Few industries are more competitive than the telecommunications sector. Being successful means understanding your customers and giving them the products, services and tariffs they need – before your competitors do.

That, in turn, means being on top of every area of the business’ operations, especially when it comes to customer care and service. To do this, the organisation needs a software solution that will fit seamlessly into the existing infrastructure, automate business processes, streamline workflow and provide a real-time overview of operations that managers can use to gain insights and make decisions that can lead to changes in products, services and processes that maximise value to customers, improve sales and, ultimately, boost profitability.

Sumerge offers a Business Process Management solution that automates business processes, streamline operations, improve productivity and speed up the achievement of company goals. Telecom companies can leverage the power of Sumerge’s BPM solution to better serve customers, bring new services to market faster in response to customer need and speed up processes such as order fulfilment and service activation ,along the way reducing costs.

Sumerge’s Business Process Management solution is ideal for telecom companies, as it can give businesses the competitive edge when it comes to reducing customer churn and boosting lifecycle revenue. Our solution allows those in the telecom sector to offer new, innovative products and services, precisely tailored to customer needs, and superior customer care. Our solution will maximise the efficiency of all operations by helping bringing products to market faster, as well as streamlining and speeding up processes such as service activation and order fulfilment.

Solution Capabilities

Using the Telecom Industry’s BPM solution offered by Sumerge, key personnel across the organization can gain complete visibility of operations, KPIs, and how it all fits together to provide a better experience for customer, at the same time, employees in disparate locations such as individual branches, head office and customer care centres can collaborate better to deliver improved services with the support of the following solution capabilities:

Managed Business Processes

One of the key benefits of Sumerge BPM solution is that the user interface has been designed to integrate with websites, mobile platforms, apps and call centre tools, making it easy to implement across businesses with many outlets and provide better care portals for customers.

Business Process Manager

The Business Process Manger component has been designed to give personnel across the organisation the ability to collaborate and share insights into business operations in order to effect change that benefits the entire business. As well as a performance dashboard, this component fully integrates with all mobile and cloud platforms/applications – useful both for customers and employees in the field.

Case Management

Effective case management is key when dealing with customers and business partners. Not only does the case management tool give companies the functionality to optimise current interactions, but telecoms organisations can also create beneficial new processes through testing and simulation. Our solution can be adapted with escalation protocols, reducing workloads, and giving employees at every level the opportunity to offer improved customer care.

Statistical Analysis & Reporting

Not only has our Business Process Management solution been created to integrate with all existing infrastructure, it can also be customised for key performance indicators, trends and statistical analysis, giving decision makers the information they need to take appropriate action to make business processes more efficient.

Decision Manager

Within our solution, key personnel can view strategies and outcomes for enhanced decision-making. The decision-modelling component offers a schematic visual of all routes towards an outcome, offering a better understanding of business processes. What’s more, the Business Process Management solution allows regular business decisions to be automated. However, as well as speeding up business processes, managers must be allowed to make decisions to react to real-time scenarios, so the interface can be used to identify and react to risks and opportunities as they happen.

Best Practices Library

Our solution not only integrates with existing systems, but also can be customised to meet specific industry requirements. In the telecom sector, it does this by adapting to best practices for the sector. The solution will seek out proven expertise and methodology in telecommunications through online sources for enhancing business operation, reducing costs and errors, and even the need to hire in specialists.

Solution benefits

The telecoms market is extremely competitive with high levels of customer churn. Companies that can understand their target market’s demographics and needs and respond to those needs will do best. That means gaining a full and clear view of all the operations of the company in order to improve efficiency. Sumerge’s Business Process Management solution makes this possible by offering a single platform that’s easy to implement, customise and control, giving relevant personnel the insights to remove unnecessary work processes and streamline those that do work.

Reduce customer churn

Speed up reaction time and decision making

Increasing visibility across all areas of operations

Bring new products online faster

Manage change more effectively

Improving collaboration and working relationships

Increase productivity and eliminate bottlenecks

Automate and optimise business processes

Engage customers and deliver better customer care

Reduce paperwork

Ensure compliance and process governance

Improve performance monitoring and reporting functions

Lower costs and raise ROI