By Lawrence Buckler – Client Director Telecommunications
In my role as Client Director of Telecommunications at Astadia Consulting I work alongside some of the UK’s largest telecoms providers, the likes of Vodafone Global Enterprise, BT Agile Media and Orange ‑ Everything Everywhere. So in my 10 plus years working in IT with the last 2 focusing specifically on the Telecoms space, the burning question that appears to standout most prevalently is – How do you compete in today’s Telecoms Industry?
As competition intensifies it is fast becoming clear that success can no longer be solely attributed to price. Customer loyalty is more important and more elusive than ever! Cost cutting, efficiency and scalability rule the day, but how exactly can this be achieved?
Enter Cloud-based applications; Sales Automation and Customer Centric Business processes that together help some of today’s telecoms organisations achieve a higher calibre of competitive resistance and edge. The New Age of Telecommunications is here and to succeed changes need to happen under the hood at both the front and back office, as well as with customer service to provide sustainable growth and development for the future.
So what are some of the questions you should be asking yourself? Well, firstly:
Do you differentiate yourself from the competition with a positive customer journey? It is without doubt, proven that consolidated systems, the automation of activities and the provision of clear communication channels go a long way to improving the customer experience. Using a Cloud-based CRM system, such as Salesforce.com and adopting elements of Astadia’s Service Cloud methodology can go a long way to improving the customer experience, which in turn will boost your competitive edge.
Are your Sales teams wasting time completing admin tasks, when they could be out there selling? If the answer is yes, then you need to focus on getting your most valuable assets, your Sales team, out there creating and delivering more revenue. To do this, you need to look at improving your back office processes to deliver better governance and greater efficiencies. Something Astadia has a wealth of experience implementing across the industry.
Do you manage key aspects of your organisation on a variety of different systems and platforms? Efficient governance and compliance with regulatory bodies takes time and painstaking organisation; something that isn’t easily done when you need to search 4 or 5 different applications to obtain the data you need. Standardising your operating platforms and applications enables greater control, flexibility and scalability – Something that prior to the Cloud, was not so readily available. Now, with the rise of Cloud applications, organisations are able to save data in a central repository that can be accessed whether you’re at the office, at home or at 35,000 feet travelling to this year’s Dreamforce.
Conveniently speaking of Dreamforce, I’ll be at the conference in San Francisco so if you want to talk more about Cloud Computing, Salesforce.com and business process change for the Telecommunications industry come and find me at Booth 513 or in the Industry Solutions Section of the Expo at Booth 234.
I look forward to seeing you at Dreamforce!