Oracle announced that many telecom operators such as British Telecom and the Canadian SaskTel are using its Customer Experience (CX) solutions. According to Oracle, the momentum of CX solutions continues to grow at a rapid pace with recent adoption by numerous global organizations.
SaskTel, a telecom firm located in Canada’s Saskatchewan province, wanted to improve its customer experience, while simplifying business processes and managing growing competition from traditional and non-traditional competitors. To meet these goals, SaskTel needed to eliminate silos in its complex legacy order capture systems, which prevented it from delivering consistent customer service.
“In the highly competitive telecommunications industry, customer satisfaction is critical for retention and growth,” said John Hill, chief information officer at SaskTel. Hill added that by streamlining its customer operations on a single platform with Oracle, the telco has been able to achieve a 360 degree view of each customer. “This level of visibility helps us deliver a consistent experience across every channel of interaction, ensuring our customers receive the exceptional service and support they demand,” he said.
SaskTel implemented Oracle’s Siebel Customer Relationship Management, Oracle Communications Order and Service Management, Oracle Communications Billing and Revenue Management, Oracle Business Intelligence Enterprise Edition, Oracle RightNow and Oracle Solaris to replace its legacy system, and help simplify and transform its customer experience operations.
As for British Telecom, which has operations in 170 countries, the telecom company focused on a single interaction with its customers, as Jean-Marc Frangos, managing director for external innovation at BT Technology Service and Operations, said in a video interview hosted by Oracle. “Customer experience is very important because we’re a service company,” he said. “We focus on getting it right the first time. Another thing that we pay attention to is how easy it is for the customer to interact with us.”
BT has implemented Oracle solutions to help agents find the best solution to solve customers’ problems. The telco is also working on new conferencing and collaboration technology from Dolby Labs.
Oracle also noted that a recent global survey of 1,300 senior-level executives found that 97% of executives agree that delivering a great customer experience is critical to having a business advantage. Respondents also estimated the average potential revenue loss for not offering a positive, consistent and brand-relevant customer experience throughout all customer touch points is 20% of annual revenue.
Oracle’s customer experience solutions aims at helping companies and organizations transform their existing operational systems and infrastructure into a differentiated customer experience across the customer lifecycle, preventing revenue loss and increasing customer satisfaction.
