Telecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction

Transcription

1 Telecommunications Overview Enhance customer loyalty with customer-centric communications and interaction

2 Communications Service Providers face many challenges with requirements to provide diversified and digital content services in a fast changing, multi-technology environment. It is essential that Communications Service Providers (CSPs) respond quickly to market and technology changes to satisfy customers needs, while reducing both capital and operational expenditure (CAPEX and OPEX). Through a strong commitment to research and development, strategic partnerships, and an unparalleled track record of customer success, Pitney Bowes Software (PBS) is enabling CSPs to compete effectively by: Building strong and profitable customer relationships Accelerating revenue growth and the adoption of new business models Maximising operational efficiency and return on investment. Key Capabilities 1. Highly Sophisticated Location Intelligence and Data Quality Management. Stores, organises and correlates large volumes of interrelated customer, network and location information for use throughout the enterprise including coverage location, customer on-boarding, workflow management, etc. 2. Develop a 360-degree View of the Market and Customers. Aggregating disparate data systems and providing actionable insight around market opportunity and deeper customer segmentation models. 3. Customer Bundle Optimisation. Allows multi-play Communication Service Providers to maximise revenue and overall profitability while retaining customers. 4. Unified Customer Communications Management. Improves organisation-wide customer communication intelligence and deliver customer experiences that are more relevant, satisfying, effective and efficient. Use targeted and embedded transpromotional functionality including bill presentment, e-billing and outbound/inbound marketing campaigns. The PBS range of telecommunications capabilities enable CSPs to realise customer lifetime relationships across the entire organisation in the various stages of the relationship between the consumer and the provider. Pitney Bowes Software now has all the tools for emerging multichannel communications. Portrait Software, acquired in 2011, uses predictive analytics to guide customers across , to contact centre, print, and websites, and represents the true brains of customer communications. When tied to execution strength of the EngageOne Communication Suite, this becomes a game changer for DOCCM. Forrester Wave

3 Our solutions help service providers turn customer and network data into insight, enhancing the customer experience and creating mutual lifetime value. Location Intelligence and Data Quality Management The deployment of almost all new CSP technologies and services are, in most instances, location dependent in order to maximise early adoption, return on investment and increase penetration within the community. The NBN roll-out is one such example. In order to achieve these objectives, clear, concise, up to date and demographically robust datasets along with highly granular Geographic Information Systems (GIS) that caters for both the individual and the enterprise is essential. Complete platforms of this nature will enable CSPs to easily and quickly determine the most suitable localities to address, with the rollout of new technologies such as LTE, WiMAX, ADSL2+, FTTx, PON, IPTV, etc and begin generating revenue with targeted network rollouts. The extensive reach in PBS location intelligence solutions extends to cover: Centralised catalogue creation for spatial data Establishment of metadata automatically to facilitate rapid discovery Elimination of time consuming data searches Remove duplicated data purchases thereby saving money Compliance with spatial data infrastructure standards.

4 These solutions offer statistical models and spatial analyses that can help you master the complex relationships between customer demographics, market trends, buying patterns and location. Customer Insight and Analytics Marketing is constantly faced with the challenge of defining and scoping new products and solutions to meet the varying needs of the market. Predictive analytics will help an organisation create a strategic marketing plan that helps identify consumers with a higher likelihood of responding to a particular offer, minimise the risk of targeting uninterested customers, ultimately driving greater profitability without unwanted cannibalistic effects. Build micro targeting models using data from consumers past purchasing history and response likelihood for various customer engagement channels. Additional information about the consumers geodemographic, socioeconomic and other characteristics can be used to enrich the data and make more accurate predictions. Targeting only the persuadable consumers then leads to substantial increase in response rate which can lead to a significant reduction in cost per acquisition. Apart from identifying prospects, predictive analytics can also help identify the most effective combination of products (or features), bring them to market quicker (TTM) and provide informed guidance in network footprint expansion and augmentation. The customer insight developed is also immediately actionable. By deploying targeting models into all customer engagement channels, interest is generated through traditional, digital and social media channels whilst customers are qualified in real-time when they call the contact centre, enter a branch, or use the website. Product marketing performance is measured against the lift effect of each marketing activity, allowing our marketing strategies to organically improve. Demonstrating consistency across all customer touchpoints has a significant impact on the customer experience. Camilla Cramner, Head of Global Retention Programs, TeliaSonera The PBS inbound/ outbound fusion and its customer interaction optimisation are strengths in the MCCM market. Gartner MCCM Magic Quadrant 2010

