Full connectivity, mobility and big data are rapidly changing customers’ behaviors, needs and expectations. To stay abreast, leading communications service providers (CSPs) are pursuing improved agility, flexibility and productivity while striving to reduce operating costs. And the bar is raised for customer service.
Recent Accenture consumer research reveals that customers’ frustration with field service is creating real problems and threatening to affect the very nature of the provider-customer relationship:
Initiatives to achieve transformation in customer and field service organizations have typically proven to be long and complex, posing further challenges for the introduction of innovative processes that could drive improvements in customer service.
The solution? Accenture Field Installation & Repair Services Transformation (FIRST). It is an integrated framework of services supported by a robust, scalable and flexible digital platform and cutting-edge advanced analytics practices. Cloud based and delivered as a service, FIRST enables CSPs to improve field performance, operate with improved agility and effectiveness, and deliver an improved customer experience.
The technology and functionality to support key processes are already in place and can be rapidly customized to meet specific provider needs. FIRST can fully transform CSPs’ network customer service operations in a five-to-eight-month timeframe, leading to faster implementation and the realization of benefits 12 to 18 months sooner than when using traditional methods.
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