Scenario - bxp for telcos
Contents
1 Introduction
Since 2009 bxp has been applied by applied by telcos to solve various challenges within their operations and has resulted in 100,000s of savings. This scenario details by various departments real world examples of what bxp has been able to facilitate.
2 Examples of clients using / have used this solution
3 Areas
bxp is a flexible toolkit which can and has been applied in many different ways by various different departments within telcos.
Most of our projects have begun as tactical programs / issues for teams circa 10 to 20 staff which have grown to be business wide solutions.
3.1 Customer Care
3.1.1 Role: Customer Retention Tool
A customer phones up and wants to cancel their subscription. What is done to retain the customer? A lot of solutions use the intelligence and experience of agents to make judgements. From time to time this can lead to mistakes and abuse of systems.
bxp is used to lookup the customer record. Where integrated with the phone system is possible, the customer is looked up automatically based on IVR or CLID information. The customers primary details can be assessed.
- Time remaining in contract
- Current average spend
- Services used
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.
So Customer 1 phones in, with 9 months left on their contract, bxp will allow the agent limited to no offers. Customer 2 phones in, the system identifies this as a business account with many services and a strong history, so the offers are extensive which can be offer to the customer for their retention.
At the same time bxp is reminding the agent that:
- IF they lose the customer they get no bonus at all
- IF they save the customer but use the maximum offers available they get no bonus
- IF they save the customer but use a lower offer they will get a bonus
The amount of save bonus is translated into points. Those points can be used by agents for various internal rewards.
bxp is used to manage the matrix of offers, the points of the sales staff, tracks the offer successfully delivered and presents the interface which reinforces the retention message.
Live dashboard reporting gives managers instant visibility of staff performance and more importantly customer retention incentive performance (what offers work and what don't).
This solution has saved thousands of Euro in wasted / abused / misused offers.
3.1.2 Role: Case Management for Customer Care
Customer Care represents the hub of responsive customer contact. Customers ring, email, social media or post in to name a few methods.
bxp provides an omni-channel contact management tool including managing the Post Room.
As a contact arrives at an agents desk, Computer Telephony Integration (CTI) allows screen pops and various configurable changes to be applied to the case management.
As this is case management and not just record logging, timing and tracking information is instantly started to be recorded.
As different forms / workflows can be created for other departments, bxp, like a central post office, can distribute cases to numerous other departments if required.
Using these tools a customer phones up with a complaint about their bill:
- The case is started in bxp
- Using an outcome that case is transferred to the billing department
- Seamlessly an email is generated and communicated to the customer to track their case and who they've interacted with
- The billing department in a couple of days begin to process the query which requires investigation
- The customer rings back in with an update to Customer Care. A copy of the posted bill is attached to the case
- bxp facilitates the update to billing via the Customer Care case
- Billing finish the enquire and automatically the case update is returned to Customer Care to follow up with the customer
- Customer care ring the customer and resolve the issue.
As result of these capabilities:
- Customer Care can without extra work transfer cases to departments who can deal with queries properly
- Billing have a processing queue which is audit-able with full case history.
- Service Level Agreement reporting is available to track the Customer Care case
- Service Level Agreement reporting is available to track the Billing case
- Response times for all internal activity is available
- All documentation and recordings are centrally allocated to an audit-able case
Where first call resolution is a primary goal instant tracking of cases is instantly available.
One version of the truth makes Care management instantly easier and more effective whilst reducing after call work to 0!
Find out more details on Case Management and its capabilities File:CC-4-4 - Case Management and Reporting v1-1.pdf
3.2 Sales
3.2.1 Role: SalesForce.com replacement
SalesForce.com is unarguably the largest sales lead management solution in the world. However at < 20% of the cost for the same and more enhanced functionality bxp has been the reason for many businesses to change.
If you know SalesForce you know what you want, now get it cheaper. If you'd like to know more then have a read of Scenario_-_bxp_and_Lead_Generation_and_Pipeline_Management
3.2.2 Role: BPO management solution
bxp can be used as a real time metric gathering and management tool for managing your Business Process Outsource partners. Reduce the cost and time to set up. Don't get locked in BPO propriteary solutions or have to put up with not knowing specifics.
