Create a Unified Customer Profile
The Fix for Carriers Selling Multiple Telecom Services
Your account teams have done a great job upselling existing subscribers. In just three years, many of your subscribers have adopted additional telecom services and ARPU is stronger. The C-Suite is happy with the results.
But you have a big problem. With all the acquisitions and growth, it’s not clear which subscribers have which telecom services. Subscriber information is listed in multiple billing and CRM systems, as well as legacy BSS. There’s a lot of duplication and ambiguity. Is John Smith, with post-paid wireless service, the same person as Johnny B. Smith, with landline and satellite TV service? What about John Smith with prepaid wireless?
Without Unified Customer Profiles, Challenges Abound
Customer care is undermined.
Your customer care team has to check multiple places to identify all of a subscriber’s subscriptions, translating into longer call times and lower customer satisfaction. Moreover, subscribers struggle with Mobile Self-Care because they have to login with different information, i.e. a login for wireless and a separate login for internet and television.
Upsell and cross-sell is similar to throwing the dice.
Reps and sales teams risk selling services that subscribers already have or don’t qualify for.
Collection costs increase.
Subscribers can get multiple calls for each telecom service that is in arrears. Negotiating a single payment play for all the services is much more cost-effective.
Telecom Convergence Adds Even More Complexity
While all carriers are aware of these issues, they can’t address them easily. Integrating existing billing systems or databases is costly and time-consuming. Plus, once carriers finish one integration they may have to execute another.
That’s because many carriers see merging or acquiring additional telecom companies as key to driving more ARPU. For example, cable companies are merging with wireless companies. And, wireless companies are merging with broadband and internet providers, all with the hope of a multi-play strategy and additional value-added services.
Plus, with 5G on the horizon, there could be different types of mergers to drive new services and attract more customers.
Thus, the challenges of ambiguous subscriber data could get worse before it gets better.
Provisioning the same service on different networks often fails.
For example, your teams can’t successfully provision HBO on a subscriber’s broadband and wireless accounts because you don’t have the subscriber’s full account picture.
Combining features from different networks is a struggle.
Some features can’t be adequately provisioned because the customer is not properly identified in each network
Another Way: Beesion’s Subscriber Accounts Consolidation Application
However, there is another way. Beesion has a low-code BSS application to consolidate subscriber accounts and create a unified customer profile: Subscriber Accounts Consolidation.
The software creates a centralized registry of subscribers and all their subscriptions, contact information, services, resources, and much more. It can be used with CRM systems, self-care systems, and as a master reference for all billing systems.
The software has three major functions: 1) It uniquely identifies each subscriber, using sophisticated algorithms to de-dupe data stored in multiple billing systems and databases. 2) It consolidates the subscriber’s accounts into a top-level account. 3) It creates a centralized registry to track the subscriptions associated with the accounts.
The result: the carrier gets a unified customer profile for each subscriber, no matter how often plans/devices change, accounts are added/deleted, or any other changes occur.