What does reducing customer friction look like for my company?

Telecommunications

Make it the last time they have to choose a provider

We don’t have to tell you that your industry is incredibly competitive and highly-regulated. It’s very easy for customers to switch products and providers, and the best defense against customer churn is providing an excellent customer experience.

Small changes can have a big impact. In fact, according to Forrester, a one-point increase in customer experience generates an additional $3.39 per customer in incremental revenue.

Understanding the customer journey gives you insight into opportunities for upsell, digital containment, and more.

It starts with BryterCX.

Proven ROI for Telecommunication Companies

BryterCX partners with clients to deliver customer-delighting, company-revolutionizing results with IRISTM, our journey management solution. With IRISTM, you get the insights you need to create meaningful human experiences and win customers for life. With our solution, companies typical experience:

  • Customer churn reduced by 20%
  • Customer satisfaction increased by 25%
  • Operational costs reduced by 20%

According to a Forrester report we’ve helped industry leaders achieve over 300% ROI from their journey management investment with BryterCX. Total benefits generated over a 3 year period also include:

  • $4.6M – Revenue retention
  • $5.8M – Cost savings from reduced and avoided contacts
  • $12.2M – Cost savings from most efficient contact channel use

The Solution for CX Transformation

The IRISTM platform provides visibility into the true end to-end customer journey across channels. Through machine learning, this AI breakthrough allows you to discover journey insights and opportunities with ease. IRISTM uses proprietary journey scores and patented technology, giving you simple visual metrics and alerts to effortlessly measure, monitor, and manage the health of your journeys. IRISTM works efficiently with aggregated data, even from previously siloed sources, giving you a fast, complete and accurate picture of your customer journeys.

The Investment

With IRISTM, your average investment of less than $0.15 per customer per year will make it possible to:

  • Reduce calls to contact centers, including caller repeat activity, recurrent frequent callers
  • Optimize plan changes and upgrades
  • Gain transparency into true customer journeys across channels to predict potential churn risk
  • Improve NPS and CSAT scores

Companies that connect siloed, fragmented data to create an omnichannel view of true customer experience can do this and more.

Want to supercharge your journey management efforts?

Start with this resource on “Demystifying Common Journeys”. Banks and financial service companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Telecom Case Study: Onboarding

Problem:

A wireless provider with thousands of new customers each month asked BryterCX to help with its onboarding process in order to improve customer experience and reduce costs. They were particularly interested in how different activation experiences affected churn and NPS, as well as where customers were having issues with self service.

Mapping Customer Journeys:

In just two weeks time, BryterCX helped this telecom provider map the journeys involved in a 90-day onboarding process across their main service channels (IVR, agent, web, and mobile). We identified thematic onboarding journeys representing the different types of experiences a customer might have. The client was able to analyze the onboarding process on a macro level, while also further investigating specific customer segments.

Results:

BryterCX provided a detailed understanding of the 90-day onboarding process, and discovered that 80% of new customers required additional help in their first 3 months. Customers were typically calling for profile, billing, and routine account maintenance changes, all of which were easy to accomplish with user-friendly self-service options. Efficiencies made to the journeys underlying the onboarding process resulted in a 3.4 million annual call reduction, saving $15.3M.

Ready to learn more?

Achieve customer experience excellence with the customer journey experts at BryterCX.

Request Demo

© 2021 BryterCX All rights reserved.