Progressing digitization requires communication and digital service providers to adapt their offers, business operations and ways of communicating with customers. The COVID-19 pandemic has expedited the whole process, and put even more pressure on CSPs/DSPs. So, how should operators react? What steps should they take when it comes to transforming their business support systems in order to please their customers?
Customers need change – BSS tools should follow
As we all go more and more digital, we expect customer service to follow. We shop, learn, work and communicate mainly online, and that’s not only because of COVID-19 lockdowns. We are getting increasingly used to these online comforts, which is why all service providers must now think about ways to adapt to the changing needs of society.
One way to adapt is to implement a carefully planned business strategy that includes modern digital BSS solutions.
What is expected from modern business support systems?
First, the key to success is putting customer needs at the center of the business. These needs include online customer care/support tools, user-friendly interfaces, fast (real time if possible) service delivery, and greater personalization of offers and communication.
This comes from a very basic need of any customer: we all want to matter. By providing good user experience and tailored service, communication and digital service providers can show customers that they care about their unique, personal needs.
An ideal BSS solution – what should telecoms look for?
A good BSS tool will not only help communication and digital service providers address customer needs, but also optimize the use of resources, speed up the rollout of new and personalized services, and even increase revenues.
While clients will be able to benefit from excellent customer care, pleasing online sales platforms and user-friendly mobile applications, operators will gain the ability to store, create and deploy services faster, build tailored offers, prepare invoices and bill customers through one comprehensive BSS solution. The configuration process will be simplified for both service providers and consumers.
Comarch Business Support System solutions
Comarch BSS tools are provided in an out-of-the-box way, available almost at hand, pre-configured and in accordance with best practices and market standards, so that communication and digital service providers can benefit from them right away. Thanks to the modular product structure, they can be adopted to the system in a way that’s most convenient for operators.
You can learn more about Comarch BSS solutions by visiting the product site