Customer Lifecycle Oversight Model
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Customer Lifecycle Oversight Model
- 1. People Process Technology Telecom Challenges Remaining competitive in the current telecom marketplace OPTIMIZATION mandates three primary concentrations: 1. Customer Retention – keeping the customers you have 2. Revenue Assurance – making the most from the customers you have 3. Flawless Execution – delivering services as efficiently as possible In the following presentation we will show how the issues affecting these metrics exist across the entire customer lifecycle. We will then present a unique solution that addresses all simultaneously.
- 2. People Process Technology Customer Churn Telecom Customer Lifecycle Order CP Equipment Voice / Data Activate Customer Follow-up Inventory & Reserve Reserve Bandwidth Firm Order Commit Loop Qualification Coordinate Install Customer Kickoff Repair / Support Billing Inquiries Create Account Facilities Order Activate Billing Data Validation Decommission Product Select Field Services Order Closure Test & Accept Sales Pursuit Legal Review Credit Check Order Entry Collections Quote FALLOUT • Customer oversold on delivery date, price, performance, features, capacity, etc. • Failed customer credit and legal review follow through • Cancellations due to missed deadlines and commitments • Inadequate customer status updates and communications • Inappropriate collections approach • Billing inaccuracies and disputes • Poor case management discipline impacting customer service • Lack of churn assessment and proactive retention strategy
- 3. People Process Technology Revenue Shortfalls Telecom Customer Lifecycle Order CP Equipment Voice / Data Activate Customer Follow-up Inventory & Reserve Reserve Bandwidth Firm Order Commit Loop Qualification Coordinate Install Customer Kickoff Repair / Support Billing Inquiries Create Account Facilities Order Activate Billing Data Validation Decommission Product Select Field Services Order Closure Test & Accept Sales Pursuit Legal Review Credit Check Order Entry Collections Quote • Wrong product/plan recommendation • LOSSES Missing approvals, paperwork and forms create legal and financial liability • Erroneous and incomplete order entry • Rush order and cancellation carrier surcharges • Late order modifications not reflected in billing • Switch configuration doesn’t match billing setup • Poor field coordination resulting in multiple dispatches • Billing disputes and adjustments • Lack of up-sell strategy on inbound repair & support calls • CPE retrieval and service termination post decommission • Collections, credit and adjustment policies not standardized and enforced
- 4. People Process Technology Suboptimal Execution Telecom Customer Lifecycle Order CP Equipment Voice / Data Activate Customer Follow-up Inventory & Reserve Reserve Bandwidth Firm Order Commit Loop Qualification Coordinate Install Customer Kickoff Repair / Support Billing Inquiries Create Account Facilities Order Activate Billing Data Validation Decommission Product Select Field Services Order Closure Test & Accept Sales Pursuit Legal Review Credit Check Order Entry Collections Quote REWORK • Order entry prior to technical review • Missing paperwork, credit checks and approvals • Unavailable features, equipment, bandwidth, addresses, etc. • Erroneous and incomplete customer data and order entry • Late customer order modifications • Inadequate customer communications and feedback • Missed milestones • Poor field service coordination • Lack of centralized customer contact history
- 5. People Process Technology Whole Lifecycle Solution As shown, issues affecting Customer Retention, Revenue Assurance and Flawless Execution span the entire customer lifecycle. They cross roles, departments and functions. LIFECYCLE Any effective solution needs similar reach. We call it Customer Lifecycle OVERsight or CLOVER Customer Revenue Retention Assurance Flawless Execution
- 6. People Process Technology Transformation Strategies Multiple transformation strategies can be deployed individually or in combination as part of a comprehensive and customized solution Virtual Intelligent Parallel Application Robotics Unified Desktop Leveraged Deployment Interface Contextual Analytics and Decision Guidance Legacy CLOVER Data Customer Lifecycle Interchange Overlay Customer Revenue Discrete Event Retention Assurance Measurement and Rules Enforcement & Analysis Compliance Overlay Flawless Execution
- 7. People Process Technology Customer Lifecycle Oversight Customer Lifecycle OVERsight (CLOVER) Lift administrative % Administrative burden across all Workload Reduction tasks By Role (Typical) 80% Sales Support CLOVER – Customer Lifecycle OVERsight 70% Credit Check PEOPLE • Crack team outfitted with the latest technology 100% 30% Order Entry Order Management • Lifts administrative, investigative and data entry burden from 20% 10% Facilities Ordering Activation highly-skilled and specialized staff 15% Test & Accept 20% Billing • Average workload reduction of 30-40% across multiple roles 80% Collections • Technical and strategic roles remain in place • Impacts all critical areas of customer retention, revenue Customer Revenue Retention Assurance assurance and flawless execution Flawless Execution
