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Telecoms:
Telecommunications companies are facing enormous change. The convergence of wireless telecommunications opens up a huge global market with exceptional business opportunities.
Mobile devices already out-number PCs and soon will bypass TV's installed base. This new market also will change society radically in ways we have yet to visualise. Location-based services are redefining issues of privacy and mobile working.
The drivers of this mobile communication revolution will be:
- proliferation in simple consumer and business applications for information management tools and email access - for instance, dial-a-tone downloads and sports results
- services that will capture the benefits of the wireless network, such as innovations like location tracking technology or the mobile as an e-wallet or an ATM card. These enterprise applications will drive the future business processes in the mobile environment
- the realisation of the promised land of greater band-width will ensure the capacity to drive multimedia high speed applications with audio and video streaming (eg 3G mobile technology).
Customer breakdowns
However, telecom operators face fundamental problems that need to be addressed if they are to capitalise on those opportunities. Typically, telecoms are monopolies or relatively new entrants operating in regulated markets. They perceive their customers as beneficiaries of a service they offer, not as customers they must care for and satisfy.
There is a mismatch between issues that customers see as important and those which telecoms prioritise. Customers are concerned about breakdowns on billing, installations and customer service. Telecoms, on the other hand, are concerned with technological and operational efficiencies, for the sake of maximising the return on their investment.
In general, the relationship between a telecom operator and its customers continues to be one of a monopolistic company that performs its services to a captive set of customers. An example of this is that the typical metric for a telecom customer is the number of contracted products and services rather than the level of satisfaction.
VISION's offer
VISION has first class experience in helping telecoms become the business solution providers and enablers and, as a consequence, emerge as the future market leaders of this sector. VISION's offer to these companies is three fold:
- cultural change - customer-centric style rather than a product/service focused culture, drawn from experience in call centres and customer care
- process design, that is commitment oriented, which enhances impeccable coordination and thus reduces waste. It places the customer in the centre of these organisations and its raison d'être
- technology supporting the coordination between billing systems and traffic monitoring systems mis-coordinations.
VISION is experienced in:
- improving performance, which is about improving processes to eliminate waste and reducing costs in the areas of payment collections, internal services, project management, etc
- best in class customer relationships, for the sake of maximising customer retention through improving customer satisfaction and processes designed by market segment
- business development design and implementation of customer processes to different customer segments
- new products and business models, including positioning, selling, internal teams' coordination to complete delivery of new offers.
Telecoms: new opportunities, old problems
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