Customer Relationship Management (CRM) solution is becoming a powerful tool for any company involving numerous stakeholders like Telecoms.
Telecommunications has enabled businesses, governments, communities, and families to connect and share information seamlessly. The advancements in this sector allow all kinds of data in words, voice, audio, or video to be transmitted globally.
Huge volumes usually characterize telecommunications. In the digital age, most telecom operators take care of millions of requests from customers every day.
According to global telecoms statistics, 2020 witnessed an enormous rise by 4,4 billion active mobile broadband subscriptions worldwide in just five years. Along with the exponential growth in customer base, the increasing expectation of instant delivery and empathetic assistance pressurizes providers, especially the sales and customer service divisions.
Also, the complicated yet outdated legacy front-end and back-end systems may not be adaptive under such a circumstance. Even simple tasks like service configuration, invoicing, order fulfillment, customer care, and payments are now challenging due to numerous requests.
With that said, Customer Relationship Management (CRM) stands out as a solution to communication management. A well-designed CRM would enable users to monitor customer data and offer in-depth insights that enhance sustainable business development.
CRM addresses the Telecom industry operational challenges
A CRM system improves the productivity and efficiency of the business and reduces operating costs. It streamlines workflow and automates time-consuming administrative tasks such as:
- Sending follow-up emails
- Generating reports
- Transaction registration
- Dialing leads
- Leaving voicemails
- Call logging
- Appointment scheduling.
Account managers can access and organize clients’ information seamlessly on a personalized dashboard. They are also entitled to filter data by categories and criteria for different purposes. Agents, thus, can focus on pressing matters while decision-makers have more time to review, facilitate processes, and validate current strategies.
CRM integration among different organization units also enables data sharing to be more quickly and easily. That optimizes employees’ responses in various business areas. In the financial aspect, CRM automation helps telecom businesses to reduce operating costs.
CRM enhances customer loyalty and expands business
CRM helps telecom providers increase customer satisfaction with consistent and personalized experiences. Thanks to the capability of analyzing data, CRM identifies and provides complete patron profiles based on their behaviors and interactions on multiple touchpoints. The collected information allows telcos to deliver cohesive support with relevant services that meet their customers’ needs.
Telecom CRM also gives the necessary opportunity for organizations to increase revenue. With data extracted from the system, the senior management could gain updated market and customer insights to devise appropriate sales and marketing strategies for the targeted segments. That augments the efficiency of business campaigns while improving cost-effectiveness.
Additionally, CRM can help salespeople seek and nurture potential leads properly. Agents can follow and monitor the progress in sales pipelines to turn prospects into clients and even achieve up-selling or cross-selling deals. As a result, the companies can reach the targets and enlarge top-of-the-funnel opportunities.
The practical benefits of the CRM initiative have proved its vital role in building lasting customer relationships and maintaining the business advantages of telecom players. As customer expectations in such a hyper-competitive context are ever-increasing, CRM is anticipated to address telcos’ resilience.
Duc Anh is a seasoned marketer with over five-year experience. He has grown his passion for the Technology field while partnering with GEM to deliver insightful technology content. Now, he is pursuing his career path in technology as a Product Marketer for one of the leading ICT companies in Vietnam.