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Omni-Channel CRM

However the customer chooses to interact with the operator, Veris CRM provides a seamless experience across both digital and physical channels. This not only improves the overall customer experience by providing a consistent and complementary interaction but also enables the operator to provide unified campaign and service launches across channels, improving operational efficiency.

As the number of interaction channels increases it becomes imperative that the same customer data is available to all agents whether dealing with a customer online or physically in-store. Veris CRM provides this single 360° view showing all customer interactions on an aggregated level across all channels, including social networks.

Business Case

A 360° customer view makes sense, and we all understand the conceptual benefits associated with an integrated omni-channel approach.  But there is a lack of quantitative information on the benefits and challenges. 

We were interested in understanding the actual business case for implementing a next generation omni-channel CRM solution i.e. the quantitative impact on an operator's bottom line.

We asked independent consultants, Northstream, to research the OPEX impact to Western European operators, and quantify those benefits. 

They concluded that the potential OPEX savings for Western European operators are between $1.7 billion and $4.6 billion annually.

Key benefits include:

  • Improved customer satisfaction and loyalty
  • Unified campaign and service launches across channels
  • Call center offload
  • Back office streamlining and automation

(The research also revealed that omni-channel capabilities have a positive impact on sales, but we have left the revenue impact analysis for a future study.)

To find out more, please refer to the information on this page, or feel free to contact us

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Comments

Northstream

"Our research shows that multi-channel investments have failed telecom operators. Omni-channel technology holds a promising  solution to improving customer experience as well as reducing OPEX."

Bengt Nordstrom
CEO, Northstream

AsiaInfo

"Implementing an effective omni-channel CRM solution starts with the right architecture - patching the legacy IT systems can never deliver the desired (and increasingly expected) customer experience."

Andy Tiller
VP of Product Marketing, AsiaInfo