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Indian Telecon Customer Service Solution Re-engineered V2
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
Indian Telecon Customer Service Solution Re-engineered V2
- 1. A Journey toEnhance Customer Experience August 2016 GROW REVENUES | ENABLE EFFICIENCIES | ENHANCE EXPERIENCE A Centralized Customer Care Solution for
- 2. Agenda • Research reportof customer study of CSP’s • Typical Challenges • AS-IS Process mapping • Proposed Solution Play • Value Proposition • Next Steps 2
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- 4. How do youresearch your CSP? 4 Young subscribers (79%) are more likely than Older once (55%) to research their wireless provider, cable company or telecom carriers before entering into contracts Ages 18 - 34 Ages 35 - 54 Ages 55+
- 5. Which of thefollowing forms of communications do you prefer communicating with your CSP 5 Ages 18 - 34 Ages 35 - 54 Ages 55+
- 6. Which of thesepotential improvements, would make a significant positive impact on your experience and/or willingness to stay with your CSP? 6 More than 40% of those surveyed said that a service provider notifying them when there are better plans or offers would make them more willing to stay with their CSP
- 7. When do youreceive the best customer service/prices/promotions from your CSP? 7 Subscribers agree the best customer service occurs during the initial sign-up process.
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- 12. Email Observations 12 Email –Query Email – Auto Acknowledgemen Email – Awaiting Reply
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- 14. Voice Call Observations •AS-IS Process • Called - 9175091750 4:30pm & 7:30pm on 7/9/2016 again on 9/9/16 Maharashtra Circe – Language IVR - Marathi, English, Hindi – Balance Enquiry - Balance Enquiry - 1, Caller Tunes - 2, Tariffs - 3, Special Travel - GPRS - 4, Loan, Insurance & SIM - 5, – Customer Care – – Disconnected, Continuous Call Drop 14
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- 16. Typical Challenge Contact Center Typically companieshave invested here: Customers are here: Community Sites Other Channels Email Web Store SMS Mobile App
- 17. Salesforce.com Confidential --For Internal Use Only Top Issues haunting Telecom companies • How do I differentiate from competition where everyone has aggressively priced bundles? • How do I maintain deeper customer relationships to reduce churn? • How do I maximize my marketing spend? • How do I grow my business? • How can I be more productive? I can’t keep up traditional hiring. • How do I control costs?
- 18. Summary of Challenges •Reduce Customer Activation time (SLA) • Faster Customer Response times • Better Customer Satisfaction & over all Customer Experience • Address Customers coming from all possible channels • Reduce cost of service 18
- 19. Salesforce.com Confidential --For Internal Use Only How does Telenor Digitize/Transform? • Because it is about transforming the business with solutions that address relatively simple business issues: – Acquire new customers as inexpensively as possible – Keep the customers you have as inexpensively as possible with terrific customer experience – Create and deliver new services and apps that leverage the investment in the network (growing Average Revenue per User or ARPU)
- 20. Today’s Realty 20 Customers Call CenterTechnical Walk-In Web Voice SMS & What’s App Mobile App Marketing Campaigns Video Social Media Live Chat Level 1 Level 2
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- 22. Where can wefit … Customer Channels Partner Channels Relationship Management Service Management Service Management Network Management Element Management Elements Physical Network Service Requests SLA Management Contracts and Entitlements L 1 L 3 L 2 Often Called
- 23. Technology Play Marketing • Marketing –Campaign Management ROI – SMS Blast – Email Blast – Offer Bundle Builder Social Media Channel activations - Listening & Publishing Sales • Customer E-Activations • Trigger SMS & Email 23 Service • Omni-Channel platform – (Voice) SMS, Social Media, Email, Live Chat • CRM • KnowMax • Robotics • Social Media Channel activations - Listening & Publishing • Level 2 – GPRS support • Track SLA and Escalations • Track KPI • Site Serviceability • Trigger SMS & Email • Email & Social Media tool • Better Customer data • Reduce bad data Field Service • Mobile App Customer Feedback (Voice of Customer) SMS Based Mobile Self-Service Business Intelligence
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- 25. Demo %42 HANSEN G %35 DJIA FTSE Social Media Listening Social Media Publishing SocialMedia Engagement Social Media Listening Social Media Publishing Social Media Engagement Telenor Call Center L2 We can do this as well We can do this as well Call Center MD’s Mandate Leverage better efficiency and build a scalable model Reduce operating costs Emerge as a leader in the long-run
- 26. Analysis of MediaSources These are the main sources where posts are mentioned about Airtel wireless India. Maximum mentions were on Facebook which covers 79.1 % of total mentions.
- 27. Social Media -Listen • Construct a profile to monitor millions of social conversations
- 28. Social Media -Analyze • What are people talking about? Telenor is trending. #Telenor/Airtel
- 29. Social Media –Command Center 29
- 30. Social Media -Publishing 30
- 31. Social Media -Publishing 31
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- 33. Demo %42 HANSEN G %35 DJIA FTSE Telenor Call CenterL2 Call Center MD’s Mandate Leverage better efficiency and build a scalable model Reduce operating costs Emerge as a leader in the long-run
- 34. Cloud Hybrid On-Premises TelephonyCustomer Experience Platform (Genesys) Hospital/ Branch locator Direct to Expert Back Office Contact Center Marketing Promotion Mobile AppWebsiteVoice IVR Social
- 35. Omni-channel Desktop –CRM Integration Embed CRM system to enable agent to drive all apps within single desktop
- 36. Build Specific UseCase Modules • Example – Case (Ticket / Service Request) – Activity – Customer (Household / Person Account, Business Account and Contacts) – Billing (Summary) – Billing (Details) • Example – Orders – Payments – Services – Integration for billing / charge back / diagnostics processes
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- 39. MASTERED IN CRM FEED INTO CRM LINKTO SOURCE
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- 46. L2 Support Play BusinessIntelligence 4
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- 48. Values Proposition • Abilityto determine clear Marketing Campaign ROI success • Ability to derive market Data Analytics to take informed strategic decisions like – How many calls abandoned – What facilities are lacking? – Where are enquiries coming? – What kind/channels of enquiries are coming? • Proactive vs Reactive follow-up with Customers • Build a Relationship System vs Transaction Systems 48
- 49. 49 We look forwardto simplifying your world… Reach us at : Arnab.Mitra@tata-bss.com