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As their offerings shift from traditional telephony to a wide range of IP-based products and services, today’s telcos face special challenges in attempting to grow their enterprise markets, including:
Lack of solution selling skills: Telcos’ increasingly complex product portfolios challenge their ability to sell to both large enterprise accounts and SMB customers.
Lack of effective targeting: The proliferation of players in the SMB market often manifests itself in poor-quality leads being generated by marketing functions and ineffective follow-through by the sales force.
Inability to be customer centric: With multiple lines of business, telcos’ front-office and back-office functions are often siloed, lacking a unified view of enterprise customers.
Inefficient sales forces: Sales fail to reach their full potential, largely due to poor enablement processes and tools.
Ineffective leveraging of indirect channels: Telcos often suffer from an inability to recruit the right channel partners to meet business objectives, misaligned channel incentive programs and the lack of an appropriate partner support infrastructure.
To address these issues, telcos are seeking multiple capabilities that can help them boost profitable sales, including the ability to:
Accenture Enterprise Acceleration Services enables telcos to address all these requirements. It delivers significant benefits to communications companies, such as improved sales productivity and sales conversion, faster time to market, the ability to leverage lower-cost cloud-based support systems and industrialized back office support.
Accenture Enterprise Acceleration Services has delivered multiple benefits to communications companies seeking to optimize their customer interactions. It can:
Double sales account coverage
Increase revenue by approximately 70 percent
Increase the efficiency of outbound marketing by 2 times
Increase campaign close rate by 35 percent
Produce a customer-centric, 360-degree view of the SMB customer in less than three months
Improve sales productivity by 15 percent
Reduce sales cost by 20 percent
Leverage incentive compensation services to reduce compensation costs by 40 to 50 percent
Reduce the partner recruiting cycle by at least 33 percent
Cut the initial partner onboarding cycle time by 50 percent, getting partners “sales ready” in 60 days
We provide Enterprise Acceleration Services through a service arrangement in which Accenture operates a client’s B2B and small- and medium-sized business (SMB) sales and service functions as an extension of the client’s organization that is focused on delivering outcomes.
These services are underpinned by proprietary Accenture assets and enabled by software-as-a-service (SaaS) technology solutions.
Accenture Digital Customer Interaction Services is a set of services that work together to help assure personalization, relevance and seamlessness across all customer interactions, embracing both acquisition and service. We do this with a proven set of solutions, with each one offered as a service in a risk-sharing, outcome-based commercial model:
Digital Interactions: Online, mobile and social channels to interact with SMB/ enterprise customers for marketing, sales and service
Inside Sales Execution: Scalable demand generation, lead management, and inside sales execution.
Smart Service: The use of artificial intelligence and analytics for intelligent self-service, agent-assisted and field support interactions, all focused on optimizing the enterprise customer and employee experience.
Partner Enablement: Recruiting, on-boarding and performance tracking of indirect channel partners.
Customer and Sales Analytics: Customer segmentation, propensity scoring and product recommendations, in addition to sales pipeline analytics and what-if analysis.
Operations Factory: Industrialized back office business operations for communications providers
Next Generation Cloud BSS for Communications: An integrated multi-vendor, carrier grade, multi-tenant cloud solution for B2B enterprise services.
An Overview of Accenture Enterprise Acceleration Services
We start by helping our clients better leverage digital channels (online, mobile, social) for B2B markets. Digital Interactions enables the web portal, mobile application and social management capabilities that are required to interact with SMB and enterprise customers for marketing, sales and service. It also integrates with an underlying ecommerce capability to support purchases across all channels. Benefits include increased online transactions, reduced customer acquisition and operations costs and increased gross adds, as well as improved brand value and higher customer satisfaction.
