Scenario - bxp for telcos - Revision history

Philip Lacey: Philip Lacey moved page Bxp for telcos to Scenario - bxp for telcos

2015-08-20T13:38:32Z

2015-07-20T16:17:57Z

‎Sales

2015-07-20T16:01:44Z

‎Role: Satmetrix NPS facilitating tool

2015-07-20T16:01:27Z

‎Role: Customer Retention Tool

2015-07-20T16:01:03Z

‎Role: Case Management for Customer Care

2015-07-20T16:00:25Z

‎Training / Quality / Compliance

2015-07-20T15:59:50Z

2015-07-20T15:53:47Z

‎Customer Care

2015-07-20T15:53:22Z

‎Customer Care

2015-07-20T15:51:35Z

← Older revision		Revision as of 16:17, 20 July 2015
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		+
		+	=== Role: Next Best Action (NBA) Support ===
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		+	bxp has the ability to apply intelligence to customer records. In real time or in batch processes, to ensure that an agent is presented with the best planned / most tailored solution that should suit the demographics of the customer they're talking to.
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		+	With easily changed and highly configurable matrices of offers possible, it never becomes too technical. Marketing manage the offers and rules governing them in real time. The offer just pops to an agent to deliver.
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		+	In this way focused offers and their return calculation are easily made with direct agent comparison possible. Which agents are selling which offers the best. Which offers are easiest to sell. With every action audit-able any level of statistic or tracking metric can be used.

	== Marketing ==		== Marketing ==

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 === Role: Satmetrix NPS facilitating tool ===
+[[File:Telcos_001.png|frame|Improving Customer Retention]]
 [http://www.satmetrix.com/ Satmetrix] are the providers of the Net Promoter Score model. [http://www.satmetrix.com/nps-score-model/ NPS Info]  bxp provides operational integration tools that allows automation of interactions whilst not increasing AHT.
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 Find out more about NPS and bxp here [[Net_Promoter_Score]]
 === Role: Mass Marketing Tool ===

@@ Line 48: / Line 48: @@
-From this matrices of appropriate offers can be applied automatically.  Customers can be grouped easily into categories such as Bronze, Silver, Gold, Platinum etc.  Retention packages are then appropriate to the grouping.  [[File:Telcos_001.png|frame|Improving Customer Retention]]
+From this matrices of appropriate offers can be applied automatically.  Customers can be grouped easily into categories such as Bronze, Silver, Gold, Platinum etc.  Retention packages are then appropriate to the grouping.
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 This solution has saved thousands of Euro in wasted / abused / misused offers.
 === Role: Case Management for Customer Care ===

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 === Role: Case Management for Customer Care ===
+[[File:Case management report.png|frame|Live Care Data]]
 Customer Care represents the hub of responsive customer contact.  Customers ring, email, social media or post in to name a few methods.
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-Where first call resolution is a primary goal instant tracking of cases is instantly available. [[File:Case management report.png|frame|Improving Customer Retention]]
+Where first call resolution is a primary goal instant tracking of cases is instantly available.

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 === Role: Company merge training solution ===
+[[File:Telcos_002.png|frame|Quality and Compliance]]
 As mergers happen in the telecoms industry frequently, bxp has become the platform of choice to facilitate those mergers.
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 Material is loaded into bxp about operation 1s products, services and most importantly procedures.  Tracking is automatically set up to record which users have been through the material.  Testing is provided to perform simple checks to ensure information retention.  Communications tools are then used to facilitate FAQ discussions without the need to remove staff from current operations.
-[[File:Telcos_002.png|frame|Improving Customer Retention]]
 The eLearning module of bxp was deployed and used by Team Leads to collate initial material and begin documentation procedures with minimal operational impact and kept turn around time of the project to days instead of weeks.
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 Find out how easy it is to get documenting an entire organisation:  [[What_is_an_eCourse]]
 == IT / Systems ==

← Older revision	Revision as of 13:38, 20 August 2015
(No difference)

← Older revision		Revision as of 15:53, 20 July 2015
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−	From this matrices of appropriate offers can be applied automatically. Customers can be grouped easily into categories such as Bronze, Silver, Gold, Platinum etc. Retention packages are then appropriate to the grouping.	+	From this matrices of appropriate offers can be applied automatically. Customers can be grouped easily into categories such as Bronze, Silver, Gold, Platinum etc. Retention packages are then appropriate to the grouping. [[File:example.jpg\|frame\|caption]]
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−	[[File:example.jpg\|frame\|caption]]

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 From this matrices of appropriate offers can be applied automatically.  Customers can be grouped easily into categories such as Bronze, Silver, Gold, Platinum etc.  Retention packages are then appropriate to the grouping.
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 Find out more details on Case Management and its capabilities [[File:CC-4-4_-_Case_Management_and_Reporting_v1-1.pdf]]
 == Sales ==