The Wall Street Journal reported recently that Verizon is failing to live up to its promise to deliver high-speed Internet and television to New York City. The article states there are over 40,000 requests for service outstanding, and 75% are over 12 months old. The City’s Department of Information Technology and Telecommunications performed an audit that detailed many challenges of the FIOS implementation; in it, NYC specifically called out the IT system’s lack of data integrity and business process for onboarding prospective customers. These issues led to missed delivery deadlines and inconsistent treatment of customers.
I believe communications service providers (CSPs) like Verizon truly want to meet their commitments, but they are hamstrung by their legacy IT systems. I also believe that CSPs have had a lack of options to fix their legacy IT environments. Most traditional IT vendors recommend a ‘rip and replace’ approach which completely replaces your existing legacy systems with a new technology. That approach is expensive, highly risky and takes years to recoup a return on investment. Pega instead advocates establishing a command and control layer that can consistently interact with the customer channels and overlays your legacy systems. This overlay then streamlines a priority process such as onboarding, while leaving your existing system in place. An initial deployment can be completed in 90 days.
In a recent survey that Pega commissioned with Vanson Bourne (available for download), interviews were conducted with 280 enterprise buyers about their experience in purchasing ICT services. We discovered that only 14% of B2B buyers reported an excellent onboarding experience. The survey revealed three common symptoms that contribute to a deficiency in customer onboarding and fulfillment.
1. “Where’s my quote?”
Potential customers should be thrilled with the level of service they receive during the sales and quoting process. However, the survey revealed that only 38% of buyers strongly agreed that their provider had delivered a quote in the expected timeframe. There’s nothing more frustrating as a customer than a vendor being unable to turn around a quote after entering into a relationship with them. The most successful CSPs are implementing integrated Sales Automation and CPQ (Configure, Price, Quote) systems designed for communication services that guide sales personnel with recommended actions, enabling them to deliver quotes faster than ever.
2. “Why is my service not available yet?”
Service delivery makes a lasting impression with customers, and as a CSP, you strive to make that impression positive. In the survey only 33% strongly agreed that their service was delivered quickly. To address this challenge, modern digital service providers can deliver with precision and speed using order orchestration systems with case lifecycle management. CSPs, partners and customers have guided order experience with SLAs to support the service delivery. Process deficiencies are proactively highlighted before the service delivery is in jeopardy. This gives the customer full visibility into the delivery lifecycle, making a long-lasting, positive first impression.
3. “That’s not what I bought!!!”
There’s nothing worse than being subjected to a “bait and switch”? In the survey only 38% agreed that the service delivered matched the service outline in the proposal. Leading CSPs stay on top of delivering the services and equipment promised to their customers. When the prospect commits, the equipment is delivered with integrity.
Vodafone Germany is leading the way here. The company is increasing velocity and adding agility to their systems. Check out this short video from PegaWORLD 2015 where Vodafone highlights how they create a “perfect order” that is digitally captured - right the first time, visible, and automated. This drives a differentiated customer experience, reduced onboarding times, increased sales and operational efficiency.
Don’t lose business or put future opportunities at risk by subjecting your customers to poor sales and onboarding experiences. Increase velocity and deliver with precision! This is one of the essential things in making B2B simpler for telecoms and cable companies. To see all five essentials, check out my eBook on how Pega can enable an agile transformation in CSPs.
Learn the five essentials and discover how Pega can enable an agile transformation in CSPs. Download the eBook today!