The Value of Omni-Channel CRM in Telecoms

AsiaInfo commissioned independent research consultants, Northstream, to study how organizations in a variety of verticals have realized the benefits associated with the omni-channel and Single Customer View (SCV) capabilities of next generation CRM, and to quantify the benefits to the telecoms sector in particular.

Following extensive interviews with European telecoms operators to validate their findings, Northstream concluded that, with a well-implemented omni-channel/SCV CRM solution, Western European operators could save up to $4.6 billion in OPEX annually, achieved by: .

Around 20% reduction in Customer Service OPEX by eliminating duplication of agent work in the contact center and retail store

Improved Net Promoter Score (NPS), resulting in benefits from increased customer satisfaction and up to 10% reduction in annualized churn; and 

Up to 30% savings in IT OPEX from back-office streamlining and automation.

For the first time Northstream’s research maps out a quantitative business case for Western European operators to invest in a truly omni-channel solution by assessing the OPEX saving benefits that next generation CRM can provide. Read more on the research via AsiaInfo's latest whitepaper -The Value of Omni-Channel CRM in Telecoms.

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