Tag Archives: O2A

Speaking Your Customers’ Native Tongue

shutterstock_329146031One of the most common complaints we used to have with online orders was the amount of time it took to receive a purchase. Placed at the mercy of the antiquated postal system, it was anyone’s guess as to when it might arrive. Not so with today’s digital retailers. If I go online to order a pair of shoes on Zappos, I know the service will be great. Once I click “pay”, I can be sure my order will be out the door within hours, and their system will tell me exactly when I made the order and when and […]  More >>

If Manual is the Cause, Digital is the Cure

shutterstock_331854239A typical business process outsourcing (BPO) offering works according to a very simple formula. If you have a problem, call the vendor and they’ll sell you people to fix it. If a new issue in the process crops up, no problem – they’ll be more than happy to provide a whole team of agents to solve each one manually, and hopefully even sell you a long-term managed service contract. The process is reactive, long, complex and costly. It’s also based on a one-size-fits all approach, whether you’re a manufacturing plant, bank, logistics company – or service provider. Knowledge of the […]  More >>

What does your customer look like?

O2A-email-header380X277It’s a common scenario. The Smith family is moving house and decides to use the opportunity to upgrade their multiplay package to include more TV channels, more landline minutes and faster Internet. It means getting the technicians to coordinate with the customer to install the hardware at the new location, actually doing it on time, and then provisioning the new services on the back end to get it all working and billed properly. But for service providers in the new digital world, that’s simply child’s play. As highlighted by Analysys Mason in their recent white paper, the concepts of “customer” […]  More >>

Read my mind – it’s not that difficult

Read more about how big data analytics can redesign business processesI recently moved apartments, and dealing with the movers was bad enough. What was even more irritating was trying to move my communications package – TV, broadband, and landline – to my new home. Service providers using big data analytics can predict such situations and the likelihood of order fallout or cancellation. They can then use these predictive insights to help streamline business processes and drive better customer experiences and efficiencies.  More >>