Winning the digital transformation game would require the Operators to work hand-in-hand with ISVs

Digital Transformation is going to be a much talked about topic in this year’s Mobile World Congress starting tomorrow, among the other hot topics like IoT and Connected autonomous cars and Artificial Intelligence. The past year’s learning from our customers undergoing digital transformation has been enormous. While it is true that Digital Transformation is driven primarily by the desire to enhance Customer Experience with simplified processes and going all digital, there are still hurdles in achieving the optimal customer experience due to organisational mindset & process issues. Preparing the organisation to adopt and mould the age-old human processes requires both internal and external drive. Software providers must, in addition, communicate a clear logic on why UX driven change is needed and how it can benefit the business. Unfortunately this is an area which typically lacks the attention required and can slow down the initiatives.

Also, the software vendors might have to fight against feature parity with their own legacy products whose usage and benefits are not measured and evaluated on a continuous manner. One of the most important areas to focus would be to deploy measurable features in an incremental manner. Simple usage analytics should be used to reduce complexity in products and bring incremental business value. 

With the above in mind, Tecnotree launched three new products last Friday, 24th February: â€œMy Life Dashboard”, “Business Analytics and Insight” and â€œSocial Media Engagement”. All three products reflect the philosophy of simplistic design, simplified processes and agile iterative creation of business value. 

My Life Dashboard is the first release of a completely renewed & simplified Self-care solution for the Operators' customers so that they can access their most important account information, usage stats, recharge/top-up their accounts, create and follow trouble tickets as well as pay bills. In addition they can also use their loyalty points for purchasing operator’s or other 3rd party products made available in the loyalty catalogue. A mobile app version of the same will be released in future as well to complement the offering.

Going forward, we envision My Life Dashboard to be the most important single touchpoint for the operator’s customers to manage their digital life and connected services. This will be a game changer for many operators who would like to not only limit themselves to mobile services, but move beyond that to enter new digital businesses by themselves or along with partners.

Business Analytics & Insight is also the first release of a responsive (mobile-friendly) dashboard built to provide the most important data-driven insight to the operator CXOs. What makes this product special is the ability to track the most important KPIs for running the business without the need to have developers program it. It saves time and effort to add the customized layer on top of the Big data system in which the operator might have invested. The platform comes with a set of pre-defined KPIs that are visualised and the data pipe is integrated with Tecnotree's own Customer Management, Product Management and Revenue management systems. It also allows Operators to integrate other 3rd party systems deployed to access data from non-Tecnotree systems. 

Social Media Engagement is a clever yet simple tool to understand brand insight from various social media channels e.g., Facebook and Twitter. The tool empowers Customer care personnel to quickly react to customer complaints and also identify brand ambassadors. A unified view of the brand perception across social media enables the brand marketeers to understand the implications & results of various campaigns and messages. Also, recent trends has been that many dissatisfied customers start complaining in social media channels and the operator’s customer care representatives are often unaware of the complaints. The SME tool will provide a very simple way to engage with the complaining customer and respond to their issues immediately in the social media channel.

What’s interesting about all three products are that they are completely built with open source technologies in a future-proof manner. They works across all form factors and devices and come with the possibility to measure the usage of the tools to learn and optimize those in the future based on analytics and usage data. 

We look forward to working together with our customers and support their digital transformation journey by delivering solutions that help to both simplify and improve the customer experience. The winners will be the ones who are agile and fast to react to changes. Tecnotree is here to help our customers walk the path towards success with products that delight their customers, delivered in a passionate manner and always with the future in mind.