Customer service is not a department, it’s everyone’s job
This blog is by Martin Gustafsson at Nokia Networks. Twitter: @nokianetworks
This is the first in a mini-series of blogs by our transformation consultants on how to prepare for the programmable world where everyone and everything will be connected.
Customer centricity – a fancy way of saying customers make the business world go round. So looking after them and considering their needs above all else underpins everything operators do, right?
Yes, BUT – this ‘customer centricity’ needs to extend to all operational aspects so that everything is geared to considering customers’ needs. But how well do your operational procedures meet these goals and how can you measure it? Nokia’s Operations Assessment Service is designed to provide those insights.
Essentially, this new service gathers data and uses it to show how well an operator is doing against its peers – then suggests ways to improve operational efficiency, quality and alignment.
One project finding showed that prioritizing trouble tickets would have the greatest immediate impact on customer satisfaction. For example, by examining the amount of traffic going through a network element just before it went down allows maintenance teams to prioritize those elements serving the most users. Another possible development for many operators is to create a better flow of information between operations and the customer helpdesk to allow for more accurate communications regarding where and when issues will be resolved.
The next step in the evolution to customer centric operations would be to implement Service Management. This covers the entire lifecycle of mobile broadband services running on an operator’s network, including service design, launch and monitoring. The longer term resolution would naturally be to integrate Customer Experience Management into all areas of the organization.
Overall, Nokia’s Operations Assessment Service identifies improvement areas, can set targets, and gives actionable recommendations such as how to increase the percentage of remote resolution. Experience has shown that the service can generally produce OPEX savings of around 20% percent. And it doesn’t have to be time consuming! As part of the Operations Assessment process, short interviews with key staff (1.5 hours) are conducted and supplemented by an employee-wide survey to gain insight on other aspects of the operation.
All in all, a small investment of time and resources to ensure customer satisfaction is indeed what makes your business go around.
Stay tuned for our next blog in the series this month, where we’ll be looking at operational transformation for consolidation and converged offerings.
Please share your thoughts on this topic by replying below – and join the Twitter discussion with @nokianetworks using #NetworksPerform #mobilebroadband #ExpertAdvantage #CSPCX #CustomerExperience.