Exacaster
There are number of frustrating factors for marketers who work with prepaid customers in
telecommunications. This Exacaster white paper summarizes the pros and cons of common segmentation strategies in prepaid markets.
Effective customer lifecycle management can power your business growth. Here are 5 moves you can do to enhance customer lifecycle management and ensure yours reaches its full potential.
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Metrics-Based Process Mapping: What, When & HowTKMG, Inc.
Recorded webinar: http://slidesha.re/KRisHj
Subscribe: http://www.ksmartin.com/subscribe
To purchase the book: http://bit.ly/MBPMbk
Metrics-Based Process Mapping (MBPM) is a powerful tactical-level tool for identifying waste in office, service, and knowledge work environments, building consensus for change, standardizing work, and quantifying improvement.
In this webinar, you'll learn how MBPMs differ from value stream maps and learn the step-by-step approach for creating current and future state maps.
You'll also be introduced to Karen Martin & Mike Osterling's new edition of Metrics-Based Process Mapping, which features an extensive Excel tool for measuring, sharing, and archiving improved processes.
Failing to transform your company’s approach into a truly customer-centric business now means that any business is at risk of losing trust, income and market share.
Over the course of the event you will explore key components of a robust and adaptable customer experience strategy that generates a real top line growth through sharp customer focus & engagement.
- Gain strategic insight into a range of industries customer experience strategies – take away transferable insights and knowledge from other industries that is not accessible anywhere else
- Arm yourself with the key tools necessary to transform customer experience so that it is ready adapt to the new technologies and opportunities that will face consumers and affect who they choose to do business with in 2013
- Walk away with the knowledge, tools and solutions needed to immediately improve your customer experience management today
This event is designed to address the fundamental shifts in the industry needed to create customer value and experience to remain competitive in challenging times:
- Designing & Implementing customer experience with a measurable impact
- Predictive customer experience – Leveraging customer data & nfo
- Transforming company culture to deliver a first-class customer experience
- Customer journey design and mapping
- Customer experience measurement tools and techniques
- Customer feedback for customer operations optimisation
Check out www.CustomerExperienceConf.com and join me in March to take the right steps towards customer experience transformation, innovation and excellence. Visit the website to register now www.CustomerExperienceConf.com. Alternatively contact us on +(0) 20 8267 4011 or email events@haymarket.com.
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The next-generation eCommerce platform must factor in business processes and supporting systems including business intelligence, master data management and customer relationship management to ensure compatibility and synergy.
In this presentation, we explore some of these challenges and provide insight on how to approach them from a business and technology perspective.
- Business process re-engineering to support the next-generation eCommerce platform
- A holistic approach to integrating eCommerce into your business
- To de-couple or not to de-couple from your enterprise applications
- Leveraging the core capabilities of your enterprise applications while still taking advantage of your overlapping eCommerce platform features
Presenter Sameer Peera is Principal of Perficient’s national Commerce practice.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Search Disrupted Google’s Leaked Documents Rock the SEO World.pdf
Customer Lifecycle Oversight Model
1. People Process Technology
Telecom Challenges
Remaining competitive in the current telecom marketplace
OPTIMIZATION
mandates three primary concentrations:
1. Customer Retention – keeping the customers you have
2. Revenue Assurance – making the most from the customers
you have
3. Flawless Execution – delivering services as efficiently as
possible
In the following presentation we will show how the issues
affecting these metrics exist across the entire customer lifecycle.
We will then present a unique solution that addresses all
simultaneously.
2. People Process Technology
Customer Churn
Telecom Customer Lifecycle
Order CP Equipment
Voice / Data Activate
Customer Follow-up
Inventory & Reserve
Reserve Bandwidth
Firm Order Commit
Loop Qualification
Coordinate Install
Customer Kickoff
Repair / Support
Billing Inquiries
Create Account
Facilities Order
Activate Billing
Data Validation
Decommission
Product Select
Field Services
Order Closure
Test & Accept
Sales Pursuit
Legal Review
Credit Check
Order Entry
Collections
Quote
FALLOUT
• Customer oversold on delivery
date, price, performance, features, capacity, etc.
