Customer Journey Management
for Telecom Providers
Customer Journey Management for Telecom Providers
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BENEFITS
Harness the power of customer journey management to delight customers, transform your business and slay the competition
Improve customer satisfaction
Increase NPS by better understanding customer preferences and delivering best-in-class experiences
Slash cost to serve
Find and remove roadblocks to allow customers to diagnose and repair issues without having to wait for assistance
Reduce churn
Uncover the drivers of churn and optimize journeys to retain your best customers
Increase Average Revenue per User (ARPU)
Increase lifetime value by improving up-sell and cross-sell of high-value services
BENEFITS
Harness the power of customer journey management to delight customers, transform your business and slay the competition
Improve customer satisfaction
Increase NPS by better understanding customer preferences and delivering best-in-class experiences
Slash cost to serve
Find and remove roadblocks to allow customers to diagnose and repair issues without having to wait for assistance
Reduce churn
Uncover the drivers of churn and optimize journeys to retain your best customers
Increase Average Revenue per User (ARPU)
Increase lifetime value by improving up-sell and cross-sell of high-value services
Journeys are the Key to Better Telecom Customer Experience Management
Success hinges on your ability to consistently deliver unparalleled experiences. Real-world customer experiences are captured by connected journeys that cut across products, functions and channels.
Leading telecom operators are now optimizing customer journeys rather than solely managing individual touchpoints. They rely on Pointillist to improve omnichannel experiences and business outcomes by identifying poorly performing journeys, prioritizing them for improvement and quantifying the impact.
“Using Pointillist, we were able to rapidly quantify the impact of customer self-service journey improvements on cost to serve and NPS®, so we could make a solid business case for rolling them out to our entire customer base.”
DIRECTOR OF CX
COMCAST
“Pointillist enables us to measure and optimize our customer’s omni-channel journeys, which is a key component of our strategy to be the Canadian telecommunications customer experience leader.”
SENIOR DIRECTOR OF ANALYTICS
TOP 5 CANADIAN TELECOM PROVIDER
Ensure Digital Transformation Programs Reduce Costs and Increase Satisfaction
Digitization offers telecom companies an opportunity to create new offerings and experiment with new business models, while dramatically reducing costs by reimagining their business processes. Customer-centric telecom operators must simultaneously reduce operating expenses and dramatically improve customer experience.
Harness the power and flexibility of Pointillist to ensure your digital transformation programs reduce cost to serve, while increasing customer satisfaction. Improve self-repair journeys and orchestrate corrective actions to reduce customer care calls and eliminate unnecessary truck rolls.
Ensure Digital Transformation Programs Reduce Costs and Increase Satisfaction
Digitization offers telecom companies an opportunity to create new offerings and experiment with new business models, while dramatically reducing costs by reimagining their business processes. Customer-centric telecom operators must simultaneously reduce operating expenses and dramatically improve customer experience.
Harness the power and flexibility of Pointillist to ensure your digital transformation programs reduce cost to serve, while increasing customer satisfaction. Improve self-repair journeys and orchestrate corrective actions to reduce customer care calls and eliminate unnecessary truck rolls.
“Pointillist enables us to measure and optimize our customer’s omni-channel journeys, which is a key component of our strategy to be the Canadian telecommunications customer experience leader.”
Senior Director of Analytics
TOP 5 CANADIAN TELECOM PROVIDER
Knock Out the Competition with Exceptional CX
Demand for telecommunications services has brought increased competition from existing providers and new entrants. Cable, mobile and internet providers are under greater pressure to provide expanded services at higher bandwidth, while closely managing capital expenditures.
Customer experience is now the primary competitive differentiator for telecom providers. To thrive in this environment, top global and regional operators rely on Pointillist to retain and grow their subscriber base through better customer experiences.
“Pointillist enables Arvig to better measure, monitor, and understand customer behavior, so we can deliver the consistent and effortless experience our customers desire.”
David Arvig
VICE PRESIDENT & COO, ARVIG
