|
|
article page | 1 | 2 | 3 |
this approach consolidates the network and systems infrastructure, greatly simplifying the back-end systems. It is in this simplification that the customer experience becomes improved, simply because it makes information easier to get to. Customer self-service becomes simpler, because customers can access everything they need to access in one place. Assisted service also becomes simpler, because call agents also have easier access to all systems and all customer information. The old "I can't do that for you, I have to transfer you to another department" will be no longer a reality. One agent can do it all--and that is the way an efficient customer service organization is run.
|
|
"Transforming a telco into a customer-centric organization starts with a state of mind, but it doesn't end there." |
The typical OSS structure is fragmented and network-centric, with each piece focused on accomplishing a specific task. This doesn't leave much in the way of total visibility into the whole customer. It starts with the creation of a unified customer knowledge base, which is available to all elements of the OSS. Establishing a connection between
|
|
|
|
Changing Your Business Model
Transforming a telco into a customer-centric organization starts with a state of mind, but it doesn't end there. It requires management to abandon the old, fragmented approach, and to bring in a new, customer-aware, unified system, which promotes the sharing of information about the network and about the customers. In each area of the OSS, this unified system must include information about the customer and the services they use, and how they use them. This allows the service organization to monitor quality at the customer level, not just at the network level. And as a side benefit, when the service agent has access to this information, they have a tremendous opportunity for cross-sell and up-sell.
|
|
billing and customer care, and the systems that manage the network and various services, represents new opportunity and a new business model for managing services, which places the customer at the center of the entire OSS process.
article page | 1 | 2 | 3 |
|
|
|
