Efficient Order Management Solution for TSP's | Article by Intense Technologies

Telecom order management is complex, given the multiple systems, logins, scattered customer journeys, and departments that typically work in silos. Typically these systems are even expensive because of the number of processes that keep getting added in a typical Telecom scenario.

This brings the TSPs another challenge which is difficulty in providing real-time order status information which eventually leads to unhappy customer experiences and worse high churn. There is an increasing need for efficient Order management processes which can in turn lead to significant efficiency improvements, reduced churn, and improved satisfaction through enhanced customer relationship improvements. The goal today for most TSPs is to be able to design new product catalogs efficiently, manage orders effectively, ensure quick turnaround quotes and minimize fallout.

Challenges TSPs face:

1. Outdated legacy systems that can’t keep pace with business needs

2. With manual work there is inconsistency, errors, and rising overhead.?

3. Ineffective service leads to churn and lost revenue streams.

Some other concerns include

• Shorter Product lifecycles - Today, the need to deliver newer products to customers at regular intervals is high. And, customers need everything in real-time.?
• High Competition - Competition from other service providers and non-traditional market players with mobile services is growing steadily.?Not only this, it has begun to demand a higher level of service.?
• Inadequate Order Management Systems – Any error at the front end or the back-end part needs time to get rectified. However, customers don’t have the patience to wait for it.?
• Increasing Inventory Costs – To make sure that there is timely provisioning, inventories are getting bloated, which leads to excessive costs. These must be reduced and optimized.
• Regulatory norms - It's obvious that TSPs can be vulnerable to penalties, and legal costs for not meeting the customer service level agreements.?????

Here’s why telecom service providers need to focus on efficient order management

There is a need for a single source of data that can give real-time updates and insights across the entire customer lifecycle. Quick effective detection of errors in the order process is key to avoiding fallout, and is also critical to better CX and revenues.

? Because order fallout means lost sales, unhappy customers, and lost revenues.

? Every customer when he signs up with a TSP looks primarily at whether the provider can fulfill orders in a timely and accurate manner. This determines his loyalty in the long run.

? A skewed process may impede the provider’s ability to roll out new products or services.

Order Management Process has changed drastically

The way forward

When TSPs focus on three core areas I.e., CX, cost optimization, and cash flow & revenue management, the process of order management can be aligned with current business needs.

????????Customer experience - Great customer experience comes when there is a consistent service that meets and exceeds customers’ demands & expectations and reduces cycle time in provisioning.

????????Cost optimization- optimized as a result of reduced manpower and adoption of digital that enables automation & optimizing inventory.

????????Cash flow and revenue management – Better cash flows and increased revenues with reduced cycle time, errors in order processing, and manpower resources, which are required to fulfill orders.?

Order Management Solution for Telcos?

Intense Technologies is a leading provider of intelligent order management solutions. Here are some benefits our solution delivers:

? End-to-end intelligent automation of the telecom order management lifecycle right from offers to quotes, capturing of orders, and their fulfillment. When this happens, it leads to reduced costs, faster order cycles, and significantly lowered fallout rates.

? Our solution supports multiple connected devices and channels to produce a seamless digital order management experience.?

? Complete visibility across the entire order fulfillment system and the ability to check the current status of individual orders.

? Strong analytics that enables real-time marketing automation to give the right offer to the right customer at the right time. It helps boost offer acceptance rates and supports proactive churn management strategies.

With our solution TSP’s can

????????Manage new product launches with ease and control

????????Drive Better efficiency with Catalog-driven Order Management

????????Respond in real-time and with accurate reliable updates

????????Ensure omnichannel experience with one order hub for all customer touchpoints

????????Manage the entire product lifecycle requests linked to order capture, tracking, and order lifecycle management tasks.

Learn more about how your telecom order management processes will benefit from Intense’s Digital Solutions.

To know more about our services, Please drop us an email at?[email protected]?and we’ll be glad to set up a connect with you!