customer lifecycle oversight model
DESCRIPTION
TRANSCRIPT
People Process Technology
Telecom Challenges
Remaining competitive in the current telecom marketplace mandates three primary concentrations:
1. Customer Retention – keeping the customers you have2. Revenue Assurance – making the most from the customers
you have3. Flawless Execution – delivering services as efficiently as
possible
In the following presentation we will show how the issues affecting these metrics exist across the entire customer lifecycle. We will then present a unique solution that addresses all simultaneously.
OPTIM
IZATIO
N
People Process Technology
Customer Churn
• Customer oversold on delivery date, price, performance, features, capacity, etc.
• Failed customer credit and legal review follow through• Cancellations due to missed deadlines and commitments• Inadequate customer status updates and communications• Inappropriate collections approach• Billing inaccuracies and disputes• Poor case management discipline impacting customer service• Lack of churn assessment and proactive retention strategyFALL
OU
TTelecom Customer Lifecycle
Sales Pursuit
Product Select
Quote
Credit Check
Legal Review
Order Closure
Order Entry
Data Validation
Loop Qualification
Inventory & Reserve
Reserve Bandwidth
Customer Kickoff
Order CP Equipment
Create Account
Facilities Order
Firm Order Commit
Voice / Data Activate
Test & Accept
Coordinate Install
Field Services
Activate Billing
Customer Follow-up
Billing Inquiries
Collections
Repair / Support
Decommission
People Process Technology
Revenue Shortfalls
• Wrong product/plan recommendation• Missing approvals, paperwork and forms create legal and financial liability• Erroneous and incomplete order entry• Rush order and cancellation carrier surcharges• Late order modifications not reflected in billing• Switch configuration doesn’t match billing setup• Poor field coordination resulting in multiple dispatches• Billing disputes and adjustments• Lack of up-sell strategy on inbound repair & support calls• CPE retrieval and service termination post decommission• Collections, credit and adjustment policies not standardized and enforced
LOS
SES
Telecom Customer Lifecycle
Sales Pursuit
Product Select
Quote
Credit Check
Legal Review
Order Closure
Order Entry
Data Validation
Loop Qualification
Inventory & Reserve
Reserve Bandwidth
Customer Kickoff
Order CP Equipment
Create Account
Facilities Order
Firm Order Commit
Voice / Data Activate
Test & Accept
Coordinate Install
Field Services
Activate Billing
Customer Follow-up
Billing Inquiries
Collections
Repair / Support
Decommission
People Process Technology
Suboptimal Execution
• Order entry prior to technical review• Missing paperwork, credit checks and approvals• Unavailable features, equipment, bandwidth, addresses, etc.• Erroneous and incomplete customer data and order entry• Late customer order modifications• Inadequate customer communications and feedback• Missed milestones • Poor field service coordination• Lack of centralized customer contact historyREW
OR
KTelecom Customer Lifecycle
Sales Pursuit
Product Select
Quote
Credit Check
Legal Review
Order Closure
Order Entry
Data Validation
Loop Qualification
Inventory & Reserve
Reserve Bandwidth
Customer Kickoff
Order CP Equipment
Create Account
Facilities Order
Firm Order Commit
Voice / Data Activate
Test & Accept
Coordinate Install
Field Services
Activate Billing
Customer Follow-up
Billing Inquiries
Collections
Repair / Support
Decommission
People Process Technology
Whole Lifecycle SolutionLI
FEC
YCLE
As shown, issues affecting Customer Retention, Revenue Assurance and Flawless Execution span the entire customer lifecycle. They cross roles, departments and functions.
Any effective solution needs similar reach.
