The Telecom industry, as it stands today, is very line-of-business (LOB) centric. Most Service Providers are organized around their Lines-of-Businesses (or LoBs) where each LoB maintains a separate set of processes and an elaborate pricing structure.
Inefficient and expensive operations
This could be for the following reasons:
- Customers can’t get a single point of contact for all of their needs.
- The lack of a single view across multiple channels means that customers can’t get the information they need from the channel of their choice
- The customer service agents end up spending most of their time in taking orders and related administrative functions rather than “selling” to customers and servicing their needs
- Inefficient and expensive operations
Loss of revenue
This could be for the following reasons:
- Difficulties in servicing customer needs with the best fit products and services from the portfolio, potentially leading to an increase in customer churn
- Inability to introduce innovative services leveraging cross-product line capabilities
- Lack of up-selling and cross-selling opportunities
- Inability to integrate seamlessly with third-party service providers to create exciting and innovative revenue-sharing opportunities
To understand why that might not be the best business model going forward, let us look at some of the disadvantages associated with it:
>> Click each bullet point for more information.
Telecommunications Industry: Opportunities and Challenges > Telecom Industry
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The Telecom Industry Today
