Over 30 of the world's premier telecommunications providers including Telefonica, Wind, and France Telecom have discovered how ATG's customer experience solutions are opening up a whole new world of long-term growth and expansion possibilities. In a market where service offerings are rapidly becoming commodities, a telecommunications company's ultimate success hinges on two critical and closely related factors: driving down costs by improving efficiency, and building lasting customer relationships through superior service.

Help Customers Help Themselves and You'll Save

Problem: The cost of a single inbound call center inquiry can range from five dollars to literally hundreds of dollars, depending on the complexity of the inquiry and the state of a company's internal systems.

ATG Solution: By leveraging ATG's easy-to-use, online self-service solution, you can guide customers to a lower cost channel for ordering, status checking, and account administration. For every transaction that can be handled via the Web site instead of a live agent, your enterprise will realize significant dollar savings.

The Crisis of Conversion

Problem: Any B2C Telco will tell you – too many consumers browse online without making a purchase. But most Telcos lack the tools needed to understand what motivates customers and how to capitalize on their behavior and transactional history.

ATG Solution: ATG provides the most comprehensive analysis capabilities ever developed for online marketing and sales. Business managers can segment, profile, and track shopping history and preferences, then use this capability to deliver targeted offers to the most appropriate customer groups. In addition, only ATG enables merchandising managers to optimize online product placement, pricing, and promotion themselves without relying on IT for help.

Build Lasting Relationships

Problem: In a market where multiple competitors offer similar services at comparable prices, customer service can quickly emerge as the most important, if not the only differentiator. Telecommunications companies that want to convert customer churn into customer loyalty need to deliver an exceptional customer service experience.

ATG Solution: ATG's solutions are specifically designed to deliver a more satisfying experience across the entire customer service lifecycle. Only ATG can provide highly relevant and intelligent answers to customers' questions because only ATG software is built to understand their personal profile, preferences, and account history. Answers to questions are not generic, but are instead informed by the customer's latest interactions with your company. As a result, ATG can help your Web site address questions with more depth, and can even guide customers to help themselves or to purchase related products and services. Maximum benefit plus minimum hassle equals booming loyalty.

The Multi-Channel Challenge

Problem: In a multi-channel, customer-centric universe, service-minded Telco providers need to integrate call centers, online channels, and potential, in-store data with back-office applications. When call center reps can't access a Web transaction record, for example, the customer relationship suffers.

ATG Solution: The ATG solution is expressly designed to foster integration across channels and enterprise systems, enabling more efficient operations and streamlining your ability to provide the kind of outstanding, consistent service your customers deserve and demand – no matter how they reach you.

Next Steps

For more information, please contact D2C2 at sales@d2c2.com