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4 Ways Telecommunication Service Teams Can Effectively Use Analytics to Drive Results
Define Common Goals
65%
Strategies for GrowthSM found that 65% of UK/Europe service organizations cite the
improvement of KPIs as their top strategic priority.2
Bain reports that leading organizations use a more comprehensive set of key performance indicators (KPIs), and work with data to manage the business profitably.
Telecommunications executives cite customer experience management as their number one strategic priority.3
1 https://www.mckinsey.com/industries/telecommunications/our-insights/lessons-from-digital-telcos-five-initiatives-to-improve-business-performance
2 http://fieldservicenews.com/ukeurope-field-service-organisations-fsos-continue-invest-new-technologies-analytics/
3 http://www.ey.com/Publication/vwLUAssets/ey-global-telecommunications-study-navigating-the-road-to-2020/$FILE/ey-global-telecommunications-study-navigating-the-road-to-2020.pdf
4 https://www.capgemini.com/wp-content/uploads/2017/07/the_disconnected_customer-what_digital_customer_experience_leaders_teach_us_about_reconnecting_with_customers.pdf
5 https://www.capgemini.com/wp-content/uploads/2017/07/the_disconnected_customer-what_digital_customer_experience_leaders_teach_us_about_reconnecting_with_customers.pdf
Sources6 https://hbr.org/resources/pdfs/comm/verizon/19319_HBR_Report_
Verizon_Cloud_6.pdf7 https://hbr.org/resources/pdfs/comm/verizon/19319_HBR_Report_
Verizon_Cloud_6.pdf8 http://www.aberdeen.com/research/12122/12122-rr-first-time-field/content.aspx
9 https://cdn2.hubspot.net/hubfs/547483/Content_Documents/F%20Benchmark/TSCData-2017-FBM-05-KPIs.pdf
Focus on the Customer
Use the Right TechnologyTelecommunication firms have access to vast amounts of data, from sensors to traditional customer account information. To make sense of all this data, many telcos use the cloud.
Start Small for a Big ImpactStart with small projects to highlight clear-cut wins and show the value of analytics to the
rest of your organization. For example, you could analyze first-time fix rates and work towards improving to increase customer satisfaction.
High-margin telecommunication companies tend to outperform their peers when it comes to data mining and otherwise gaining insights from collectedcustomer information.1
- McKinsey & Company
The question we hear frequently is how to do it correctly.How can telecommunication firms use analytics to drive success?
38%
Aberdeen Group found that first-time fix rates were considered a top KPI by
38% of service organizations.
CapGemini research found that over 80% of consumers are willing to pay more for a
better experience.4
1 in 10A CapGemini report found around
(9%) are willing to increase their spending by more than half.5
71%Harvard Business Review found that 71% of professionals surveyed say the cloud has increased their business agility. They noted faster decision-making and quicker
response to global clients.6
61% say the cloud will increase employee productivity and 53% say it will increase
responsiveness to customers.7
53%61%
76%
The Service Council reported that the average first-time fix rates are just 76 percent.9
According to Aberdeen, field service organizations with a first time fix-rate over 70% see a customer
satisfaction rating of 85%8
70% 85%
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