Enterprise 2.0 in Telcos
I always believe that for people to use Enterprise 2.0, organisations must give people the purpose and reason to use it. In a knowledge economy, many employees are required to think and make decisions at various levels. However, many employees nowadays still use systems like SAP, Siebel and “friends”. So how can organisations make Enterprise 2.0 relevant to employees when they spend most of their work time handling other types of systems? Simple, integrate – however, its easier said than done!!! I shall give you a Telco example.
Telco software
Most might not know, other than my deep interest in Enterprise 2.0, I have interests and experience in implementing telecommunication systems. I have worked with various software in the market and understand them pretty well. While all these software has APIs, web services and stuff like that, they are pretty much targeted for integration with other telco system providing different kinds of functionality. Telco software should improve and integrate better with Enterprise 2.0 technologies.
Enterprise 2.0 and Telcos
Within the lifecycle of a customer, Enterprise 2.0 / Web 2.0 can provide many benefits for the customers and employees should be part of it. So when a customer buys a new phone/internet service via the call centre or online, workflows are triggered to carry out various tasks depending on the business rules. However, shit always happens. Somehow, something will break due to many reasons and troubleshooting begins. Enterprise 2.0 can facilitate the troubleshooting process through its collaborative capabilities and save time as other people can contribute to the troubleshooting process and streamlined communication improves turnaround time. Also, in many cases, the call centre and the troubleshooting dudes are located in two different places and this helps to save money on phone calls.
Web 2.0 and Telcos
Also if there is a fault in the system, Web 2.0 can inform the customer quickly so that you save the call centre costs of affected calling in to whine about it. Web 2.0 can also help to reduce problem calls to the call centre through online forums, discussions and commenting. The idea is to let your customers help your customers.
Telcos are big companies and expensive to run and everyone is different. I am not saying that all telcos needs to do the above. I am saying that Telcos needs to understand Enterprise 2.0 and web 2.0 and study how such technologies can help them save money, increase efficiency and reduce errors and if such investments are worth it or not.
Add A Comment