5 Reconnecting the Customer: PBS assists CSPs to develop a customer-centric approach through its Customer Bundle Optimisation solution. Pitney Bowes Software Telecommunications Services Customer Bundle Optimisation A recent Australian Communications and Media Authority (ACMA) report, Reconnecting the Customer, showed that consumer complaint levels in the Australian telecommunications industry are far too high and identified Bill shock as one of the key drivers of complaints. PBS has developed a Customer Bundle Optimisation solution which allows multi-play CSPs to maximise revenue and overall profitability while retaining customers. This is achieved by analytically assessing their spend patterns, usage patterns, market dynamics and competitive threats, and optimising bundled offers for individual consumers based on business rules. The Pitney Bowes Software Customer Bundle Optimisation solution allows CSPs to; Maximise profitabilty: Recommend best price plan for every individual based on usage Defend customers at risk of churn Identify up-sell opportunities Complete a rapid threat assessment of competitive offerings. Improve customer satisfaction: Match bundle to actual usage Achieve bill transparency Provide insurance against over usage. The second is consumers receiving unexpectedly high bills-colloquially know as bill shock, which probably causes the most consumer harm. Addressing the underlying causes of bill shock is likely to lead to significantly fewer complaints. ACMA, Reconnecting the Customer September 2011

6 Our sophisticated intelligence solutions solve complex business problems and we bring them to you efficiently and cost-effectively. Billing and Customer Care A well architected and user friendly billing and customer care operation can distinguish service providers in a crowded market. Such solutions minimise the cost of support, while allowing maximum flexibility for services innovation, and ensure an optimal customer experience. Our customer communications management solutions are based on open standards providing new options to a CSP s marketing department to use the bill and other customer correspondence to promote and up/cross-sell customer-specific solutions. Using the business intelligence hidden within a CSP s applications PBS help an organisation unlock the massive revenue and service potential. PBS solutions are designed to help improve billing and customer care operations by: Automating and integrating bill print and online presentment reducing cost and overall effort of billing operations. Take advantage of electronic channels to build customer intimacy and reduce environmental impact by increasing adoption of web based billing Highly flexible and intuitive e-billing capabilities that enable reduction or elimination of outsourcing costs Minimise lost revenue due to integrated single bill view Proven carrier-grade scalability suitable for both retail and corporate customers Support mixed pre- and post-paid mobile accounts to help win new subscribers and reduce churn Maximise revenue through advanced exceptions management Ability to turn every customer interaction into a revenue-generating opportunity Reduced call centre training time by providing a single-system customer view. Further, PBS can also help service providers with effective communications for loyalty programmes that enable a reduction in churn and maintenance of ARPU/AMPU in the pre-paid mobile market. Campaign optimisation results can significantly affect campaign profitability and return on investment (ROI) by determining the most valuable campaign and offering mix, as well reducing cost by eliminating ineffective campaigns. Adam Sarner, Gartner

7 Conclusion Pitney Bowes Software telecommunications solutions help CSPs accurately and efficiently bring new service/product concepts to market, help collect revenue for services provided and carry out key operational functions in between. The table below summarises the benefits Pitney Bowes Software brings to your telecommunications business. PBS Telecommunications Solutions Provide: Predictive analytics based service/product concept creation Easy, efficient and error-free on-boarding of customers Single integrated communications management platform across the whole business for all customer communications, billing and customer care Business Benefits: Drive market and resource strategy based on customer insights and increase revenue and market share Plan, design and deploy networks in line with market segments and corporate directions and bring on board qualified customers and fulfill business case objectives Increase customer intimacy and loyalty with targeted messaging using the customers preferred communication channels

8 For more information call or visit us online: ASIA PACIFIC/AUSTRALIA UNITED STATES EUROPE/UNITED KINGDOM CANADA Every connection is a new opportunity Pitney Bowes Software, Inc. is a wholly-owned subsidiary of Pitney Bowes Inc. Pitney Bowes, the Corporate logo is a [registered] trademark of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners Pitney Bowes Software, Inc. All rights reserved APAC 1204 BR