• Failed customer credit and legal review follow through
• Cancellations due to missed deadlines and commitments
• Inadequate customer status updates and communications
• Inappropriate collections approach
• Billing inaccuracies and disputes
• Poor case management discipline impacting customer service
• Lack of churn assessment and proactive retention strategy
3. People Process Technology
Revenue Shortfalls
Telecom Customer Lifecycle
Order CP Equipment
Voice / Data Activate
Customer Follow-up
Inventory & Reserve
Reserve Bandwidth
Firm Order Commit
Loop Qualification
Coordinate Install
Customer Kickoff
Repair / Support
Billing Inquiries
Create Account
Facilities Order
Activate Billing
Data Validation
Decommission
Product Select
Field Services
Order Closure
Test & Accept
Sales Pursuit
Legal Review
Credit Check
Order Entry
Collections
Quote
• Wrong product/plan recommendation
•
LOSSES
Missing approvals, paperwork and forms create legal and financial liability
• Erroneous and incomplete order entry
• Rush order and cancellation carrier surcharges
• Late order modifications not reflected in billing
• Switch configuration doesn’t match billing setup
• Poor field coordination resulting in multiple dispatches
• Billing disputes and adjustments
• Lack of up-sell strategy on inbound repair & support calls
• CPE retrieval and service termination post decommission
• Collections, credit and adjustment policies not standardized and enforced
4. People Process Technology
Suboptimal Execution
Telecom Customer Lifecycle
Order CP Equipment
Voice / Data Activate
Customer Follow-up
Inventory & Reserve
Reserve Bandwidth
Firm Order Commit
Loop Qualification
Coordinate Install
Customer Kickoff
Repair / Support
Billing Inquiries
Create Account
Facilities Order
Activate Billing
Data Validation
Decommission
Product Select
Field Services
Order Closure
Test & Accept
Sales Pursuit
Legal Review
Credit Check
Order Entry
Collections
Quote
REWORK
• Order entry prior to technical review
• Missing paperwork, credit checks and approvals
• Unavailable features, equipment, bandwidth, addresses, etc.
• Erroneous and incomplete customer data and order entry
• Late customer order modifications
• Inadequate customer communications and feedback
• Missed milestones
• Poor field service coordination
• Lack of centralized customer contact history
5. People Process Technology
Whole Lifecycle Solution
As shown, issues affecting Customer Retention, Revenue
Assurance and Flawless Execution span the entire customer
lifecycle. They cross roles, departments and functions.
LIFECYCLE
Any effective solution needs similar reach.
We call it Customer Lifecycle OVERsight or CLOVER
Customer Revenue
Retention Assurance
Flawless
Execution
6. People Process Technology
Transformation Strategies
Multiple transformation strategies can be deployed individually or in combination as part of
a comprehensive and customized solution
Virtual Intelligent Parallel Application
Robotics Unified Desktop Leveraged Deployment
Interface
Contextual Analytics
and Decision Guidance
Legacy CLOVER
Data Customer Lifecycle
Interchange Overlay
Customer Revenue
Discrete Event Retention Assurance
Measurement and Rules Enforcement &
Analysis Compliance Overlay
Flawless
Execution
7. People Process Technology
Customer Lifecycle Oversight
Customer Lifecycle OVERsight (CLOVER)
Lift administrative % Administrative
burden across all Workload Reduction
tasks By Role (Typical)
80% Sales Support
CLOVER – Customer Lifecycle OVERsight 70% Credit Check
PEOPLE
• Crack team outfitted with the latest technology 100%
30%
Order Entry
Order Management
• Lifts administrative, investigative and data entry burden from 20%
10%
Facilities Ordering
Activation
highly-skilled and specialized staff 15% Test & Accept
20% Billing
• Average workload reduction of 30-40% across multiple roles 80% Collections
• Technical and strategic roles remain in place
• Impacts all critical areas of customer retention, revenue Customer Revenue
Retention Assurance
assurance and flawless execution
Flawless
Execution
8. People Process Technology
Our “Special Sauce”
Customer Lifecycle OVERsight (CLOVER)
Combining People, Process and Technology across the Customer Lifecycle
Total Approach
CLOVER
High Efficiency Team
• Technology enabled
• Cross-silo trained Measurement
• Workflow guided • Process & Workflow Tracking
• Can reduce highly paid resources • Integrated Decision Support
POINT Implementation • Data Analysis
• Process Optimization, Integration
