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Transforming Billing and CX in Telecom Sector

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For any brand, customer experience (CX) is the top priority and in this scenario, accurate & robust billing can help a telecom service provider to earn the respect of their customers. Remember, organizations that invest in CX strategies for the entire customer journey can improve satisfaction levels by up to manifolds.

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Transforming Billing and CX in Telecom Sector

  1. 1. Transforming Telecom Billing and CX Intense Technologies Limited www.in10stech.com
  2. 2. 2 © Confidentiality Copyright © Intense Technologies Limited. All rights reserved. This document contains proprietary information of Intense Technologies Ltd and shall not be used, reproduced or disclosed to others except as specifically permitted in writing by INTENSE. The recipient of this information, by its retention and use, agrees to protect the same from loss, theft or unauthorized use. In the event that no contract based on this document is awarded to INTENSE, this document, upon request, shall be returned. All previous versions of this document shall stand automatically void. Disclaimer The information provided in this document is based on the discussions and very high-level requirements and not based on any Stated/signed-off requirements document. The solution and commercials proposed are subject to revision based on the final requirements. Hence presentation of the materials should not be construed as creating any obligation for INTENSE to deliver any product, feature or functionality.
  3. 3. 3 © Transforming Billing and CX The digital revolution has made a huge impact in the telecommunication space. In this context, automation plays a key role in helping telecom service providers to overcome certain barriers & challenges. Automation strives to provide a range of benefits to not only telecoms but also to customers. For any brand, customer experience (CX) is the top priority and in this scenario, accurate & robust billing can help a telecom service provider to earn the respect of their customers. Remember, organizations that invest in CX strategies for the entire customer journey can improve satisfaction levels by up to manifolds. To ensure improved customer experience, business organizations need to follow a robust approach that can help them avoid problems or incidents. Technological innovation Digital platforms and solutions offer adaptors that work with legacy systems, create a consolidated account hierarchy to service their enterprise customer, and seamlessly offer a self-service experience. With Robotic Process Automation in the backend and a CX platform in contact center operations, telecommunication companies can stay ahead in the competition by offering top-class customer service. The RPAtechnology helps transform the billing process in the telecom spaceand redefine the customer experience. Also, automation is a perfect fit in this industry as it can easily handle millions of transactions on a day-to-day basis. The Adoption of RPA Technology in Telecom Space 1. Purchase Order & Invoice Processing For the telecom industry, Robotic Process Automation is a perfect fit as it can handle multiple repetitive organizational tasks in a more efficient and effective way. RPA provides complete automation based on the complexity of the task and using software robots to keep backups, monitor networks, conducting periodic maintenance work, and distributing emails, etc. Further, the Telecommunication industry can use RPA technology to digitize invoices and emails, thereby helping the employees to save their valuable time & focus their attention on better revenue generation strategies.
  4. 4. 4 © 2. Sales Order Processing Robotic Process Automation technology in the telecom space can seamlessly carry out all the business process tasks, which are being performed by the staff. Also, the application of technology, it can further minimize the manual efforts required in sales order processing. Therefore, by generating a well-structured workflow based on employees’ actions, this can be easily accomplished. 3. First Call Resolution (FCR) Technological inventions like Robotic Process Automation will allow software robots to rapidly access data. It can also assist the contact center agents to address the high volumes of customer demands on their first call. Also, they don’t have to do repeated follow-ups. Further, RPA promotes First Call Resolution rates, thereby helping the telecom firms to ensure customer retention and loyalty. Customer care processes with higher First Call Resolution rates will lead to enhanced customer satisfaction and retention. 4. Data Transformation The Telecom industry depends largely on huge sets of data, which are stored in various file formats. In this context, the RPA powered software robots can help transform all the data into a structured and uniform format. Also, technologies like Artificial Intelligence & Robotic Process Automation can further allow telecom companies to start analyzing predictive patterns based on structured datasets. Robotic Process Automation here can help organize the database and on the other hand, Artificial Intelligence can create predictions continuously with much higher accuracy. 5. Debt Collection Debt collection process right from payment information updates, due dates to payment reconciliations, & urgent escalations can easily be automated. Employees can worry less about the collection and can concentrate more on the services they offer.
  5. 5. 5 © Concluding Thoughts By leveraging automation and AI, the overall Telecom Billing Process can be simplified. Robotic Process Automation can allow telecom industries to automate different tasks across various systems that are most time-consuming, repetitive, labour-intensive, and high-frequency. While traditionally, billing was a passive IT functional asset it is now a potential digital weapon in the TSP’s toolbox to make customers feel comfortable with the billing experience and drive a more positive long-term Customer engagement. Concise billing as mentioned before averts revenue leakages while improving operational efficiencies. To conclude, innovative billing truly lies at the epicenter of transformation. With 5G and IoT products becoming a norm, TSPs need to be customer-centric NOW. Transparent, clear, and concise billing communication is the need of the hour as it brings in the much-needed CX differentiation. To know more about our self-service capabilities contact us at digitalmarketing@in10stech.com

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