For telecom operators, efficiency is essential to survival and success. Without streamlined and optimized operations, telecom providers cannot effectively compete in the market. There is a constant challenge to continually improve efficiency in all parts of your organization. But, customer service is a particularly difficult area. Any improvement in efficiency is typically countered with changing and increasing customer service expectations. And, B2B customers can be the most demanding.
So, how can you still drive customer service improvement while maintaining and optimizing your operations? Well, these three simple actions are the first steps in answering that question:
1) Replace manual processes and front legacy systems
Legacy systems and manual processes are “oil” to efficiency “water.” Doing things manually is time-consuming and costly. Old, outdated systems do not allow you the flexibility to adapt to changing customer demands. For employees, legacy systems and manual processes are a burden and typically result in higher processing errors.
By introducing a stream-lined and simple customer portal, your B2B clients can easily interact with you and your services, while your internal processes are updated and optimized. For example, instead of an enterprise customer emailing your service desk, which results in an email chain that needs to be recorded and internal actions that must be manually started, this customer could simply log in to the portal and submit a service ticket. This could initiate an automated workflow that immediately integrates into your internal processes.
The key element to this portal is a seamless integration with the (legacy) systems you don’t replace. If done properly, this should be simple to accomplish and could have a major impact on your business. If you’re interested in learning more about what Ezwim’s portal can provide, you can follow this link.
2) Drive customer service online to reduce call center costs
Why should an enterprise customer have to call you in order to re-assign a SIM? Time spent in a call center answering easy questions and performing simple and routine tasks is money wasted in your operations.
Again, an easy-to-use customer portal can help drive many of these simple customer service tasks online. Instead of your employees doing these simple tasks, your customers have the ability and control over their accounts and can make changes in their own time. This keeps your employees available to answer the tough and complex questions and requests from customers.
This will have a direct impact on your operations.
3) Build modular solutions that can be easily combined to meet customer needs
Business customers can be complicated. Especially with large enterprises, it can be tempting to build custom solutions to meet very specific customer requirements. However, these custom solutions can be similar to a bridesmaid dress – initial promises that they can be used again, but they actually sit in the back of your organization never to be used for another situation.
With a modular customer portal, these bridesmaid dress nightmares can be a distant memory. When implementing a customer portal, it is important that the system can solve various customer requirements while still fitting together with the basic functionality. These modules need to be able to scale, so that the benefits justify the business expense. Custom one-off solutions mean wasted resources and extra costs.
All of these solutions seem obvious ways to improve B2B customer service efficiency. Yet, there are many operators who still struggle to implement these solutions in a seamless and integrated way. If you can effectively introduce these simple tricks into your organization, your customer service team will be well on its way to improving their operations while helping to improve your organization’s relationships with important corporate customers.