and Networking Team
People Process
Cross-trained Continuous Improvement
• Entrepreneurial approach Continuous • Measure
• Agile implementation team using improvement • Define
• Relevant experience • Innovate
entrepreneurial leveraging DSS to
• Implement
Leveraging Geographic Economies approach with optimize workflow • Standardize
• Onshore broad experience and processes
• Near-shore
• Offshore
Case Management
Technology • Workflow Integration
• CRM Functionality
Non-invasive approach • Issue Management
speeds implementation and
minimizes burden on Knowledge Management
current IT resources • WIKI-based KB
• Web-based Document Management
Unified Desktop Interface
Client Portal Treatment Engine
• Integrated Decision Support (DSS)
• Metrics Reporting • Collections Strategy
• Tabbed application integration
• Issue Management • Retention Strategy
• Virtual Intelligent Robotics (VIR)
• Collaboration • CTI integration capabilities
• Project Management
9. People Process Technology
Pre-Order Plumbing
CLOVER INTEGRATION Customer Lifecycle OVERsight (CLOVER)
Sales Agents Customers
Status Updates Self-Service Documentation Single Point
Access of Contact
Phone
Email
Mail
IVR
Portal
CLOVER Customer Data Gathering
Status Updates Agent Preferences
& Verification
Product Selection Forms Customer Status Cross Function Business Rules
Assistance Contracts History Tracking Enablement Compliance Compliance
Document Case Project Workflow Decision Assurance
Scan, Index, Store Management Management Management Management Support
Documents CLOVER Toolset
Credit Research Review
Contract Drafting Tracking
Portal
& Compliance
Conduit
Phone
Email
Strategy Exceptions QA Review Legacy
Applications
Sales Legal Review Policy
Sales Staff Legal Retained Management
10. People Process Technology
Provisioning & Support Plumbing
CLOVER INTEGRATION Customer Lifecycle OVERsight (CLOVER)
Customers
Support & Status Self-Service Documentation Single Point
Access of Contact
Phone
Email
Mail
IVR
Portal
CLOVER Customer Data Gathering Progress Status
Customer Touch-point
Management
Treatment Based & Verification
Collections Customer Business Rules Cross Function Individualized Retention
Project Status &
Documents History Compliance Enablement Collections Strategy
Retention Analysis Retention
Doc & Project Case Decision Workflow Treatment
& Management Management Management Support Management Engine Engine
CLOVER Toolset
Scan, Index, Store
Documents Tier 1 / 2 Support Compliance Review
Portal
Conduit
Field Coordination Assurance Tracking
Phone
Email
Strategy Exceptions QA Review Legacy
Applications
Tier 2/3 Repair Billing Policy
Engineering Repair Billing Retained Mgmt.
11. People Process Technology
Customer Retention
Customer Lifecycle OVERsight (CLOVER)
Telecom Customer Lifecycle
Order CP Equipment
Voice / Data Activate
Customer Follow-up
Inventory & Reserve
Reserve Bandwidth
Firm Order Commit
Loop Qualification
Coordinate Install
Customer Kickoff
Repair / Support
Billing Inquiries
Create Account
Facilities Order
Activate Billing
Data Validation
Decommission
Product Select
Field Services
Order Closure
Test & Accept
Sales Pursuit
Legal Review
Credit Check
Order Entry
Collections
Quote
CLOVER – Customer Lifecycle OVERsight
PROCESS
• Technology-backed oversight discipline streamlines order
processing, increases communications and improves the
customer experience across the entire lifecycle
• Case management system ensures follow-through, enables
instant historical research and increases customer confidence
• Billing disputes are reduced and adjustments made according Customer Revenue
Retention Assurance
to standardized rules
• Collection treatments reflect customer history, size and value
Flawless
• Proactive churn analysis and retention strategy reduces fallout Execution
12. People Process Technology
Revenue Assurance
Customer Lifecycle OVERsight (CLOVER)
Telecom Customer Lifecycle
Order CP Equipment
Voice / Data Activate
Customer Follow-up
Inventory & Reserve
Reserve Bandwidth
Firm Order Commit
Loop Qualification
Coordinate Install
Customer Kickoff
Repair / Support
Billing Inquiries
Create Account
Facilities Order
Activate Billing
Data Validation
Decommission
Product Select
Field Services
Order Closure
Test & Accept
Sales Pursuit
Legal Review
Credit Check
Order Entry
Collections
Quote
CLOVER – Customer Lifecycle OVERsight
PROCESS
• Rules-based administrative oversight from sales to activation ensures
proper product selection, paperwork and approvals.
