TELECOMMUNICATION SOLUTIONS

Rapid growth in Telecommunication Products and Services, in Landline and Wireless, around the globe, especially fast growing markets in Asia have spawned lots of competition in every country. In some countries Service Process Management has become mandatory with service levels being monitored by regulatory bodies and the comparisons between competitors released to the public. Time taken between ordering a service and the customer receiving the service is being monitored. Number of complaints about service rendered (as in number portability and switching vendors) is being used to rate one competitor against another. In these contexts Service Process Management is no longer a nice-to-have but a necessity.

  Benefits for Telecommunications Companies

Monitor, Measure and improve internal and customer-facing service processes translating performance directly to increased competitiveness, revenues and profits.
Alert appropriate departments or individuals who can address exceptions that delay process completion with email or text messaging.
Measure and monitor end-to-end service processes from a customer's point of view not from just an internal workflow perspective. The customer experience is the one that matters and that may need to be measured across multiple systems and people.