In today’s digital world, we work in an environment that thrives on instant gratification. For many Corporate Customers, this translates into more control, access and the ability to get the answers they need in real-time. This need for instant gratification directly impacts customer experience and, if not addressed, can lead to customer dissatisfaction and, ultimately, customer churn. For Telcos, this has posed a significant challenge that can only be answered by self-service technology. Below we answer the questions, “What are the benefits of self-service technology from a Corporate Customer point of view?”.
Understanding Self-Service Technology
To understand the benefits of the various types of self-service technology, we need to unpack what this technology is. In simple terms, self-service technology is a tool used to give customers immediate control and access to answers in real-time. This is made possible by providing a consolidated view of all Telco business information and data related to third-party applications, usage, spend, connectivity, account information, billings and more.
As you can imagine, making sense of the immense amounts of data mentioned above can often be challenging for a Corporate Customer, and this is where the self-service technology comes in. A self-service platform enables a Corporate Customer to access this information in a way that is easy to view and understand by providing a complete, organised, consolidated view of all relevant data.
The best part about utilising this kind of technology is that customers can access all this information themselves instead of contacting a call centre and waiting for the answers they need. This positively enhances customer experience and reduces frustrations.
The elements mentioned above not only benefit Corporate Customers but also provide Telcos with the opportunity to:
- Increase customer satisfaction – by providing your Corporate Customers access to vital business information related to spend, connectivity, data management and billings, you provide them with the necessary information to make informed business decisions. The direct access to this almost real-time data puts them in control and allows them to identify opportunities for savings and cost reductions which will positively enhance their business. This significantly improves customer experience and satisfaction.
- Improve revenue – the knock-on effect of enhancing customer experience and satisfaction is that customers are happy with service levels. This will generally mean they are less likely to move to another service provider, which ensures customer retention and profitability for you as the Telco.
- Cost reduction – providing Corporate Customers with self-service capabilities and giving them the control to manage elements directly on their side reduces the need for call centres. From this point of view, you can reduce business costs associated with the need for call centres and managing many queries.
Adapt IT Telecom’s Corporate Customer Self-Service Technology
From the above, it is clear that self-service technology plays a significant role in providing Corporate Customers with complete access and visibility. With this technology playing such an essential role within the telecommunications industry, many self-service solutions have been developed and launched into the market. This has made choosing the right solution difficult for Corporate Customers, as not all solutions are created equally, and each has its own place within the market.
From a telecommunication industry point of view, Adapt IT Telecom’s Corporate Customer Self-Service (CCSS) technology has been specifically developed with Corporate Customers and their needs in mind.
Adapt IT Telecoms designed this solution to help Corporate Customers relieve the pressure of trying to make sense of large volumes of complex data, understand the details, allocate costs and usage, and do this quickly and accurately. This process usually creates bottlenecks, slows down efficiency and negatively impacts the business. Adapt IT Telecoms Corporate Customer Self-Service Solution solves these challenges through the following key features:
- Mobility – is an innovative mobile management feature that assists Corporate Customers in understanding and managing their mobile usage and service. This feature provides unmatched visibility through reports on mobile voice and data consumption, plan types, services and spending. This feature also offers proactive insights and alerts when policies and protocols have been breached or restricted service consumption has occurred. The self-service capabilities further allow Corporate Customers to control their entire mobile environment through an easy-to-use platform.
- People and Organisation – this feature has been designed to assist Corporate Customers in assigning and managing the IT resources allocated to employees and departments. This centralised end-user management feature allows Corporate Customers to efficiently allocate, identify, apportion and monitor all assigned Telco services.
- APN Data Management – this feature gives Corporate Customers unprecedented visibility, control and predictability of data usage. This feature also provides consistent connectivity for remote work and hybrid working environments. It has been designed to empower Corporate Customers to manage their data connectivity, usage and spend quickly and efficiently without complex setups or configurations.
- Invoice Management and Dispute Workflow – this feature allows for consolidating invoices, infrastructure, services, inventory, and budget forecasting from one single, centralised platform to improve financial visibility. This feature provides insight into billing information and reporting and efficiently allows for logging disputes related to billing and invoicing.
Benefits of Self-Service Technology for Corporate Customers
The features mentioned above translate into the following benefits for Corporate Customers:
- Enhanced control and visibility – with the consolidated single-user experience and a single source of truth provided by this solution, Corporate Customers will have an accurate view and complete understanding of their entire IT environment.
- Insights into decision making – the insights and understanding this technology provides, mainly where data usage, spending, and cost are concerned, enables Corporate Customers to make informed business decisions that will benefit their business and enhance profitability.
- Effective spend management – this self-service solution provides Corporate Customers with the data and insights required to control and effectively manage their data usage and connectivity spend with the aim of reducing costs.
- Direct bill access – with access to billing information and reporting, Corporate Customers can identify billing problems and abuses, leading to savings on their monthly costs.
Conclusion
From the above, there is no doubt that self-service technology plays an essential role in empowering Corporate Customers with complete visibility and control. Choosing the right self-service solution is often challenging, but Adapt IT Telecoms Corporate Customer Self-Service technology has been specifically designed with Corporate Customers and their needs in mind. This solution provides the complete visibility needed to make informed business decisions related to IT ecosystems, billing, data usage and connectivity, all of which impact profitability and revenue. Self-service technology is here to stay, and this remains an exciting space to be a part of. We are constantly innovating this technology and extending our Corporate Customer Self-Service solution capabilities to keep up with the ever-changing needs of Telco Corporate Customers and the telecommunication industry.
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In my 20+ years’ experience within the information technology and telecommunications industry, I have assisted businesses in successfully delivering and managing various technology solutions and consulting projects to a multitude of organisations spanning across Telecoms, FMCG, Financial Services, Banking, Retail, ICT, Manufacturing, Public Sector and Mining. My strength and passion lies in the mediation of technology and business with a focus on successfully integrating software solutions that assist organisations in delivering on their strategic objectives through improved business insight to ultimately improve business performance. At Adapt IT I am privileged to work with an experienced team that is equally passionate about utilising technology to drive business efficiencies specifically focusing on Mobility.
