Welcome!

Related Topics: Agile Computing

Agile Computing: Blog Post

How Customer Service Can Enable Customer Retention, Rather Than Cause Churn

We all love a good moan, whether it's about the weather, the government or traffic

We all love a good moan, whether it's about the weather, the government or traffic - not forgetting bad customer service. However, the problem with the latter from a merchant's perspective is that negative talk naturally damages reputations. Furthermore, discussions on positive customer experiences, that could potentially restore dented names, are seldom conversed.

However, for CSPs, the cost of bad customer service is proving to be more than marred reputations. On a global basis, around 20% of mobile customers churn as a direct result of poor customer care[1]. CSPs are under immense pressure to remain profitable and thus preventing customers from churning is a key priority. Therefore, it's no surprise that CSPs are investing heavily in their CRM systems. Analysys Mason predict customer care system revenue will increase 6.1% and 6.6% CAGR in EMEA and NA, respectively, over the next 5 years[2].

The ‘next gen CRM' is being largely constructed on what the modern customer is demanding: a personalized service that is available on multiple platforms, covering multiple packages (if applicable). Most of us, at some point, have experienced the frustrations of calling up your quad-play provider with issues covering more than one service, only to have to be transferred from one rep to another as they do not have access to what is referred to as a 360◦ view. In fact, moving towards an integrated customer care system (one that sits across multiple BSS systems and services enabling a holistic view of all customer data held by the operator) was stated as a key recommendation for all CSPs in a recent report by Analysys Mason[3]. However, in a survey conducted by Light Reading, operators regarded integrating data sources as their primary operational challenge[4]. The difficulty is that CRM deployment requires seamless BSS integration.

Having a holistic, or 3600 view of the customer will not only enable Customer Service Agents to provide a better quality of service, but also allows them to discover and act upon sales opportunities. In short, it will free staff from non-profit administrative tasks, caused by burdensome, siloed systems and allow them to spend more time selling. The KPIs for building a more cost-efficient CRM, and providing a better quality of service, are similar - meaning that if you meet the KPIs for one, you'll meet them for the other.

Understanding the need for such features is what led to the creation of AsiaInfo's ‘next gen' CRM solution - the VerisTM CRM. Designed specifically for the telecommunications industry, it is a highly innovative and carrier grade system boasting a low cost of ownership (through deployment on blade servers and using cloud based, multi-tenant architecture). It provides a full 360 degree view of every customer, including interactions through all communication channels (Facebook, Twitter, Web and Mobile Self-Care, SMS, Retail Stores, Contact Centre, Email, etc) and is fully integrated with Billing and Business Intelligence systems, enabling real-time customer insights. The superior customer service enabled by Veris CRM empowers CSPs to differentiate, allowing customer service to become a factor toward customer retention, rather than customer loss.



[1] Accenture, ‘Maximizing Customer Retention', May 2012.

[2] Analysys Mason, ‘Customer Care Forecast', October 2013.

[3] Analysys Mason, ‘Customer Care Forecast', October 2013.

[4] Light Reading, ‘Monetizing Data: The Role of BSS in the Digital Revolution', November 2013

More Stories By Claire McMahon

Claire McMahon is the International Telecom Analyst at AsiaInfo-Linkage, the supplier of the world's most advanced software solutions and IT services to the telecommunications industry.

Latest Stories
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics. In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at EMC, will introduce a methodology for capturing, enriching and sharing data (and analytics) across the organizati...
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
I'm a lonely sensor. I spend all day telling the world how I'm feeling, but none of the other sensors seem to care. I want to be connected. I want to build relationships with other sensors to be more useful for my human. I want my human to understand that when my friends next door are too hot for a while, I'll soon be flaming. And when all my friends go outside without me, I may be left behind. Don't just log my data; use the relationship graph. In his session at @ThingsExpo, Ryan Boyd, Engi...
SYS-CON Events announced today that Secure Channels will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. The bedrock of Secure Channels Technology is a uniquely modified and enhanced process based on superencipherment. Superencipherment is the process of encrypting an already encrypted message one or more times, either using the same or a different algorithm.
The vision of a connected smart home is becoming reality with the application of integrated wireless technologies in devices and appliances. The use of standardized and TCP/IP networked wireless technologies in line-powered and battery operated sensors and controls has led to the adoption of radios in the 2.4GHz band, including Wi-Fi, BT/BLE and 802.15.4 applied ZigBee and Thread. This is driving the need for robust wireless coexistence for multiple radios to ensure throughput performance and th...
The Internet of Things can drive efficiency for airlines and airports. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Sudip Majumder, senior director of development at Oracle, will discuss the technical details of the connected airline baggage and related social media solutions. These IoT applications will enhance travelers' journey experience and drive efficiency for the airlines and the airports. The session will include a working demo and a technical d...
SYS-CON Events announced today the Enterprise IoT Bootcamp, being held November 1-2, 2016, in conjunction with 19th Cloud Expo | @ThingsExpo at the Santa Clara Convention Center in Santa Clara, CA. Combined with real-world scenarios and use cases, the Enterprise IoT Bootcamp is not just based on presentations but with hands-on demos and detailed walkthroughs. We will introduce you to a variety of real world use cases prototyped using Arduino, Raspberry Pi, BeagleBone, Spark, and Intel Edison. Y...
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...
Traditional on-premises data centers have long been the domain of modern data platforms like Apache Hadoop, meaning companies who build their business on public cloud were challenged to run Big Data processing and analytics at scale. But recent advancements in Hadoop performance, security, and most importantly cloud-native integrations, are giving organizations the ability to truly gain value from all their data. In his session at 19th Cloud Expo, David Tishgart, Director of Product Marketing ...
While DevOps promises a better and tighter integration among an organization’s development and operation teams and transforms an application life cycle into a continual deployment, Chef and Azure together provides a speedy, cost-effective and highly scalable vehicle for realizing the business values of this transformation. In his session at @DevOpsSummit at 19th Cloud Expo, Yung Chou, a Technology Evangelist at Microsoft, will present a unique opportunity to witness how Chef and Azure work tog...
Information technology is an industry that has always experienced change, and the dramatic change sweeping across the industry today could not be truthfully described as the first time we've seen such widespread change impacting customer investments. However, the rate of the change, and the potential outcomes from today's digital transformation has the distinct potential to separate the industry into two camps: Organizations that see the change coming, embrace it, and successful leverage it; and...
SYS-CON Events announced today that China Unicom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. China United Network Communications Group Co. Ltd ("China Unicom") was officially established in 2009 on the basis of the merger of former China Netcom and former China Unicom. China Unicom mainly operates a full range of telecommunications services including mobile broadband (GSM, WCDMA, LTE F...
Enterprise IT has been in the era of Hybrid Cloud for some time now. But it seems most conversations about Hybrid are focused on integrating AWS, Microsoft Azure, or Google ECM into existing on-premises systems. Where is all the Private Cloud? What do technology providers need to do to make their offerings more compelling? How should enterprise IT executives and buyers define their focus, needs, and roadmap, and communicate that clearly to the providers?
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.