- 8. People Process Technology Our “Special Sauce” Customer Lifecycle OVERsight (CLOVER) Combining People, Process and Technology across the Customer Lifecycle Total Approach CLOVER High Efficiency Team • Technology enabled • Cross-silo trained Measurement • Workflow guided • Process & Workflow Tracking • Can reduce highly paid resources • Integrated Decision Support POINT Implementation • Data Analysis • Process Optimization, Integration and Networking Team People Process Cross-trained Continuous Improvement • Entrepreneurial approach Continuous • Measure • Agile implementation team using improvement • Define • Relevant experience • Innovate entrepreneurial leveraging DSS to • Implement Leveraging Geographic Economies approach with optimize workflow • Standardize • Onshore broad experience and processes • Near-shore • Offshore Case Management Technology • Workflow Integration • CRM Functionality Non-invasive approach • Issue Management speeds implementation and minimizes burden on Knowledge Management current IT resources • WIKI-based KB • Web-based Document Management Unified Desktop Interface Client Portal Treatment Engine • Integrated Decision Support (DSS) • Metrics Reporting • Collections Strategy • Tabbed application integration • Issue Management • Retention Strategy • Virtual Intelligent Robotics (VIR) • Collaboration • CTI integration capabilities • Project Management
- 9. People Process Technology Pre-Order Plumbing CLOVER INTEGRATION Customer Lifecycle OVERsight (CLOVER) Sales Agents Customers Status Updates Self-Service Documentation Single Point Access of Contact Phone Email Mail IVR Portal CLOVER Customer Data Gathering Status Updates Agent Preferences & Verification Product Selection Forms Customer Status Cross Function Business Rules Assistance Contracts History Tracking Enablement Compliance Compliance Document Case Project Workflow Decision Assurance Scan, Index, Store Management Management Management Management Support Documents CLOVER Toolset Credit Research Review Contract Drafting Tracking Portal & Compliance Conduit Phone Email Strategy Exceptions QA Review Legacy Applications Sales Legal Review Policy Sales Staff Legal Retained Management
- 10. People Process Technology Provisioning & Support Plumbing CLOVER INTEGRATION Customer Lifecycle OVERsight (CLOVER) Customers Support & Status Self-Service Documentation Single Point Access of Contact Phone Email Mail IVR Portal CLOVER Customer Data Gathering Progress Status Customer Touch-point Management Treatment Based & Verification Collections Customer Business Rules Cross Function Individualized Retention Project Status & Documents History Compliance Enablement Collections Strategy Retention Analysis Retention Doc & Project Case Decision Workflow Treatment & Management Management Management Support Management Engine Engine CLOVER Toolset Scan, Index, Store Documents Tier 1 / 2 Support Compliance Review Portal Conduit Field Coordination Assurance Tracking Phone Email Strategy Exceptions QA Review Legacy Applications Tier 2/3 Repair Billing Policy Engineering Repair Billing Retained Mgmt.
- 11. People Process Technology Customer Retention Customer Lifecycle OVERsight (CLOVER) Telecom Customer Lifecycle Order CP Equipment Voice / Data Activate Customer Follow-up Inventory & Reserve Reserve Bandwidth Firm Order Commit Loop Qualification Coordinate Install Customer Kickoff Repair / Support Billing Inquiries Create Account Facilities Order Activate Billing Data Validation Decommission Product Select Field Services Order Closure Test & Accept Sales Pursuit Legal Review Credit Check Order Entry Collections Quote CLOVER – Customer Lifecycle OVERsight PROCESS • Technology-backed oversight discipline streamlines order processing, increases communications and improves the customer experience across the entire lifecycle • Case management system ensures follow-through, enables instant historical research and increases customer confidence • Billing disputes are reduced and adjustments made according Customer Revenue Retention Assurance to standardized rules • Collection treatments reflect customer history, size and value Flawless • Proactive churn analysis and retention strategy reduces fallout Execution