We call it Customer Lifecycle OVERsight or CLOVER
CustomerRetention
RevenueAssurance
FlawlessExecution
People Process Technology
Transformation Strategies
Virtual Intelligent Robotics
Rules Enforcement & Compliance Overlay
Parallel Application Leveraged Deployment
Legacy Data Interchange
Discrete Event Measurement and Analysis
CustomerRetention
RevenueAssurance
FlawlessExecution
Customer Lifecycle Overlay
CLOVER
Multiple transformation strategies can be deployed individually or in combination as part of a comprehensive and customized solution
Unified Desktop Interface
Contextual Analytics and Decision Guidance
People Process Technology
Customer Lifecycle OversightPEO
PLE
Customer Lifecycle OVERsight (CLOVER)
Lift administrative burden across all tasks
% AdministrativeWorkload ReductionBy Role (Typical)80% Sales Support 70% Credit Check 100% Order Entry30% Order Management20% Facilities Ordering10% Activation15% Test & Accept20% Billing80% Collections
CLOVER – Customer Lifecycle OVERsight• Crack team outfitted with the latest technology• Lifts administrative, investigative and data entry burden from
highly-skilled and specialized staff• Average workload reduction of 30-40% across multiple roles• Technical and strategic roles remain in place • Impacts all critical areas of customer retention, revenue
assurance and flawless executionCustomerRetention
RevenueAssurance
FlawlessExecution
People Process Technology
Our “Special Sauce”
ProcessContinuous improvement leveraging DSS to optimize workflow and processes
Customer Lifecycle OVERsight (CLOVER)
PeopleCross-trained
team using entrepreneurial
approach with broad experience
TechnologyNon-invasive approach
speeds implementation and minimizes burden on current IT resources
Treatment Engine• Collections Strategy• Retention Strategy
Client Portal• Metrics Reporting• Issue Management• Collaboration• Project Management
Case Management • Workflow Integration• CRM Functionality• Issue Management
Unified Desktop Interface • Integrated Decision Support (DSS)• Tabbed application integration• Virtual Intelligent Robotics (VIR)• CTI integration capabilities
Knowledge Management• WIKI-based KB• Web-based Document Management
Continuous Improvement• Measure• Define• Innovate• Implement• StandardizeLeveraging Geographic Economies
• Onshore• Near-shore• Offshore
High Efficiency Team• Technology enabled• Cross-silo trained• Workflow guided• Can reduce highly paid resources
Measurement• Process & Workflow Tracking• Integrated Decision Support• Data Analysis
Tota
l A
pp
roach
Combining People, Process and Technology across the Customer Lifecycle
POINT Implementation• Process Optimization, Integration
and Networking Team• Entrepreneurial approach• Agile implementation• Relevant experience
CLOVER
People Process Technology
Pre-Order Plumbing
Sales Agents Customers
Sales Staff Legal Retained Management
DocumentManagement
CaseManagement
ProjectManagement
WorkflowManagement
Decision Support
Port
al
Port
al
Condu
it
FormsContracts
CustomerHistory
StatusTracking
Cross Function Enablement
Business Rules Compliance
Legacy Applications
Em
ail
Em
ail
Phone
Phone
IVR
Strategy Exceptions
Policy
QA Review
Status Updates Self-Service Documentation Access
Single Point of Contact
Scan, Index, Store Documents
Product Selection Assistance
Customer Data Gathering & Verification
Contract Drafting
Status Updates Agent Preferences
Credit Research & Compliance
Review Tracking
CLOVER Toolset
Legal ReviewSales
ComplianceAssurance
CLOVER
Customer Lifecycle OVERsight (CLOVER)C
LOV
ER
IN
TEG
RATIO
N
People Process Technology
Customers
Engineering Repair Billing Retained Mgmt.
Doc & ProjectManagement
Case Management
Decision Support
WorkflowManagement
Treatment Engine
Port
al
Port
al
Condu
it
Project Status &Documents
CustomerHistory
Business Rules Compliance
Cross Function Enablement
Individualized Collections
Legacy Applications
Em
ail
Em
ail
Phone
Phone
IVR
Strategy Exceptions
Policy
QA Review
Support & Status Self-Service Documentation Access
Single Point of Contact
Scan, Index, Store Documents
Treatment BasedCollections
Retention Analysis & Management
Tier 1 / 2 Support
Progress Status Customer Touch-point Management
Field CoordinationReview
Tracking
CLOVER Toolset
Billing Tier 2/3 Repair
Retention Engine
Retention Strategy
Provisioning & Support Plumbing
Customer Data Gathering & Verification
ComplianceAssurance
CLOVER
Customer Lifecycle OVERsight (CLOVER)C
LOV
ER
IN
TEG
RATIO
N
People Process Technology
Customer RetentionPR
OC
ES
STelecom Customer Lifecycle
Sales Pursuit
Product Select
Quote
Credit Check
Legal Review
Order Closure
Order Entry
Data Validation
Loop Qualification
Inventory & Reserve
Reserve Bandwidth
Customer Kickoff
Order CP Equipment
Create Account
Facilities Order
Firm Order Commit
Voice / Data Activate
Test & Accept
Coordinate Install
Field Services
Activate Billing
Customer Follow-up
Billing Inquiries
Collections
Repair / Support
Decommission
Customer Lifecycle OVERsight (CLOVER)
CLOVER – Customer Lifecycle OVERsight• Technology-backed oversight discipline streamlines order
processing, increases communications and improves the customer experience across the entire lifecycle
• Case management system ensures follow-through, enables instant historical research and increases customer confidence
• Billing disputes are reduced and adjustments made according to standardized rules
