overall satisfaction is higher among customers who bundle two or more services with one provider, compared with customers subscribing to phone service alone. Satisfaction among triple-play customers is 23 index points higher than among customers subscribing solely to voice service. 

Offering the right products or service bundles to the right customers at the right time is not only central to consumer satisfaction—it’s the key to growing ARPU as well. Oracle provides an extensive portfolio of sales, marketing and analytics applications to enable operators to gain a clear, complete picture of each customer, analyzing their individual behaviors and maximizing up-selling and cross-selling opportunities in real-time, across all channels including the call center and the web. Oracle even offers self-learning diagnostic tools to improve success rates over time.

“Service providers must take time and utilize tools to get to know their customer data better,” Pereyra says. “Catering to the needs of consumers and enterprises means conveying the value that operator services provide to their everyday lives. Subscribers stay with service providers because they create value, whether it’s sharing minutes, network ubiquity, innovative bundled services and so forth.”

THE FIRST STEP IN THE EVOLUTION to a customer-centric business means grabbing control of subscriber information, creating a unified, comprehensive profile and distributing it across all systems and authorized personnel. According to Oracle, it’s vital that operators empower their call center agents with a single, accurate view of the customer. The firm’s extensive portfolio of customer relationship management solutions harness the collective power of Oracle, Siebel, PeopleSoft, and JD Edwards to enable service providers to improve the customer experience and focus on creating, selling and servicing more innovative and competitive products.

“Customer relations can be enhanced by making consumer data available to the right person at the right time—for example, a customer service representative,” says Oracle director of product solutions Brian Pawlus. “Most questions are billing related, so calls need to be handled on the first instance—not transferred, but answered quickly. Integrating CRM into the billing system is very important.”

No less important: Oracle Communications Billing and Revenue Management, the telecommunications industry’s only fully convergent, real-time enterprise revenue management application. The unified platform enables service providers to substantially accelerate time to market of new services, build stronger brands and lower operational costs by managing, monetizing and maximizing each revenue stream regardless of customer type, service offering, partner relationship, payment method, business model or geography.

 

“ONE OF THE BIGGEST DIFFERENTIATORS IS CUSTOMER CARE.” VINCE VITTORE, YANKEE GROUP