4 Ways Telecommunication Service Teams Can Effectively Use Analytics to Drive Results

Define Common Goals

65%

Strategies for GrowthSM found that 65% of UK/Europe service organizations cite the

improvement of KPIs as their top strategic priority.2

Bain reports that leading organizations use a more comprehensive set of key performance indicators (KPIs), and work with data to manage the business profitably.

Telecommunications executives cite customer experience management as their number one strategic priority.3

1 https://www.mckinsey.com/industries/telecommunications/our-insights/lessons-from-digital-telcos-five-initiatives-to-improve-business-performance

2 http://fieldservicenews.com/ukeurope-field-service-organisations-fsos-continue-invest-new-technologies-analytics/

3 http://www.ey.com/Publication/vwLUAssets/ey-global-telecommunications-study-navigating-the-road-to-2020/$FILE/ey-global-telecommunications-study-navigating-the-road-to-2020.pdf

4 https://www.capgemini.com/wp-content/uploads/2017/07/the_disconnected_customer-what_digital_customer_experience_leaders_teach_us_about_reconnecting_with_customers.pdf

5 https://www.capgemini.com/wp-content/uploads/2017/07/the_disconnected_customer-what_digital_customer_experience_leaders_teach_us_about_reconnecting_with_customers.pdf

Sources6 https://hbr.org/resources/pdfs/comm/verizon/19319_HBR_Report_

Verizon_Cloud_6.pdf7 https://hbr.org/resources/pdfs/comm/verizon/19319_HBR_Report_

Verizon_Cloud_6.pdf8 http://www.aberdeen.com/research/12122/12122-rr-first-time-field/content.aspx 

9 https://cdn2.hubspot.net/hubfs/547483/Content_Documents/F%20Benchmark/TSCData-2017-FBM-05-KPIs.pdf 

Focus on the Customer

Use the Right TechnologyTelecommunication firms have access to vast amounts of data, from sensors to traditional customer account information. To make sense of all this data, many telcos use the cloud.

Start Small for a Big ImpactStart with small projects to highlight clear-cut wins and show the value of analytics to the

rest of your organization. For example, you could analyze first-time fix rates and work towards improving to increase customer satisfaction.

High-margin telecommunication companies tend to outperform their peers when it comes to data mining and otherwise gaining insights from collectedcustomer information.1

- McKinsey & Company

The question we hear frequently is how to do it correctly.How can telecommunication firms use analytics to drive success?

38%

Aberdeen Group found that first-time fix rates were considered a top KPI by

38% of service organizations.

CapGemini research found that over 80% of consumers are willing to pay more for a

better experience.4

1 in 10A CapGemini report found around

(9%) are willing to increase their spending by more than half.5

71%Harvard Business Review found that 71% of professionals surveyed say the cloud has increased their business agility. They noted faster decision-making and quicker

response to global clients.6

61% say the cloud will increase employee productivity and 53% say it will increase

responsiveness to customers.7

53%61%

76%

The Service Council reported that the average first-time fix rates are just 76 percent.9

According to Aberdeen, field service organizations with a first time fix-rate over 70% see a customer

satisfaction rating of 85%8

70% 85%