- 12. People Process Technology Revenue Assurance Customer Lifecycle OVERsight (CLOVER) Telecom Customer Lifecycle Order CP Equipment Voice / Data Activate Customer Follow-up Inventory & Reserve Reserve Bandwidth Firm Order Commit Loop Qualification Coordinate Install Customer Kickoff Repair / Support Billing Inquiries Create Account Facilities Order Activate Billing Data Validation Decommission Product Select Field Services Order Closure Test & Accept Sales Pursuit Legal Review Credit Check Order Entry Collections Quote CLOVER – Customer Lifecycle OVERsight PROCESS • Rules-based administrative oversight from sales to activation ensures proper product selection, paperwork and approvals. • Credits, refunds, discounts and adjustments made only according to standardized treatment policies • Quality control measures ensure switch configuration and late modifications are synchronized and billed properly Customer Revenue • Workflow and Case Management coordinate field support Retention Assurance • Up-sell enforced for all inbound customer contact • Customer decommission fully managed and tracked Flawless Execution
- 13. People Process Technology Flawless Execution Customer Lifecycle OVERsight (CLOVER) Telecom Customer Lifecycle Order CP Equipment Voice / Data Activate Customer Follow-up Inventory & Reserve Reserve Bandwidth Firm Order Commit Loop Qualification Coordinate Install Customer Kickoff Repair / Support Billing Inquiries Create Account Facilities Order Activate Billing Data Validation Decommission Product Select Field Services Order Closure Test & Accept Sales Pursuit Legal Review Credit Check Order Entry Collections Quote PROCESS CLOVER – Customer Lifecycle OVERsight • Business rules enforced from sales cycle through activation • Technical reviews performed before processing begins • SLA-based data entry backed by formal Quality Assurance procedures • Data validation technologies help ensure accuracy • Case and project technologies ensure schedule adherence and Customer Retention Revenue Assurance inter-department coordination Flawless Execution
- 14. People Process Technology Customer Lifecycle Oversight Customer Lifecycle OVERsight (CLOVER) Telecom Customer Lifecycle Order CP Equipment Voice / Data Activate Customer Follow-up Inventory & Reserve Reserve Bandwidth Firm Order Commit Loop Qualification Coordinate Install Customer Kickoff Repair / Support Billing Inquiries Create Account Facilities Order Activate Billing Data Validation Decommission Product Select Field Services Order Closure Test & Accept Sales Pursuit Legal Review Credit Check Order Entry Collections Quote TECHNOLOGY CLOVER – Customer Lifecycle OVERsight • Case Management • Enforces follow-up and documents all customer interaction • Centralizes and expedites access to customer contact history • Project & Document Management • Provides instantaneous status updates • Improves timeline management and customer expectation • Centralizes communications, approvals and contracts Customer Revenue Retention Assurance • Reduces paper • Decision Support and Workflow Management System Flawless • Enforces compliance with business rules Execution • Reduces training time
- 15. People Process Technology Insight Driven Collections Customer Lifecycle OVERsight (CLOVER) Chronically Late >60 Days Loss Likely Erroneous Default 60 Days Long High Long Term Forgetful 45 Days Short Term Medium Medium Dispute 30 Days Low Short Low Prompt 15 Days TECHNOLOGY Behavior Delinquency Risk History Revenue Customer Profile Treatment Rules Engine with Intelligent Routing Approach Treatment Options Channel Tone Timing Frequency Remedies Direct Mail Strong 2 Days Daily Reminder Email Moderate 5 Days Semi-Weekly Workout Voice Blast Light 10 Days Weekly Adjustment Live Agent 20 Days Bi-Weekly 3rd Party Workout Agent 30 Days Monthly Write-Off
- 16. People Process Technology Customer Retention Strategy Customer Lifecycle OVERsight (CLOVER) Obsolescence Complaints Wireless Anniversary Renewals High Media New Offering Svc History Data Medium Inquiry Referrals Svc Issue LOS Wire line Low TECHNOLOGY Event History Mix Revenue Customer Profile Proactive Rules Engine with Intelligent Routing Approach Retention Strategy Channel Timing Action Frequency Direct Mail Periodic Renewal 10 Days Upgrade Email Anniversary -60 20 Days Up-Sell Voice Blast Anniversary -30 30 Days Credit Live Agent Anniversary -15 60 Days Adjustment Physical Visit Event 90 Days Discount
- 17. People Process Technology Typical Booked Revenue Dollar Customer Lifecycle OVERsight (CLOVER) Overstatement Adjustments Invoice Error Failed Credit Provisioning No Invoice, Cancelled Customer Bad Debt Revenue Credits Orders Delays Delays Check Billed Sales NOT BILLED WRITE-OFF <120DAYS >120 DAYS 37% 10% 26% 27% VALUE Reduce Invoice Speed Time to Error Activation and Avoid Improve DSO Improve Order Bad Debt Accuracy Shrink Cancellations Flawless Execution Increases CSAT Retains Customers
- 18. People Process Technology Exemplary Labor Arbitrage Customer Lifecycle OVERsight (CLOVER) Role Reduction 80% Sales Support VALUE 70% Credit Check 100% Order Entry 30% Order Management 20% Facilities Ordering 10% Activation 15% Test & Accept 20% Billing 80% Collections $ 6,354,000 * Exemplary Medium-Sized CLEC 3yr. Savings