industry tailored solutions telecom

STRATEGY LABS HELPS TELECOM CLIENTS ENTER NEW MARKETS, IMPROVE PERFORMANCE AND CUSTOMER SERVICE, ATTRACT NEW CUSTOMERS AND RETAIN EXISTING ONES. WE OFFER COMPREHENSIVE STEP-BY-STEP APPROACH TO TACKLE TELECOM SPECIFIC PROBLEMS, SUCH AS ATTRACTION OF NEW SUBSCRIBERS, CHURN OR PRICE EROSION.

Our know-how lies in our ability to structurally approach the problem, provide solution and support it throughout implementation.

STRATEGIC PRIORITIZATION OF SALES EFFORT

Goal:
  • Understand channel mix, coverage and prioritize of investment (sales resources, expenditure, commissions) across customer acquisition and service channels
Typical steps:
  • Detailed walk-through all channels to get clarity on share of sales, SAC, sales quality (e.g. margins, months user is active) and services channels provides (e.g. pure-sales, replacement of SIMSs, etc.)
  • Benchmarking and segmenting points of sale
  • Understanding retail market evolution
  • Modeling channel mix to provide highest return
Expected results:
  • More efficient capital expenditure
  • Improved customer acquisition and service

Sales force effectiveness improvement

Goal:
  • Increase sales by addressing effectiveness of sales force, including salesmen at points of sales, sales representatives and telesales
Typical steps:
  • Diagnosis and analysis of current situation
  • Developing tools and methods of sales force improvement, including reporting and motivation systems, coaching and training methods, geomarketing analysis
  • Preparing and executing a pilot program
  • Managing company-wide deployment
Expected results:
  • More effective sales force
  • Improved brand representation and customer engagement

Customer satisfaction improvement

Goal:
  • Significantly increase customer satisfaction, decrease churn rate and lift customer advocacy
Typical steps:
  • Identifying all customer-operator touchpoints during customer lifetime
  • Using research methods, e.g. Focus Groups Interview (FGI) and Computer Assisted Telephone Interview (CATI) to determine a few „moments of truth” – most critical customer-operator touchpoints which may help them change the impression about the company
  • Developing and implementing improvement initiatives addressing all „moments of truth”
  • Quantifying the effects of initiatives into measurable savings or gains
Expected results:
  • Identification of the bottlenecks to improve customer satisfaction
  • Increased customer satisfaction and thus lower churn rate

Churn management

Goal:
  • Decrease churn by improving proactive and reactive retention process
Typical steps:
  • Analysis of churn structure and dynamics
  • Developing proactive retention process by proper customer base segmentation
  • Identifying churn factors and propensity to churn
  • Developing reactive retention process by proper handling of resignation calls or meetings (e.g. creating a special save desk team)
  • Translating the newly developed processes into specific operational initiatives
Expected results:
  • Lower churn rate

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