The telecom industry faces multiple issues such as growing customer demands for niche products and faster service, high customer churn, and increasing operating costs. There is a need for new business models to offset the strain on profitability. Telecom service providers need to invest in omni-channel customer experience, along with developing new products and improving time to market.
BSI’s Telecom Services provide completely digitized, integrated and scalable business process services that help in improving customer experience and capex efficiency. With a proven track record in delivery excellence and thought leadership, our telecom business unit has helped a diverse customer base transform their business and become more agile and future ready. More now than ever before, Communications Service Providers (CSPs) are looking for ways to transform their legacy, plan ahead for transformation required to secure future in the digital age. We help our customers which include OEMs, Equipment Vendors, Cable & Satellite companies, CSPs and Mobile Virtual Network Operators with the key imperatives of:
With the proliferation of smart devices and traditional voice communication being eclipsed by data traffic over wire and wireline networks, digital-reimagination has emerged as the single most important trend. The digital transformation is helping the CSPs mitigate the challenges of shrinking product lifecycles, customer engagement and high churn rates.
Our offerings help telecom companies simplify their businesses while maintaining the profitability, quality of service and customer experience. Our rich industry experience and domain expertise enables us to deliver a suite of offerings which addresses the key areas of - service quality management, expansion of core capabilities into adjacencies, process automation, data monetization, network management and implementation of next generation technologies.
Empowered with industry best practices and technological advancements, we enable our clients to - become profitable, create competitive advantage and, adapt to changing market trends - through:
We provide telecom service providers and equipment vendor enterprises a wide range of business process services.
Our telecom offerings span across various activities including:
Customer Insights: Our Customer Intelligence and Insights solutions leverage advanced analytics to acquire customers’ - usage patterns, service experience and expectations - enabling CSPs to offer more relevant and personalized services.
Business Simplification Quotient for CSPs: BSI’ Business Simplification Quotient (BSQ) helps CSPs quantify the complexity of their organizational landscape. It encompasses several dimensions — products, processes, technology, and people — and recommends a comprehensive set of frameworks and solutions that drive business transformation.
• 40% increase in Net Promoter Score (NPS)
• Over 50% cycle time reduction in the order-to-activate process
• 100% automation of design activities for the circuit provisioning process
• Over 75% operational cost reduction with the implementation of a consolidated, scalable billing process and system
• Up to 30% increase in First Time Resolution (FTR) in order fallout process
Dealing with uncertainty. The telecom sector is at major cross-roads: Profit pools are declining, mobile and fixed services are converging, and business boundaries in the broader ecosystem are blurring. Players must decide how they will participate in industry consolidation and which bets to make on the major ongoing technological and infrastructural transition.
Building competitive advantage by making the right decisions. Telecom operators must determine how to win the war for connectivity and customer intimacy. They also need to maximize the perception of their networks' value to shift the customer focus from price alone. Such telecom "repremiumization" efforts require innovative products and services and enhanced capabilities that create a more sophisticated approach to pricing and selling.
Simplifying products, processes and the organization. Innovative telecommunications companies need to excel in managing complexity on multiple fronts, from increasingly complex bundles of products and services to an expanding universe of devices, operating systems and applications. Companies will need flexibility and efficiency to ensure that operations run smoothly and the organization achieves its full potential.
Anticipating the impact of regulation. Regulators have the ability to create significant impact on industry returns; over the next few years, they are expected to maintain pressure in telecommunications and manage the level of competition. BSI has considerable experience working with international clients and associations that who seek to influence policy and regulations.