In most of my recent customer interactions, a key unanswered question is – how can I as a service provider distinguish my brand, and improve my financial performance today? Network coverage and infrastructure continue to get a lot of modernization and architectural attention, but how can I ensure loyal and happy customers. How do I prepare for and deliver a thought-through, consistent and unique customer experience?
With the explosive growth of mobile broadband new technologies and value migration to new over the top (OTT) players, an operator’s competitive edge is now determined by the speed of introduction of innovative services and the quality of these services , but, most importantly, whether those services are available right here and now. So, it’s more important than ever for operators to stay in control of their network and service offerings in real time; to make sure the network is able to cope. But a good network does not necessarily equal a good customer experience – and operators need to ensure both. That means not only monitoring the basic network operations but also end user services and ultimately the individual customer experience.
The unpredictability of today’s world and customer expectations have created more complexity for operators and they are seeking partners who will TAKE OWNERSHIP and SIMPLIFY the complexity while they focus on what is core to their business – revenue and differentiation.
Our Transformational Outsourcing offering addresses operator’s quest for next generation outsourcing. It’s an evolved approach to outsourcing that is better suited to today’s complex world because it takes an end-to-end view of all the elements that directly impact the subscribers – like services, traffic, devices. Transformational Outsourcing covers a complete range of network functions – from infrastructure and operations to services and customer experience. We not only ensure that these usually distinct layers work together more efficiently and effectively but also align operator’s measurement metrics across these layers The aim is not just to maintain a specified level of operational efficiency, but to continuously improve the customer experience and achieve simplicity and agility that brings operators increasing financial benefits.
And so, the next stage in outsourcing – after network layer operations – is to address the service management layer, helping operators build a service management engine that is built to launch new services effectively, and proactively manage the quality and business outcomes of those services. Additionally, the processes of generating customer insights, operating the technologies behind it and helping operators to monetize such initiatives are addressed. This results in not only improved efficiency and network performance but also superior service and customer experience.
With experience in managing networks that support 700 million subscribers, with over 280 Insight & Experience customers and 250+ Customization projects for Network Assurance and customer experience solutions our approach combines the best of managed services, process transformation and software driven insights – bringing world class Professional Services to the telecom market.
Here is how Transformation Outsourcing is helping operators simplify network management complexities and improve customer experience.
This post is by Ashwini Bakshi, head of Managed Services and acting head Consulting and Systems Integration