This document discusses an omni-channel customer care platform for telecommunications companies' marketing departments. It aims to improve customer engagement and satisfaction through a unified service allowing customers to manage accounts across multiple convenient channels. This helps increase customer retention and loyalty while improving operational efficiency by reducing call center loads and speeds up the time to market for new packages and services.

1. Omni-Channel Customer Care
Platform for
Telco’s Marketing
By Chathurika Sandarenu

2. Why ?
ü Customer engagement & satisfaction
ü Customer convenience
ü Unified service delivery
ü Empower the marketing department
ü Operational Efficiency

3. Customer Engagement & Satisfaction
Minimum switching cost for
consumers
High competitiveness in Telecom
industry

4. What is your differentiation? 89%of businesses are
expected to compete
mainly on customer
experience.
-(Gartner)
96%of consumers say
customer service is an
important factor in their
choice of loyalty to a
brand
-(Microsoft 2017)
Telecom is a sector with
lowest customer
satisfaction rates

5. Check balances Change/purchase
packages and add-ons
View full transaction
history
Top-up
Customer General Requirements

6. Manage multiple
accounts
Local language support Credit-cards & bank
integrations
Enhancing Customer Convenience
Bots

7. Unified Service Delivery
What is the most effective self-care channel?
Mobile Apps are becoming the most used
platform
Experience should be channel
independent
USSD Web Portal
Mobile app
(Android/iOS)

8. Empower your marketing department
• Marketing and Engineering teams need to work
together
• Marketing users decides on packages and content
• Engineering users would manage the integrations
• Minimum involvement from engineering
• Analytics and Insights from platform to drive
the decision making

9. Reduced time to
market
Reduce load on call
center
Stay ahead of the
competition
Reduce time on
identifying consumer
trends
Operational Efficiency

10. Thank you