Inside Sales Execution
This scalable end-to-end service addresses the sales process all the way from lead generation through lead management through sales execution. It helps clients to identify and create quality leads, manage the lead, score the lead, manage it through the pipeline and close the sale. An analytics-driven, closed-loop service, it helps clients generate quality leads through all digital channels, while providing a highly skilled, call center-based sales force to convert those leads to sales.
While Inside Sales Execution leverages proven technology, its biggest value lies in how it uses analytics to transform sales into a prescriptive process for greater effectiveness in solution selling, reducing uncertainty and unpredictability. It does this by better prioritizing leads, distributing those leads intelligently to the right sales force and determining what products to recommend. Its intelligent mobile sales service also pushes vital data to a mobile device that the sales force can use to manage the leads, route them effectively through geo mapping, and capture the order and the required documents electronically, reducing a great deal of order fallout on the back end.
This service helps telcos sell to the SMB market more efficiently, scale their sales force to tackle the SMB market cost-effectively, and use analytics and cloud-based applications to optimize performance of lead generation to sales execution. Its benefits include higher-quality leads, faster time to market, improved sales productivity and conversion, reduced sales cost and higher campaign ROI.
Smart Service makes use of artificial intelligence and analytics to provide intelligent self-service, with both agent-assisted and field support interactions focused on optimizing the enterprise customer and employee experience. It helps increase customers’ self-service usage by deploying and maintaining multi-channel customer care solutions. Through the use of artificial intelligence-enabled solutions, such as Digital Assistant and IVR, Smart Service optimizes digital interactions with field services, providing the ability to drive a consistent omni-channel experience for customers. Its benefits include incremental sales, lower operational costs and an improved customer experience.
Partner Enablement provides recruiting, on-boarding and performance tracking for indirect channel partners through the use of managed services. It leverages analytics to identify the right partners, employing a deterministic approach to close capacity, coverage and skill gaps. It then uses Accenture services to execute recruiting and onboarding of those partners. Once partners are onboard, Accenture provides a single point of contact for customer service to the partners though a dedicated Manila-based call center which delivers ongoing partner support. The benefits of Partner Enablement include higher partner quality, improved productivity, lower support costs and enhanced partner experience.
Customer and Sales Analytics
Customer and Sales Analytics provides intelligence targeting analytics that assist in every aspect of inside sales, including customer segmentation, propensity scoring and product recommendations, in addition to sales pipeline analytics and what-if analysis. Its core is the Target Market Engine (TME), an SMB customer-centric data analytic program capable of performing ad-hoc analysis, predictive modeling and campaign development.
TME’s firmographic data encompasses more than 200 variables, ranging from employee size to in-franchise/out of franchise, number of sites and industry code. It leverages detailed pipeline segmentation and predictive analytics to provide clients with a purposeful and contextually relevant means of assessing their sales pipeline. It also utilizes micro-segments to improve customer targeting and lead generation, and provides relevant product recommendations insights for intelligent mobile sales, based on business priority and propensity to purchase, while also providing analytics on the health and effectiveness of the sales pipeline.
Benefits of Customer and Sales Analytics include better sales forecast accuracy, increased revenue and lower operational costs.
Operations Factory provides industrialized back office business operations for communications providers, helping telcos execute operations for sales processing, incentive compensation, billing and provisioning. It includes a set of sales operations, order management, provisioning, billing and data migration services that help clients achieve significant cost reduction, increased operational efficiency and improved competitive advantage.
Benefits include better sales coverage, increased savings in compensation spend, lower operational costs and greater efficiency.
Next-Generation Cloud BSS for Communications
Next-Generation Cloud BSS for Communications is an integrated multi-vendor, carrier grade, multi-tenant cloud solution for B2B enterprise services.
It offers a pre-integrated, hosted cloud-based CRM, ordering and billing solution for a B2B commercial operating environment, enabling product lifecycle management, prospect-to-activate, billing and trouble-to-resolve business processes. Its benefits include faster time to market, lower capex investment, improved productivity, enhanced customer satisfaction and immunity from technological obsolescence.
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