All blog articles
Business Process Management
Customer Experience
Telecom

Enhancing your Digital Customer Experience with BPM

February 4, 2020

Telecommunication service providers today are facing many challenges that are critical to the success and possible survival of their business, including effectively implementing a digital transformation strategy and providing exceptional customer experience.

Telcos are inherently digital at their core; however, not all of them have successfully digitalized their customer-facing processes. According to a telecoms.com report, while digital transformation indeed promises ‘improving operational efficiency’, in order to achieve it, the organization needs to implement ‘change of processes, often focusing on automating previously manual processes, using digital technologies. For example, when opening a mobile account, the process can be viewed as digitalized when the whole application process is done online’. The result of such digitalization is of course not just improved efficiency, but also better customer experience.

Optimizing the customer experience is an ever-evolving process that can make or break a telco’s ability to remain competitive. Customers will not choose to do business with a telco that provides an unsatisfying experience or poor customer service, even if the core telecom services provided are good.

Customer-centric business process management (BPM) is a digital transformation tool that manages processes where the customer is the main object, and where the KPIs are primarily centered on the customer experience (such as, customer satisfaction, waiting time, etc.).

It is clear that BPM software can help in achieving digitalization, as that is the main goal for such a system. When implemented properly, BPM can help guide the process more seamlessly to improve customer experience. However when using software that has the customer at its core, implementing tasks like collecting customer data, and using that data to provide the customer with the right resources through the appropriate channels becomes a lot easier.

As this Forrester blog post once described it, customer experience is just ‘how customers perceive their interactions with your company’. It's these interactions that BPM can make more efficient, less repetitive, quicker, and by employing a customer-centric approach, even more personalized.

At Q-nomy, we have seen many of our clients implement our Q-Flow Customer-Centric BPM solutions successfully, achieving significant and measurable improvement of KPIs relating to both operational efficiency and customer experience.

You may like these articles too

November 29, 2023
Banks
Customer Experience
Customer Journey
Queue Management

Revolutionizing Credit Unions: Accelerating Digital Transformation with a Human Touch

Explore the untapped potential for Credit Unions in the digital age. Learn how closing the gap in advanced banking products presents a unique opportunity to scale services through digital channels.
August 31, 2023
Appointment Scheduling
Customer Experience
Queue Management

Revolutionizing Student Services with Queue Management and Appointment Booking Software

The student experience in colleges and universities extends beyond just the classroom. Whether it's waiting for a consultation with an academic advisor, registering for courses, or seeking financial help, students often find themselves navigating through a maze of queues and waits.
July 31, 2023
Customer Experience
Q-Flow

Q-Flow: The Robust Solution for Appointment Scheduling and Queue Management

Q-Flow is a powerful solution for appointment scheduling and queue management, designed with the robustness, scalability, and security needed for large-scale deployments. It has been successfully deployed in vast enterprises, demonstrating its ability to handle massive demand while delivering superior customer experiences.
July 24, 2023
SaaS
Customer Experience
Analytics

Harnessing the Power of Customer Feedback with Cubu

In the ever-evolving landscape of business, one truth remains constant: feedback is the cornerstone of growth. It's the pulse that drives innovation, shapes decisions, and propels businesses forward.
May 15, 2023
Customer Experience
Omni-Channel

Elevate Your Retail Experience: Say Hello to Video Calls on Your Website

Providing exceptional customer experience is paramount to success. Our latest innovation, embedded video calls, revolutionizes customer engagement by seamlessly integrating video calls into your website, unlocking a range of powerful advantages for retailers.
April 10, 2023
Customer Experience
Omni-Channel
SaaS

Revolutionizing Small Clinic Operations with Cubu by Q-nomy

At Q-nomy, we've been helping large medical centers manage patient flow, appointments, and interactions for over 20 years. But what if you're a small clinic with a limited budget and resources? That's where Cubu comes in.
July 13, 2021
Appointment Scheduling
Customer Experience
Telecom

The Value of Appointment-Based Services: A Post Pandemic Behavior Requirement

The world has changed over the last 18 months – and many of the improved transactional changes are here to stay. Consumers now demand seamless digital experiences, including scheduling appointments online.
March 2, 2021
Appointment Scheduling
Business Process Management
Government
Omni-Channel

The Long Term Impact of Covid-19 on Government Service Delivery

Covid-19 has changed the way government provides service to the population, forcing agencies and municipalities to quickly develop processes and technologies that enabled service delivery despite the limitations of social distancing. The big question here is, which of these new processes and technologies would remain in service after the pandemic is over? and what will be their long-term effect?
January 4, 2021
Banks
Customer Experience
Omni-Channel
Telecom

What is Omni-Service?

A lot has been discussed about an omnichannel service strategy, which organizations should adopt for seamless sales and services experience. Omni-Service is a strategy focusing on human interaction thru various digital channels enabling the service agent, salesperson, and managers, to deliver outstanding customer experience in a straightforward way.

We help streamline your physical & digital customer journey

Request a demo
Request Demo