In the highly competitive telecommunications market where services are largely identical across carriers and calling plans are compared on a low cost basis, quality customer service can make the difference between retaining and losing a customer. And in a business where volume drives profitability, every customer counts.
The underlying data used across customer service systems is a customer record. Ideally an organization captures a comprehensive set of statistics for each customer record including: billing history, current and past calling plans, call history, demographics and service calls. If that data can be assembled from disparate sources (various databases and legacy systems) so as to provide a unified view of a customer, a powerful business asset is created.
What would unprecedented access to all of your customer data enable your business to do?
Finding an efficient and cost-effective way to keep enough detailed customer records online and available so that you can meet and/or exceed your customer's needs is a business imperative. But how do you get IT and business owners in sync to achieve this result?