Why reinventing business processes is critical for a superior customer experience
Customer expectations for real-time delivery have never been greater. Take a seemingly “simple” example: a subscriber orders a new bundle comprising fixed, mobile and OTT TV content, and expects to have it all working straight away.
Under the hood, it’s not so simple.
Firstly, it requires orchestration of multiple parallel and sequential processes (relying on dozens of systems, sub-systems, and dependencies). Then, the subscriber’s credit card info must be verified. If there are any discrepancies, they need to be caught in real time and resolved in the relevant downstream systems. A technician will then likely need to be booked, scheduled and dispatched in coordination with the subscriber.
When it comes to executing the relevant processes, it will typically involve manual involvement. But that’s prone to error. And since we’re dealing with multiple siloed systems, in the absence of any holistic visibility, it means checking each one separately. Ultimately, this impacts customer experience, resulting in lower satisfaction, lost business and churn.
The key to maintaining relevancy in a next-gen digital world lies in reinventing and re-engineering business processes to ensure customers are delivered the services they demand – in real time. When you digitalize and standardize any relevant business process, manual work is eliminated, while workflows are optimized and automated. This allows them to be executed faster and with greater efficiency across any team and business unit, achieving dramatic business results. This will not only boost productivity and decrease operational costs but it also improve customer satisfaction.
Amdocs offers business process and integration services that are powered by our integration platform as a service (iPaaS), providing the most optimal path for service providers looking to re-engineer their business processes through smart integration, while also ensuring data integrity.
Amdocs iPaaS supports predefined, industry-specific business processes such as order, care and billing, as well as efficient creation of automated flows, monitoring and visibility, and issue remediation. So for example, if a subscriber mistakenly enters a seven-digit ID number instead of the eight digits required, rather than request the number again, it remedies the error automatically. And that’s just one example. Perhaps it also explains why Amdocs Business Process Services has been shown to deliver a 30-point improvement in NPS.
To learn how Amdocs can help you reinvent your business processes to deliver customer-driven digital experiences faster and better, come meet us at MWC at Hall 3, stand G10, or reach out to us.