• Credits, refunds, discounts and adjustments made only according to
standardized treatment policies
• Quality control measures ensure switch configuration and late
modifications are synchronized and billed properly
Customer Revenue
• Workflow and Case Management coordinate field support Retention Assurance
• Up-sell enforced for all inbound customer contact
• Customer decommission fully managed and tracked Flawless
Execution
13. People Process Technology
Flawless Execution
Customer Lifecycle OVERsight (CLOVER)
Telecom Customer Lifecycle
Order CP Equipment
Voice / Data Activate
Customer Follow-up
Inventory & Reserve
Reserve Bandwidth
Firm Order Commit
Loop Qualification
Coordinate Install
Customer Kickoff
Repair / Support
Billing Inquiries
Create Account
Facilities Order
Activate Billing
Data Validation
Decommission
Product Select
Field Services
Order Closure
Test & Accept
Sales Pursuit
Legal Review
Credit Check
Order Entry
Collections
Quote
PROCESS
CLOVER – Customer Lifecycle OVERsight
• Business rules enforced from sales cycle through activation
• Technical reviews performed before processing begins
• SLA-based data entry backed by formal Quality Assurance
procedures
• Data validation technologies help ensure accuracy
• Case and project technologies ensure schedule adherence and Customer
Retention
Revenue
Assurance
inter-department coordination
Flawless
Execution
14. People Process Technology
Customer Lifecycle Oversight
Customer Lifecycle OVERsight (CLOVER)
Telecom Customer Lifecycle
Order CP Equipment
Voice / Data Activate
Customer Follow-up
Inventory & Reserve
Reserve Bandwidth
Firm Order Commit
Loop Qualification
Coordinate Install
Customer Kickoff
Repair / Support
Billing Inquiries
Create Account
Facilities Order
Activate Billing
Data Validation
Decommission
Product Select
Field Services
Order Closure
Test & Accept
Sales Pursuit
Legal Review
Credit Check
Order Entry
Collections
Quote
TECHNOLOGY
CLOVER – Customer Lifecycle OVERsight
• Case Management
• Enforces follow-up and documents all customer interaction
• Centralizes and expedites access to customer contact history
• Project & Document Management
• Provides instantaneous status updates
• Improves timeline management and customer expectation
• Centralizes communications, approvals and contracts Customer Revenue
Retention Assurance
• Reduces paper
• Decision Support and Workflow Management System Flawless
• Enforces compliance with business rules Execution
• Reduces training time
15. People Process Technology
Insight Driven Collections
Customer Lifecycle OVERsight (CLOVER)
Chronically Late >60 Days
Loss Likely
Erroneous Default 60 Days Long High
Long Term
Forgetful 45 Days
Short Term Medium Medium
Dispute 30 Days
Low Short Low
Prompt 15 Days
TECHNOLOGY
Behavior Delinquency Risk History Revenue
Customer Profile
Treatment
Rules Engine with Intelligent Routing Approach
Treatment Options
Channel Tone Timing Frequency Remedies
Direct Mail Strong 2 Days Daily Reminder
Email Moderate 5 Days Semi-Weekly Workout
Voice Blast Light 10 Days Weekly Adjustment
Live Agent 20 Days Bi-Weekly 3rd Party
Workout Agent 30 Days Monthly Write-Off
16. People Process Technology
Customer Retention Strategy
Customer Lifecycle OVERsight (CLOVER)
Obsolescence Complaints
Wireless
Anniversary Renewals High
Media
New Offering Svc History
Data Medium
Inquiry Referrals
Svc Issue LOS Wire line Low
TECHNOLOGY
Event History Mix Revenue
Customer Profile
Proactive
Rules Engine with Intelligent Routing Approach
Retention Strategy
Channel Timing Action Frequency
Direct Mail Periodic Renewal 10 Days
Upgrade
Email Anniversary -60 20 Days
Up-Sell
Voice Blast Anniversary -30 30 Days
Credit
Live Agent Anniversary -15 60 Days
Adjustment
Physical Visit Event 90 Days
Discount
17. People Process Technology
Typical Booked Revenue Dollar
Customer Lifecycle OVERsight (CLOVER)
Overstatement
Adjustments
Invoice Error
Failed Credit
Provisioning
No Invoice,
Cancelled
Customer
Bad Debt
Revenue
Credits
Orders
Delays
Delays
Check
Billed
Sales
NOT BILLED WRITE-OFF <120DAYS >120 DAYS
37% 10% 26% 27%
VALUE
Reduce Invoice Speed Time to
Error Activation and
Avoid Improve DSO
Improve Order Bad Debt
Accuracy Shrink
Cancellations
Flawless Execution Increases CSAT Retains Customers
18. People Process Technology
Exemplary Labor Arbitrage
Customer Lifecycle OVERsight (CLOVER)
Role Reduction
80% Sales Support
VALUE
70% Credit Check
100% Order Entry
30% Order Management
20% Facilities Ordering
10% Activation
15% Test & Accept
20% Billing
80% Collections
$ 6,354,000
* Exemplary Medium-Sized CLEC 3yr. Savings