Backoffice efficiency and profitability often go hand-in-hand, especially for telecommunications companies, many of which are responsible for serving hundreds of thousands of end users and commercial customers, all the while navigating mercurial industry shifts.
Over the coming years, the telecommunications sector will experience several major shifts, most notably the solidification of wearable technology and the Internet of Things, according to data from consulting and research firm Deloitte and Touche LLP.
To prepare, carriers should streamline their infrastructures to handle increased service demands and an influx of new devices. Those that can ultimately make the necessary backoffice changes and adopt more automated systems are in for serious growth.
“Based on the results of our latest Global Mobile Consumer Survey (GMCS), U.S. consumers look at their devices over 8 billion times a day in the aggregate,” Craig Wigginton, vice chairman of Deloitte, said in a news release. “This is a big deal for all sectors within the telecom industry including wireless and wireline/broadband carriers, network equipment/infrastructure companies and device manufacturers who are all critical components of this key ecosystem.”
Luckily, there are a variety of available solutions that allow telecom companies to implement more efficient backoffice processes and make improvements in operational areas key to supporting increased customer volumes and device support needs.
Task and workflow management
To deal with higher traffic and process customer requests more quickly, telecom companies must maintain smooth task and workflow management processes. Unfortunately, many organizations still use antiquated ordering systems that require workers to input new customer data or change existing service or device plans manually. In current the market this approach is problematic but, as more service-enabled devices come on to the scene, this outdated methodology will quickly become untenable.
To truly modernize and keep up with developing sector-wide shifts, carriers should adopt robust backoffice systems with automated order entry and workflow management capabilities. These solutions ease processes and enable users to handle increased customer demands.
Plus, many offer web-based access for end users, a must-have these days. In fact, more than 90 percent of customers wish to handle their own accounts and expect brands and companies to provide self-service portals, according to survey data from customer service company Nuance Communications.
“To process customer requests more quickly, telecom companies must maintain smooth workflow management processes.”
With this increase in new customers, telecom companies must also prepare their billing departments to handle the load. However, many still maintain decidedly old-fashioned approaches to billing. This puts them at risk of losing customers, especially tech-minded device users who demand efficiency.
Fortunately, modern backoffice solutions come equipped with robust billing modules capable of such demands. With these tools, telecom companies can create customized invoices for a variety of service offerings, including cable, data, internet, local and long distance calling and VoIP. Of course, these billing platforms also support paperless billing plans with PDF-viewing portals for energy-conscious customers.
Additionally, many also support multiple billing cycles, making it easier for carriers to maintain cash flow without relying on customer payment plan compliance.
Customer relationship management
Customer relationship management systems are mainstays in most industries. These solutions allow companies to easily track, locate and organize customer data, capabilities that can drastically increase organizational efficiency and lead to bottom-line boosting business development. In fact, one CRM software provider found that such systems can increase sales by up to 30 percent.
Telecom backoffice solutions include CRM capabilities, including automated customer data collection tools and service order and trouble ticket histories.
Sales channel management
Today, telecom companies cultivate diverse sales channels. And, with the rise of wearable technology, they will no doubt look for more opportunities outside of average consumers. Unfortunately, some are ill-prepared for these situations, as they already have trouble monitoring various sales channels and see losses in revenue as a result.
Backoffice solutions allow carriers to view and manage sales funnels and commissions while avoiding these losses. These systems also provide separate portals for external stakeholders such as agents and wholesalers.
In short, telecom backoffice solutions are a must-have for organizations looking to take advantage of building trends while efficiently developing and supporting loyal customers.
Are you ready to join the backoffice bandwagon? Contact Precision Telecom Technologies today! We offer a robust telecom backoffice solution that can help you run a more efficient and nimble operation, and put you in a position to support new device users looking to expand the Internet of Things.
To see what we can do for your organization, call 304-816-5066 or contact us via email.