More incumbent providers are realizing the cost structure of their existing billing systems is unsustainable. Revenues are under pressure and the needs of the new converged telecom, technology and media worlds--where cloud-based services and content monetization are priorities--remain unaddressed.  Despite this, existing investments need to be leveraged as much as possible.

How can service providers retool themselves while lowering costs, and maintaining revenue streams?

As operators strive to deliver a high quality, personalized customer experience, the goal is not simply to provide service quality; it is to provide an experience that will turn a customer into a true fan.  It is about instilling loyalty, commitment and trust.

Operators have a number of levers to pull to provide this enriched customer experience: vendor neutrality, proactive care solutions and real-time subscriber monitoring, to name a few. As subscribers demand a better overall experience, providers must adapt their internal measurement and monitoring systems to provide visibility into the service layer and subscriber experience.

So many things can impact customer relationships, but few things impact your ability to enhance those relationships more than exhibiting consistent competence in the ordering process. A well-orchestrated order process not only reduces order fallout and improves the cash cost per user (CCPU), it also enhances the performance of customer service representatives and inherently makes you more competitive.

A free Webinar brought to you by Pitney Bowes and B/OSS

In this Webinar, Pitney Bowes Group 1 Software and Billing & OSS World identify the Top 5 online capabilities for creating the ultimate user experience in self-service and binding you and your customer for the long term.