The numerous benefits are covered and detailed in our other scenario Scenario_-_bxp_for_Process_Owners_and_BPO_management#bxp_for_the_Process_Owner bxp for Process Owners and BPO management
3.2.3 Role: Customer Retention program management
Identification and targeting of customer retention groups can be fragmented and challenging. Monthly extractions of limited groups of data which need extensive customisation of offers targeted by group. Where loading data into a dialler is not possible or more often, not practical then bxp provides the ideal solution.
Extract a group of customers. Load them into bxp in seconds. Contact them. Use real time metrics and see instant ROI. Make use of key staff anywhere, in any time zone to deliver the campaign you need at your cost without the need to wait for a complicated IT setup.
One of our clients has a track record of over 1200 campaigns successfully delivered on our platform!
Find out more from our scenario on setting up a campaign. Scenario_-_bxp_for_Outbound_Campaign_management
3.2.4 Role: Next Best Action (NBA) Support
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.
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.
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.
3.3 Marketing
3.3.1 Role: Satmetrix NPS facilitating tool
Satmetrix are the providers of the Net Promoter Score model. NPS Info bxp provides operational integration tools that allows automation of interactions whilst not increasing AHT.
Where the internal IT team may state it will take a long time to adapt, bxp is frequently used as the tactical solution to immediately get the solution up and running.
The resulting feedback can be set to be an automatic campaign with queued records to be rung to immediately deal with detractors.
Find out more about NPS and bxp here Net_Promoter_Score
3.3.2 Role: Mass Marketing Tool
bxp has the ability to send group texts and emails. With "clickthru" technology integrated into the messages allows for instant campaigns to be self build to allow tactical responses to be compliacated but require no IT integration overhead.
All n One's vast experience in this area and ability to consult and support any solution allows us to give you the very solution.
- Email : Email_-_Start_Here
- Email : Communications_-_Email_Clickthru
- Email : Email_-_Improving_Delivery_Rates
- Social Media : Scenario_-_bxp_and_Social_Media
- SMS: Comms_SMS_Engine_Enhancements_2014_04
- Communications articles Category:Topic:Communications
- Marketing articles Category:Topic:Marketing
3.4 Digital / Online
3.4.1 Role: Digital marketing spend tracking
Media Manager is a tool that was expressly built into bxp to allow for far greater refinement and support of marketing based activity.
The standard tools for interacting with customers are forms in bxp. These allow for logic branching. As part of the script it is possible to add a field to allow the capture of a media code. At the very bottom of the script it is also possible to include the media schedule for previous 2 hours and the forth coming hour. This listing of media events allows agents to be made aware of what's coming up to ask more probing and meaningful questions as to "Where did you hear about us?".
Using this engine a number of advantages are facilitated:
- Agents can check against actual advertisements going out
- For TV and Radio ads, better staffing can be attained as people don't go on break when a big ad is going out
- Response to ads can now be properly allocated
The bxp engine allows for the marketing department to manage the Media Schedule without adding overhead to operations. Schedules can be loaded weeks in advance. Most importantly demographic tracking is available in real time to marketers and 3rd party marketing companies to leverage real time response figures in assisting spend decisions.
bxp has demonstrate-ably been used to :
- Reclaim money from Advertising companies who did not put an ad out at all
- Reclaim money from Advertising companies who deliver ads not to schedule
- Improve response rates by staffing appropriately to ad schedules
- Directly influence marketing spend to maximise Return On Investment based on response rates
- Allow for real time shuffling of schedules to maximise return (ad slots were move to drive time home slots as people didn't call whilst in work)
Find out more about our Media Manager: Module_-_Media_Manager
3.5 Training / Quality / Compliance
3.5.1 Role: Company merge training solution
As mergers happen in the telecoms industry frequently, bxp has become the platform of choice to facilitate those mergers.
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.
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.
Find out how easy it is to get documenting an entire organisation: What_is_an_eCourse
3.6 IT / Systems
3.6.1 Role: CTI integration
bxp can be integrated with any phone system that can pop a URL. Scenario_-_bxp_Integration_with_a_Phone_System
All the benefits that happen when you integrate a phone system can be realised. Inbound with automatic lookup, intelligent integration with outbound dialler campaigns and data capture from IVR based campaigns are all possible and demonstrable.
3.6.2 Role: Web enabling legacy IT solutions
bxp has extensive system integration capability. bxp has been demonstrate-ably used as a wrapper for an AS400 solution. How?
