Industries

Telecommunications

We see how the seemingly endless demand for extended connectivity has raised the level of products, service and assistance demanded by customers. We work to highlight and implement improvements in all manner of opportunity areas. The compartmentalization of customer support in numerous departments creates silos with no integrations, disrupts information flow and hampers real insight-mining. Customer service shortfalls exacerbated by unsatisfactory automated responses and unnecessary to-and-fro conversations. These such issues require true partnership and the crafting of effective solutions to address them.

We also recognize how this industry’s maintenance and monitoring process has its own set of challenges, being asset-intensive, requiring specialized asset management and monitoring systems. However, off-the-shelf asset management software is frequently not customized to the nuances of the industry, which is where our bespoke approach adds real value. Our approach includes:

Integrating applications

We work to integrate all applications within and outside the customer support ecosystem to deliver optimized customer experience. We create a unified customer engagement profile and equip the customer support team with tools to aid speed and efficiency.

Customer data analytics

With a unified data source, customer data spread across systems can be linked together. With structured data, you can leverage analytics to extract valuable insights based on customer behavior. We enable you to adopt analytics to identify key value-generating opportunities and offer enhanced personalized service.

Customer engagement platform

We help create an improved engagement process that reduces waiting times and misinformation by optimizing the balance of automated chatbots and human interactions. Our design thinking and customer experience expertise enables us to partner with you to re-engineer processes and integrate automations to engage customers more meaningfully.

Choose the right Asset management system or build one

We help manage assets by adopting a system that’s tailor-made to the industry needs. Most operational and maintenance activities involved in the telecommunication industry need customizations from scheduling to address breakdown maintenance. We prioritize quick turnaround times and access to knowledge systems as key to addressing this challenge.

Propel