Less is certainly more when it comes to the IT BSS environment. Eight systems doing the job which one can do. Or even, a ten-step process to solve a customer enquiry, when it could be done in five – lowering the call handling time. Simplifying processes is an obvious win for CSPs. So, why aren't more CSPs simplifying their BSS?
I attended a TM Forum webinar last week in which, Rob Rich, TM Forum’s MD of Insight Research, talked about customer centricity. We heard all about the fundamental steps required for a CSP to drive profitability from having a more customer-centric business.
The majority of the content is not new, as Rob mentioned he has focused on it for many years. And it is fairly obvious. But TM Forum has packaged all the research together into an easy-to-understand format, which aligns to their best practice model for CSPs.
Putting Simplicity First
Rob put simplicity at the heart of achieving a customer-centric business. Simplicity that allows CSPs to increase the customer experience and agility of the business, at the same time decreases operational costs.
So why is simplicity not more readily adopted? Many say it is because they are stuck with back-end legacy systems, which are difficult to cut the ties to. Some claim it is too expensive to move to a new system, so instead invest in further systems to help alleviate some of the short-term pains.
This can work and can help mask many issues. But in order to achieve true ‘customer centricity’ simplicity is crucial. Cutting back systems to a solution that can manage customer interactions, across all channels, has to be the obvious choice. Only then, can CSPs be truly efficient, with simplified processes that benefit both the business and the customer.
This simplicity should not be so complex to achieve, especially as the benefits to the business vastly outweigh the investment. Simplicity – what a great vision.
This blog was written by Natasha Geldard, Marketing Consultant for CoralTree.