At night generate a report from the primary system which includes all the data that is needed by agents. This file is structured. The file is transferred via SFTP (bxp can collect the file, or better still your infrastructure pushes the file in bxp's SFTP environment). bxp is set to read the file at a scheduled time and it intelligently updates the records in bxp.
bxp is web based and pure SaaS, so nothing to install for users. The records are interacted with during the day. In the evening a delta file of changes is created in a structure file for reading into the system and this file is left to be collected or pushed into the infrastructure.
A worked example shows. 1.2 million customer records
- Database: 1.2 million customer records
- File Size: 400+ Mb
- Data transfer time: 6 minutes
- Data processing time: 4 minutes
- Lookup a record Timing (with precision searching and custom index): 0.59 seconds average
- Delta file creation: 3 minutes
- Data transfer time: 10 seconds
- Data processing time: < 1 minute
All n One are happy to facilitate and plan any custom set of required integrations.
3.7 Stores / Shops
3.7.1 Role: Customer retention management
As discussed earlier in this article #Role: Customer Retention program management retention programs have massive benefits. Using the web enabled capability of bxp #Role: Web enabling legacy IT solutions as well, bxp was able to bring the power of centralised solutions to a very distributed group.
Walking into a shop is just as powerful as calling the centre. No need for staff to call the centre, they can perform exactly the same options from the store.
With the same learning and training support tools, agents in a shop have all the capability at their fingertips.
Security in bxp allows for specific users to be locked to specific IP addresses, so agents can only work from one store. Intelligent locking ensured that if an agent was to "walk away" from a terminal it would self lock within X seconds.
The very cost effective licensing meant that all the tools used were universal and single central budgeting and globally available functionality, coupled with speed of roll out meant bxp was the ideal solution to maximise staff capabilities.
3.7.2 Role: Training and compliance management
With small teams / smaller shops the cost of training and compliance management is magnified. You can't have everyone disappear at the same time to go training. bxp was able to deliver that training in an ongoing and audit-able way with no need to transport staff or cause loss of working day through relocation. Remotely sending trainers stopped with massive savings and displacement costs.
For team and morale building exercises, videos and conferencing tools are facilitated all within the security of a single solution.
Centralised auditing capability means that one compliance team can drill down to even the most remote store to ensure they are treated and respected as any staff member throughout the organisation.
The use of bxp alone can reduce insurance and professional indemnity costs. The cost saving in professional consistent delivery alone makes bxp the most effective distributed staff management tool available.
3.7.3 Role: Fields Sales
The primary challenge of field teams is churn. A difficult job at the best of times. Churn is the leaving and hiring of staff. bxp allows automated training along with quality checking.
bxp working remotely on tablets can provide GPS data back to management to track operations.
Grouped targeting allows for focused sales campaigns and real time redistribution of labour.
bxp working on a tablet allows for actions to occur in real time. Account creation, sales, customer care requests, escalations are all instant with audit-able tracking. No custom builds with team leads / managers able to adapt business processes as required.
bxp can even be used in remote areas with no Internet coverage and we have won field sales awards to back this up. Release_History#Award History
To find out more about this technology you can read here Using_Forms_Offline
3.8 Back Office
3.8.1 Role: Cessations management solution
Moving processes from Excel sheets to structured business processes with analytics can be a daunting challenge. All n One were retained to facilitate the transition in to bxp for an entire departments operations. Effectively moving from an Excel managed solution into a fully automated system was a structured project develop
Using a structured project based approach All_n_One_Project_Development_Approach All n One successfully assisted in the transitioning into bxp.
With Phase 1 successfully completed optimisation and growth of the solution began. Integration with pubic websites optimised how customers could interact with the department. Enable the 3rd party white post management company to log data in real time greatly improved responsiveness. Dynamic filtering on mailboxes reduced wasted time on spam and spoofing enquiries.
Extensive management reporting is now also available to refine the operation and assist staff who need attention without the need to carpet bomb training on all staff.
The real time reporting gave accurate business statistics and provides an audit trail to regulators to ensure that all Service Level Agreements are being met.
Dynamism in solution now allows retention teams to directly instruct customers to reduce even further interaction times and also improve greatly the data capture and validation at source.
4 Conclusion
bxp is an awesome toolkit for any business, let alone Telco's. All n One's experience puts it in a unique position of understanding the industry and operational requirements. See how we can make you money, save you money and set you apart from your competition. Let us help you make compliance and business management a single click of a button. Chat to us today on +353 1 429 4000, just ask for Nick.