• Collection treatments reflect customer history, size and value• Proactive churn analysis and retention strategy reduces fallout
CustomerRetention
RevenueAssurance
FlawlessExecution
People Process Technology
Revenue Assurance
Telecom Customer Lifecycle
Sales Pursuit
Product Select
Quote
Credit Check
Legal Review
Order Closure
Order Entry
Data Validation
Loop Qualification
Inventory & Reserve
Reserve Bandwidth
Customer Kickoff
Order CP Equipment
Create Account
Facilities Order
Firm Order Commit
Voice / Data Activate
Test & Accept
Coordinate Install
Field Services
Activate Billing
Customer Follow-up
Billing Inquiries
Collections
Repair / Support
Decommission
Customer Lifecycle OVERsight (CLOVER)PR
OC
ES
S
CLOVER – Customer Lifecycle OVERsight• Rules-based administrative oversight from sales to activation ensures
proper product selection, paperwork and approvals.• Credits, refunds, discounts and adjustments made only according to
standardized treatment policies• Quality control measures ensure switch configuration and late
modifications are synchronized and billed properly• Workflow and Case Management coordinate field support• Up-sell enforced for all inbound customer contact• Customer decommission fully managed and tracked
CustomerRetention
RevenueAssurance
FlawlessExecution
People Process Technology
Flawless ExecutionPR
OC
ES
STelecom Customer Lifecycle
Sales Pursuit
Product Select
Quote
Credit Check
Legal Review
Order Closure
Order Entry
Data Validation
Loop Qualification
Inventory & Reserve
Reserve Bandwidth
Customer Kickoff
Order CP Equipment
Create Account
Facilities Order
Firm Order Commit
Voice / Data Activate
Test & Accept
Coordinate Install
Field Services
Activate Billing
Customer Follow-up
Billing Inquiries
Collections
Repair / Support
Decommission
Customer Lifecycle OVERsight (CLOVER)
CLOVER – Customer Lifecycle OVERsight• Business rules enforced from sales cycle through activation• Technical reviews performed before processing begins• SLA-based data entry backed by formal Quality Assurance
procedures• Data validation technologies help ensure accuracy• Case and project technologies ensure schedule adherence and
inter-department coordinationCustomerRetention
RevenueAssurance
FlawlessExecution
People Process Technology
Customer Lifecycle OversightTEC
HN
OLO
GY
Telecom Customer Lifecycle
Sales Pursuit
Product Select
Quote
Credit Check
Legal Review
Order Closure
Order Entry
Data Validation
Loop Qualification
Inventory & Reserve
Reserve Bandwidth
Customer Kickoff
Order CP Equipment
Create Account
Facilities Order
Firm Order Commit
Voice / Data Activate
Test & Accept
Coordinate Install
Field Services
Activate Billing
Customer Follow-up
Billing Inquiries
Collections
Repair / Support
Decommission
Customer Lifecycle OVERsight (CLOVER)
CLOVER – Customer Lifecycle OVERsight• Case Management
• Enforces follow-up and documents all customer interaction• Centralizes and expedites access to customer contact history
• Project & Document Management• Provides instantaneous status updates• Improves timeline management and customer expectation• Centralizes communications, approvals and contracts• Reduces paper
• Decision Support and Workflow Management System • Enforces compliance with business rules• Reduces training time
CustomerRetention
RevenueAssurance
FlawlessExecution
People Process Technology
Insight Driven Collections
Loss Likely
Long Term
Short Term
Low
Long
Medium
Short
Risk History
High
Medium
Low
Revenue
Customer Profile
Treatment Options
Strong
Moderate
Light
ToneDirect Mail
Voice Blast
Live Agent
Workout Agent
Channel
Behavior
Chronically Late
Erroneous Default
Forgetful
Dispute
Prompt
TimingDaily
Semi-Weekly
Weekly
Bi-Weekly
Monthly
FrequencyReminder
Workout
Adjustment
3rd Party
Write-Off
Remedies
Rules Engine with Intelligent RoutingTreatment Approach
2 Days
5 Days
10 Days
20 Days
30 Days
>60 Days
60 Days
45 Days
30 Days
15 Days
Delinquency
TEC
HN
OLO
GY
Customer Lifecycle OVERsight (CLOVER)
People Process Technology
Customer Retention Strategy
Wireless
Media
Data
Wire line
Mix
High
Medium
Low
Revenue
Customer Profile
Retention Strategy
Direct Mail
Voice Blast
Live Agent
Physical Visit
Channel
Event
Obsolescence
Anniversary
New Offering
Inquiry
Svc Issue
TimingRenewal
Upgrade
Up-Sell
Credit
Adjustment
Discount
Action10 Days
20 Days
30 Days
60 Days
90 Days
Frequency
Rules Engine with Intelligent RoutingProactive Approach
Periodic
Anniversary -60
Anniversary -30
Anniversary -15
Event
Complaints
Renewals
Svc History
Referrals
LOS
History
TEC
HN
OLO
GY
Customer Lifecycle OVERsight (CLOVER)
People Process Technology
Typical Booked Revenue Dollar
Sales Overstatement
Failed Credit Check
No Invoice, Invoice Error
Cancelled Orders
Adjustments Credits
Bad Debt
Billed Revenue
Provisioning Delays
Customer Delays
NOT BILLED37%
WRITE-OFF10%
<120DAYS26%
>120 DAYS27%
Reduce Invoice Error
Improve Order Accuracy Shrink Cancellations
Avoid Bad Debt
Speed Time to Activation and Improve DSO
Flawless Execution Increases CSAT Retains CustomersVA
LUE
Customer Lifecycle OVERsight (CLOVER)
People Process Technology
Exemplary Labor Arbitrage
$ 6,354,0003yr. Savings* Exemplary Medium-Sized CLEC
Role Reduction80% Sales Support 70% Credit Check 100% Order Entry30% Order Management20% Facilities Ordering10% Activation15% Test & Accept20% Billing80% Collections
Customer Lifecycle OVERsight (CLOVER)VA
LUE