There’s a solution to emerging workflow management problem: automated order processing software. As communications technologies become more advanced and diverse, telecommunications companies must modernize their operations and adopt more efficient internal processes to meet the needs of fast-moving, tech-savvy device users.
The topic of workflow management is particularly important in the context of this industry shift, as order processing and service provision speeds have a more sustained impact on revenue when customer volumes increase.
However, many organizations still use antiquated workflows that simply can’t handle the number of new customers set to sign service agreements in the coming years. The telecom industry is expected to grow by 1 percent over the next year, with millions of users adopting web-enabled, data-dependent wearables, according to Statista.
Fortunately, there’s a solution to this emerging problem: automated order processing software.
These systems not only streamline internal processes but also include other key features that have the potential to make telecom companies more nimble and able to handle an influx of device users looking for the latest and greatest technology and similarly advanced customer service to match.
Order history and reporting
These days, it’s not enough to simply record and stow away customer information. To adequately serve modern device users, telecom companies must have access actionable customer data at all times. Why? More advanced technologies require more robust customer service methodologies.
With the rise of the Internet of Things and other personal data-heavy communications trends, consumers now expect telecom companies to be their “digital life partners,” according to Infosys. This requires organizations to provide personalized support and that means collecting and mining key customer data to offer tailored solutions to every problem.
Of course, business customers expect the same service, especially those with still-developing enterprise technologies like cloud-based storage. Telecom companies must support these businesses, big and small, at every turn and having access to real-time data is essential to achieving this goal.
Automated order processing software addresses these issues by collecting customer data and providing real-time access to service personnel. Plus, many compile complete customer histories, giving representatives a comprehensive look into the service offerings for every user.
Additionally, these tools aid marketing and product design personnel, as they view use data and refocus their efforts to match customer use patterns.
Multifaceted product support
In recent years, the device and service offerings have drastically expanded. Now customers not only want basic support for mobile devices, but also additional services tailored to newer technology, such as wearables.
The market for these devices has grown exponentially and will continue to do so, according to industry experts. The wearable market is projected to grow more than 18 percent over 2016, to $28.7 billion, Gartner reported.
Businesses are also taking part in the wearable trend and implementing newer enterprise services in large numbers. For instance, the market for public cloud-computing is expected to grow more than 16 percent this year, as organizations cultivate more nimble information technology infrastructures.
“Automated order processing software allows telecom companies to provision new technology to customers looking to latch onto the latest trends.”
“This strong growth continues reflect a shift away from legacy IT services to cloud-based services, due to increased trend of organizations pursuing a digital business strategy,” Sid Nag, research director for Gartner, explained in a news release.
Automated order processing software supports such services and allows telecom companies to easily provision new technology to business clients and consumers looking to latch onto the latest trends. Of course, this doesn’t mean older, more traditional services get the boot.
These systems also support long-standing offerings like local and long-distance calling and cable.
However, digital communications technology is the future of the industry, according to PricewaterhouseCoopers. Automated order processing tools enable telecom companies to provide these services and, therefore, maintain profitability in the face of ever-changing technological tides.