Improving transparency and sharing customer information will unlock benefits for Communications Service Providers, says Tecnotree
Telecom IT solutions provider Tecnotree Corporation today released a concept paper exploring how Communications Service Providers can improve customer lifecycle management by sharing customer information across all touch points, channels and interactions.
Web-based self care and online stores, coupled with the demand for a compelling customer experience and personalised service offerings present conflicting demands when managing the customer lifecycle and the service provider’s own growth path. The main obstacle in reconciling these issues is the lack of transparency and sharing of customer information.
Due to the lack of information synchronisation between different customer touch points, customers today may see a very different service provider depending on where and how they interact with them. While much customer information exists across the various systems available to the customer interface, it is very seldom made available in a manner which supports day-to-day decision making across all customer touch points.
Part of the reason for this is that customer data and insight are viewed as a service provider’s core asset and are, therefore, ferociously well-guarded. However, Tecnotree argues that by making all customer information available to all persons, systems and individuals dealing with the end customer, it can lead to a consistent approach and seamless communication resulting in a superior customer experience and the delivery of attractive, coordinated and well-targetted offers.
“At Tecnotree, we believe that extracting real-time data from multiple sources on the fly and producing actionable insights that allow service providers to deliver personalised customer offers is the key to creating a more compelling customer experience while also keeping the cost of customer care and channel rationalisation at a reduced level,” commented Timo Ahomäki, Chief Technology Officer at Tecnotree.
To read the full version of the concept paper with more recommendations go to www.tecnotree.com/whitepapers.
Hard copies are also available at the Tecnotree stand 7G50, Hall 7, at Mobile World Congress in Barcelona, Feb 25 – 28, 2013.
Helen Gough / Anne-Marie Lavelle at Liberty Communications: tel. +44 (0) 207 751 4444, firstname.lastname@example.org
NASDAQ OMX Helsinki Ltd
Tecnotree is a global provider of telecom IT solutions for the management of products, customers and revenue. Tecnotree helps communications service providers to transform their business towards a marketplace of digital services. Tecnotree empowers service providers to monetise on service bundles, provide personalised user experiences and augment value throughout the customer lifecycle. With over 1100 telecom experts, Tecnotree serves more than 100 service providers in over 70 countries. Tecnotree is listed on the main list of NASDAQ OMX Helsinki with the trading code TEM1V. For more information on Tecnotree, please visit http://www.tecnotree.com